Peak Inc. is the rapidly expanding North American arm of Peak Scientific, with its main US office located in Westford, Massachusetts, and plans for further significant growth over the next few years. You would be joining a North American team of around 100 staff, including dedicated sales and field service engineer teams covering the whole of mainland US and key territories in Canada.
The Technical Support Specialist is responsible for providing technical support to customers, OEMs, and Field and Office teams. This role involves responding to incoming technical calls and emails, prioritizing service/maintenance requests, and maintaining customer records. The TSS will work under the direct supervision and receive training to develop foundational skills in fault diagnosis, electrical and mechanical systems, and customer service. This position will be based out of the Westford, MA office. Please note this is not an IT related role, it's to support our Engineers and Customers on our Gas Generators.
Your main job functions will include:
- Providing technical support to customers and internal teams via phone and email, following established procedures and protocols.
- Assisting in prioritizing and scheduling customer service/maintenance requests using the service management system.
- Responding promptly to incoming technical calls and emails, recording all interactions and maintaining accurate customer records.
- Collaborating with Lead Technical Support Specialist and Service Engineers to resolve technical issues and escalate as necessary.
- Assisting in informing the line manager of any serious complaints or escalations encountered during customer interactions.
- Participating in training sessions and workshops to develop technical skills and product knowledge.
- Maintaining compliance with customer health and safety requirements during all interactions and activities.
THE CANDIDATE:
- Associates degree or technical school background with 1-2 years of relevant experience in a technical skill field.
- Self-motivation and the ability to work with minimal supervision.
- Quick learner with the ability to adapt to new skills and technologies.
- Good practical skills and a methodical approach to problem-solving.
- Strong communication and interpersonal skills.
- Ability to interface comfortably and effectively with internal and external stakeholders at all levels.
- Ability to adapt well to change.
- Demonstrated understanding of basic fault diagnosis and troubleshooting techniques.
- Familiarity with CRM systems and Microsoft Office.
- Ability to effectively multi-task.
- Good communication and interpersonal skills.
- Ability to work collaboratively in a team environment.
Peak Scientific is a global leader in developing innovative gas generation solutions for analytical laboratories in a wide variety of industries including life sciences, biomedical, pharma, petrochemical and environmental. After over 20 years of sustained growth, Peak is well established as a dominant player in laboratory gas generation - a market which is estimated to be worth over £250m globally, and still growing. This success is a result of a continual focus on manufacturing cutting-edge products and in directly supporting customers across the world with industry-leading service and maintenance. With over 20 overseas offices across every continent and over 600 staff globally, Peak is one of Scotland’s manufacturing success stories of the past decade.
The company is offering a competitive package and opportunities to develop within an expanding international company. We respect our colleagues, customers and suppliers and we offer freedom to act, to challenge the status quo but to also take responsibility. If you have what it takes to be part of Peak, click APPLY!
Peak Scientific is an equal opportunity employer and values diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification.