Technical Support Specialist
5 days ago
**How Will You Make an Impact?**
**The Team**
You will be part of a team of experienced regional Product Support Specialist each responsible for their own designated products and cross-supporting when required.
The team forms an important bridge between our factories across the globe and the local service teams to resolve technical matters.
Commercial and product management, operations and warehouse teams will liaise with and seek support from us as well as technical experts.
The team reports to LPD Technical Support Manager, IES for SEATW.
**Key Responsibilities**:
- Provide advanced technical support for products as designated to our direct service field teams and channel partners covering, installations, repairs, maintenance, validation services.
- Administrate and handle service escalations, quality escalations and warranty claims.
- Maintain updates on service procedures, spare parts, technical bulletins, new products.
- Build service competency of service teams in the region by conducting technical trainings and growing a technical knowledge base.
- Maintain operational rigor and hygiene with tracking and documentation of deliverables.
- Utilize appropriate platforms and processes to support across products from different factories.
- Utilize digital platforms and media for remote technical support and knowledge transfer.
- Respond timely and intensify towards resolution on incoming technical requests.
- Coordinate and liaise with other teams for better customer experience outcomes.
**Key Competency Requirements**:
- Self-starter, able to work independently and self-motivated
- Detailed-oriented, with expertise and experience in numerical calculations and analytics
- Change agent and pro-actively seek for feedback to drive improvements
- Good inter-personal skills and positive attitude towards work, especially under stress
- Strong team player, with a team-first mindset and approach
- Strong and resourceful communicator across language barriers and culture differences in the region.
- Able to formulate professional, precise and accurate responses, both verbally and written to internal stakeholders and external customers.
- Embrace demonstrate and champion best practices for service.
**Key Knowledge Areas**:
- General laboratory products including Cold Storage, Incubators, Ovens, Centrifuges. Biosafety Cabinets, Liquid Handling, Water Purification Systems.
- Experience with carrying out IOQ validation and calibration services.
- Organizing, lecturing and delivering technical training courses.
- Data analysis and interpretation on Excel, other spreadsheet software.
- Customer relationship management software like SFDC.
- Digital video production and remote streaming/meeting technologies.
- Facilitate meetings and minute taking.
**Education Requirements**:
- Degree in Engineering, Mechatronic, Biotechnology or Computing with relevant experience in similar fields and industries
**Minimum Experience**:
- Minimum 3 years of experience as Field Service Engineer
**Preferred Experience**:
- 5 years of experience as Field Service Engineer or 3 years as Technical Service Specialist
- Service support on laboratory products including Cold Storage, Incubators, Ovens, Centrifuges, Biosafety Cabinets, Liquid Handling, Water Purification Systems.
- Prior experience in handling cold storage (including refrigeration works) highly preferred.
- Certified trainer under previous company
**Travel Requirements**:
- No travel restrictions especially within country of work scope.
- Up to 25% travel
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