Service Support Representative

Service Support Representative

The Service Support team plays a critical role in assisting the global service organization to deliver an exceptional customer experience. In this temporary position, you will focus on the timely intake and triage of external customer inquiries, ensuring that requests are accurately captured, acknowledged, and directed to the appropriate internal team. You will support Single-Use Technologies hardware and Bio Production Equipment and Automation hardware products throughout the equipment lifecycle.

• Serve as an initial point of contact for external customer inquiries and ensure each request is routed to the appropriate team for action.
• Facilitate the intake of customer complaints, return material authorization (RMA) requests, and general information requests while maintaining clear communication and accurate records.
• Monitor designated customer support channels and triage incoming external customer inquiries in a timely manner.
• Log inquiries into the appropriate systems and capture complete customer, product, serial number, site, and request information.
• Assess the nature of each request and direct inquiries to the appropriate Service, Technical Support, Quality, Commercial, Order Management, or other internal team.
• Facilitate customer complaint intake by gathering required information and routing the complaint through the established quality process.
• Facilitate RMA intake for repair, calibration, evaluation, or return requests and coordinate required information.
• Respond to general information and status requests when information is available and escalate requests requiring specialized support.
• Acknowledge customer requests, communicate next steps, and follow up on open items until ownership has been successfully transferred or the request is resolved.
• Identify urgent, critical, or time-sensitive customer issues and escalate them to the appropriate team or manager.
• Maintain accurate inquiry records and support reporting, process documentation, and other assignments or projects as directed by the supervisor.

• Customer service experience
• Experience in the Biotech/Pharma fields
• Knowledgeable with MS Office
• Experience working with different ERPs
• Salesforce experience

• Preferred:
  Bachelor's Degree with 1-3 years' experience

This role involves coordinating between teams, solving problems, maintaining accurate records, and delivering a great customer experience. You will work closely with Service, Technical Support, Quality, Commercial, Order Management, and other cross-functional teams. The position provides exposure to the biotech industry and requires proficiency in systems like Salesforce and ERP platforms.

This is a Contract position based out of Santa Clara, CA.

The pay range for this position is $35.00 - $40.00/hr individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.

If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Santa Clara, CA.

This position is anticipated to close on Aug 31, 2026.