Job: Technical Support Specialist
Location: Noida, India
Job type: Permanent
THE COMPANY: 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. With over 20 years of sustained growth, Peak has firmly established itself as a dominant player in a global market for laboratory gas generation worth over £250m in 2019, with a focus on manufacturing cutting-edge products and 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 ROLE: Reporting to the Service Delivery Manager – India, you will take full ownership of Technical and Service enquiries for our Customers, OEMs, Field and Office teams. This will be predominantly office based (80%) with need-based service/business travel (20%).
Main work functions
Online Technical and Service Support: Act as a first point of contact for phone calls, chat and emails from internal and external customers regarding Service issues and technical queries. Provide first line of possible remote (Video/ Telecall) troubleshooting and resolutions upon initial contact from customer by self or using our internal Resource / knowledge base & various tools. Must meet customer expectations with consistent and effective communication. Share & Increase customer feedback on service quality.
Ticket Management (SAP & Zen Desk):
Ticket creation, allocation and closure for every service visit maintaining highest level of ticket accuracy: address/contact details, service category etc . SAP updation Raise ticket on time with prior planning for workload of Engg to manage cost and effective FSE utilization. Ensure that warranty is registered in system. Peak standard - Maintain accurate up-to-date status on all tickets - Ensure that concerned team has been properly communicated before closing a ticket request. Log all phone calls, chats and email in our call logging tool, updating with relevant information and escalate as necessary within SLA's.
Escalation call monitoring:
To register and coordinate for escalated calls systematically. Communication with corrective measures is shared with all stakeholders and customer. Issues more than 3 days pending in customer complaint tool must be escalated.
Pre-requisites for new Installations:
Share pre-installation requisites with customers for new installations
Preventive Maintenance & Kits ordering:
Ensure proper PM scheduling along with right kit and communication with customer and Engg. Advance Stock maintenance for the upcoming three months PM scheduled and share the list of required kits accordingly.
Data Analysis: Trend analysis:
Periodic analysis of work tickets to assess the breakdown types, issues with certain products and customer locations. Contracts data analysis: - Analysis of Components used under CSP and warranty and report for any trend.
Implementation of Service Delivery related policies:
Timely updates in SOP’s as per changing requirements and ensure implementation. Ensure all in-house repairs are carried out in line with returns process and turned around within SLA.
Coordination with various service providers for scheduled and unscheduled calibration of Standard service equipment.
Reporting:(Monthly):
Meet or exceed all Helpdesk metrics and process. Quad report to be shared on monthly basis which will be divided into No. of Service visits (divided into type of visit). Major Breakdowns Post upgrade failures Breakdowns with respect to cause.
THE CANDIDATE:
5+ years’ experience in customer segments ( Pharma, CRO, A&R etc.) of maintaining pressure systems including Compressor/ hydraulic/ filtration or analytical equipment like chromatography like GC & MS will be advantageous and preferred.
Education & Competencies:
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Diploma or degree in engineering/ Sciences
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Strong knowledge of electrical and mechanical systems.
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Ability to read/follow electrical, mechanical, and pneumatic diagrams.
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Good practical skills and a methodical approach to problem solving.
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Disciplined and Ability to work under pressure against tight deadlines.
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Good verbal and written communicating & influencing skills
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Strong telephone manner and Microsoft Office Skills.
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Knowledge of CRM/ SAP systems.
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Self-motivated and the ability to work with minimal supervision.
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Ability to be flexible on working hour to allow coordination with global HQ.
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Good team player, with the ability to adapt and learn with agility.
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Compliance at all times with customer Health and Safety requirement.
At Peak we target individuals who fit our culture and values. The atmosphere is fun, friendly but with a high degree of professionalism and a non- corporate feel. We respect our colleagues, customers and suppliers and we offer freedom to act, to challenge the status quo but to also take responsibility. Our environment is dynamic, with real energy, presenting great opportunities for personal and professional growth for the right candidate.
If you have what it takes to be part of Peak, make the move today and click APPLY!