Field Service Specialist

Field Service Specialist

Location:  Marlborough, MA, Hybrid Schedule

 

OVERVIEW

Responsibilities will include dispatching of service calls to field service staff to minimize customer down-time, while also overseeing field service calendars and schedules. Position will make a positive impact on cost reduction, inventory accuracy, field service efficiency, and customer satisfaction. Ensures continued collaboration with Customer Service to meet customer needs and priorities. Interfaces with Optos and Third-party service personnel to release documentation an service procedures in line with GMP standards and regulations. Compliance guidelines are for ISO and FDA standards are to be implemented within our Quality system for handling of service procedures along with tooling requirements.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Work with Field Service Engineers daily to place parts orders and returns in business CRM system
• Ensure that parts order and returns drive inventory accuracy while also minimizing customer downtime and shipping cost
• Collaborate with warehouse to facilitate inventory handling improvement ideas with Field Service staff
• Dispatch Field Service Engineers to customer sites for field service repairs to reduce system downtime – inclusive of both reactive and proactive service
• Work with 3rd party service company to ensure delivery of service instructions and manuals with proper procedures in place
• Document and facilitate training of Field Service Engineers and 3rd party together with proper documentation and process controls
• Ensure tools handling process is administered and upheld with service teams while providing replacements and visibility amongst teams
• Collaborate with Customer Service to ensure customer response priorities are upheld and adhered to
• Provide assistance in the area of scheduling training or retraining
• Ensure Field Service dispatch activities help drive improvements in service metrics
• Assist with the collection and analysis of field data in support of strategies and plans and to provide status of field service performance
• Escalate all downtime or conflict emergencies to service managers
• Assist Corporate Accounts Team with any field-related customer issues

MINIMUM QUALIFICATIONS

• Bachelor’s degree or equivalent technical education gained through work experience
• rganization and Professionalism
• Problem-Solving and Process Oriented
• Thrives in a team environment
• Ability to produce high quality work under pressure and within tight timescales
• An ability to work within tight deadlines and manage time effectively
• Strong team player with flexible attitude to work priorities
• Excellent written and verbal communication skills
• Good computer skills (MS Office applications). 

 

SALARY & BENEFITS

At Optos, we offer a highly competitive compensation and benefits package.

•   Salary $66-68K

•   Participation in the company bonus plan

 

EQUAL OPPORTUNITIES EMPLOYER
Equal opportunity employer including disability and veteran status.
 

 If you feel you have the necessary skills and experience and want to join a great team, please click on the Apply button!