Technical Service Specialist
hace 1 día
Overview Job Summary Overseeing the service of assigned instrument platforms and ensuring the proper functioning of services in this area. The Technical Service Specialist will be part of a team of technical experts, providing essential technical knowledge to support customers and field staff with high-quality service. Responsibilities Key Accountabilities • Resolve Escalated Technical Issues: Address and manage technical problems escalated from the field to ensure prompt resolution. • Ensure Performance and Continuous Improvement: Be accountable for the performance and continuous improvement of service for assigned instruments, meeting key metrics such as First Time Fix rate, IFR, response time under 24 hours, and cost efficiency. • Train Field Service Engineers (FSE): Keep the FSEs trained on the assigned instrument platforms to ensure they are equipped with the latest knowledge and skills. • Provide Technical Support: Offer telematic, voice, or on-site support to FSEs for technical troubleshooting and guidance. As well, provide technical support to the assigned customers • Maintain Technical Documentation: Ensure that all necessary and up-to-date technical documentation for assigned platforms is available and accessible to FSEs. • Liaise with Manufacturers: Maintain regular communication with the instrument manufacturers, escalating issues and following up on improvements. • Oversee Service Operations and Supervise Unit s: Supervise the operations of assigned units and review service performance with the Business Unit. • Define Spare Parts and Stock Requirements: Define appropriate stock levels in the warehouse and for car stock to ensure repairs are completed within the committed timelines. • Generate Performance Reports: Regularly generate and review reports on the quantitative and qualitative performance of service operations for assigned platforms. • Refield Instruments and Test Modules: Refurbish and test instruments and modules in the workshop to ensure they meet operational standards before deployment. Networking/Key relationships Other roles within service: Service Specialist Manager, Service Area Manager, Service Director, Helpline, Field Service Engineer, Supply Chain. Qualifications Minimum Knowledge & Experience required for the position: Education: Relevant technical background, such as Industrial, Electronic, Informatics, Telecommunications Engineering, or similar fields. Experience: Experience in technical service support. Additional Skills/Knowledge: • Good interpersonal skills: Strong predisposition and enthusiasm for creating highly collaborative working relationships and fostering team building. • Adaptability: Must be adaptable and flexible in work assignments and situations. Skills & Capabilities: •Fluent in verbal, written, and presentation skills. •Information systems. •Impact and influencing. •Leadership. •Analytical and technical skills. •Team building. •Strong motivational and interpersonal skills. •Creative thinking. •Interpreting data. •Problem-solving. •Interpersonal skills. Travel requirements: •20% of time If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV. Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer
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Technical Service Specialist
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