Technical Service Specialist

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., * 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. Also 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: 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.
• Refurbish 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. Minimum Knowledge & Experience required for the position Education

Relevant technical background, such as Industrial, Electronic, Informatics, Telecommunications Engineering, or similar fields.

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.

Travel requirements

20% of time.