Lab Service Support Specialist

Responsibilities

Location Concord, New Hampshire US Job
-057414

Responsibilities:

* Compile and assemble program governance documentation per agreed cadence, in preparation for review with customer. Documentation may include instrument inventory list, program financials, KPI's/metrics, etc.

* Ad Hoc reports.

* Open Work Orders for repairs and planned maintenance on behalf of scientists.

* General communication / escalation with customers regarding the One Source program

Instrument Inventory Integrity:

* Conduct instrument inventory sweeps of all instruments on an as-needed basis.

* Conduct spot checks of instrument inventory.

* Identify changes to instrument inventory, work with department staff and customers to document changes and compile change control documentation (ex.: instrument manufacturer, model, serial number, location, owner, etc.).

* Provide timely information to Workflow Specialists, through the change control process, to update the SAP data base due to instrument inventory changes (ARC process)

* Conduct additional lab support activities as agreed upon by departmental leadership and PKI.

* Ensure PM schedules are met and all work orders schedule with appropriate service delivery team

Communication:

* Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.

* Communicate timely program information internally discuss troubleshooting/repair situations with customers, in a professional, cost-effective manner, utilizing poise, tact and diplomacy to obtain cooperation and results.

* Escalate problems to manager or the appropriate program leader or customer program contact for strategy development and participation as appropriate.

* Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer's satisfaction.

Escorting

* Meet OEM or TPV service engineers at customer points of entry, confirm reason for site visit.

* Verify required customer health and safety requirements for site entry have been completed by engineer.

* Escort the engineer to the equipment location and hand off to customer equipment owner/user.

* Upon completion of the service event, escort the engineer back to the customer entry point and obtain a copy of the service report prior to engineer departure.

* Verify performance of maintenance or install and need for return visits.

Basic Qualifications:

* Bachelor's degree in Computer Science or related field with 1+ year of technology industry experience

* Or Associate's degree in Computer Science or related field with 3+ years of technology industry experience

* Relevant technical experience including (but not limited to);
Windows technologies including Microsoft Office, networking, remote computing and backup systems

Preferred Qualifications:

* Experience with scientific instrumentation

* Experience in Life Science environment

Other Requirements:

* Must be able to remain in a stationary position more than 25% of the time

* The person in this position needs to occasionally move inside and outside labs

* Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.

* Regularly move or lift up to 25 pounds and occasionally move or lift up to 100 pounds

* Specific vision abilities required by this position include without limitation, the ability to observe details at close range (within a few feet of the instrument), distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.

* Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer

The annual compensation range for this full-time position is $59,000to $65,000. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.