Technical Support Specialist
4 weeks ago
We are seeking a highly motivated Technical Support Specialist to join our team at Peak Scientific, Inc. This role is responsible for providing exceptional technical support to our customers, distributors, and OEMs across EMEA.
Key Responsibilities:- Manage technical support workload, prioritizing emails and phone calls based on urgency and responding within agreed Service Level Agreement (SLA)
- Provide technical support in conjunction with the service management system (SMS)
- Respond to incoming technical enquiries in a professional, prompt, and efficient manner to ensure total customer satisfaction
- Work closely with Service Managers to ensure all phone calls resulting in Field Service Engineer (FSE) on-site assistance are responded to and organized within SLA of 2 hours
- Use SMS to ensure all relevant field visit data is captured by FSEs, with system-generated visit reports being promptly sent to customers
- Collaborate with FSEs to ensure cost-effective and efficient planning of the monthly workload, ensuring that any breakdown visit meets the customer response time SLA
- Self-motivation and ability to work with minimal supervision
- Able to interface comfortably with customers at all levels, both internally and externally
- Ability to work under pressure against tight deadlines
- Good organizational skills
Peak Scientific, Inc. is a leading innovator in the design, manufacture, and support of high-performance gas generators for analytical laboratories. With direct operations in every continent around the world, we prioritize delivering successful outcomes for our customers. Our values are structured around our colleagues, our customers, and our service, and we strive to maintain a fun, friendly, and informal atmosphere within the business.
We are an equal opportunity employer and value diversity at our company. We welcome applications from all qualified individuals regardless of their religion and beliefs, race, sexual orientation, age, gender identity, disability, or any other protected classification.
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