Life Sciences Service Expert

1 week ago

Sydney, New South Wales, Australia beBeeService Full time $80,000 - $110,000
Service Support Specialist

The role of a Service Support Specialist is crucial in ensuring the provision of all service administrative support functions, technical support, product support services and scheduling of field service engineer activities.

Key Responsibilities:

  • Serve as the central point of contact for customer-related technical issues and inquiries.
  • Help with special projects as required from time to time.
  • Maintain accurate records, ensuring instrument warranty conditions and contract commitments are enforced.
  • Provide quotations to customers for all service-related work.
  • Process service charges & invoices.
  • Schedule PM's and Cat 1 & 2 MODS.
  • Co-ordinate installations with sales and life science teams.
  • Issue purchase orders.
  • Assist with receipting and shipping goods.

Support the Field Service team activities by:

  • Providing first-level support for all customer technical issues and inquiries.
  • Prioritizing field service jobs based on a priority assignment matrix.
  • Scheduling field service work and liaising with customers.
  • Assisting with parts orders and stock transfers.
  • Maintaining knowledge of latest technical bulletins and business unit field service notifications.

Other Key Responsibilities:

  • Leads by example to develop a robust continuous improvement culture.
  • Assumes accountability around daily management and monthly KPIs.
  • Aggressively seeks out opportunities for improvement.
  • Acts as a primary customer of DBS and leverages internal and external expertise to map improvement plans and drive sustainable improvements.
  • Partners with sales to support current sales initiatives to drive growth.

Requirements:

  • A minimum of 2 years' experience in life sciences / diagnostic industry or similar.
  • A strong sense of urgency.
  • Great communication skills (both in verbal & written English).
  • Customer service oriented.
  • Proven organisational skills and ability to multitask.
  • High attention to detail.
  • Ability to work on tight deadlines.
  • Ability to work in a high-paced environment.
  • Ability to prioritise jobs based on circumstances and customer or instrument status.
  • Fast learning and self-driven to develop expertise to expand repertoire of skills.
  • Demonstrable teamwork to achieve common goals.
  • Oracle/Service Max Service Modules knowledge highly desirable.
  • Excellent MS excel skills with data analysis.
  • Address issues with honesty, compliance & integrity.

Benefits:

  • Join a global organization with a talented team of professionals.
  • Develop your skills and expertise through guidance and support.
  • Enjoy a dynamic and fast-paced work environment.
  • Contribute to delivering best-in-class service delivery.

Diversity and Inclusion:

  • We value diversity and the existence of similarities and differences found in our workforce, workplace and throughout the markets we serve.
  • We welcome individuals who contribute unique and different perspectives.

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