Service Support Representative

Service Support Representative

The Service Support Representative plays a key role in helping the global service organization deliver an outstanding customer experience. This temporary position focuses on the timely intake and triage of external customer inquiries related to Single-Use Technologies hardware and Bio Production Equipment and Automation hardware throughout the equipment lifecycle. You serve as the initial point of contact, ensuring requests are accurately captured, acknowledged, and routed to the appropriate internal teams while maintaining clear communication and thorough documentation.

• Serve as the initial point of contact for external customer inquiries and ensure each request is routed to the appropriate internal team for action.
• Monitor designated customer support channels and triage incoming customer inquiries in a timely and professional manner.
• Log all inquiries into the appropriate systems, capturing complete customer, product, serial number, site, and request information.
• Assess the nature of each request and direct inquiries to Service, Technical Support, Quality, Commercial, Order Management, or other relevant internal teams.
• Facilitate customer complaint intake by gathering all required information and routing complaints through the established quality process.
• Facilitate return material authorization (RMA) intake for repair, calibration, evaluation, or return requests, coordinating all necessary information.
• Respond to general information and status requests when information is available and escalate requests that require specialized support.
• Acknowledge customer requests promptly, communicate next steps clearly, and follow up on open items until ownership has been transferred or the request is resolved.
• Identify urgent, critical, or time-sensitive customer issues and escalate them to the appropriate team or supervisor.
• Maintain accurate inquiry records and support reporting activities, process documentation, and other assignments or projects as directed by the supervisor.
• Collaborate closely with Service, Technical Support, Quality, Commercial, Order Management, and other cross-functional teams to support timely handoffs and a high-quality customer experience.

• Prior customer service experience, preferably in a technical or support-focused environment.
• Strong customer support skills with the ability to handle inquiries professionally and efficiently.
• Proficiency with MS Office applications for communication, documentation, and reporting.
• Experience working with different ERP systems for logging and tracking customer inquiries and requests.
• Salesforce experience for managing customer interactions and records.
• Ability to accurately capture and document detailed customer, product, and request information.
• Strong communication skills to clearly acknowledge requests, explain next steps, and coordinate with internal teams.
• Ability to prioritize and triage multiple inquiries, including identifying and escalating urgent or critical issues.
• Attention to detail and organizational skills to maintain accurate records and support process documentation.

• Bachelor's degree preferred with 1–3 years of relevant professional experience.
• Experience in the biotech or pharmaceutical fields is a plus, especially supporting hardware or production equipment.
• Familiarity with Single-Use Technologies hardware and Bio Production Equipment and Automation hardware is beneficial.
• Comfort working in cross-functional environments and collaborating with service, technical, quality, commercial, and order management teams.
• Ability to support reporting and continuous improvement initiatives related to customer service processes.

This is a temporary role within a global service support environment that focuses on delivering a high level of customer satisfaction. You work closely with cross-functional teams such as Service, Technical Support, Quality, Commercial, and Order Management, primarily through designated customer support channels and business systems. The role involves extensive use of MS Office, ERP platforms, and Salesforce to log,…