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Technical Support Specialist NA - Massachusetts

Ref: 398 Date Posted: Monday 22 Jul 2019
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Job: Technical Support Specialist

Location: Peak Scientific, USA

Job type: Full Time

An exciting opportunity has arisen for a talented Technical Support Specialist to join our Service division, based in Billerica, Massachusetts. 

Peak Inc. is the rapidly expanding North American arm of Peak Scientific, with its main US office located in Billerica, Massachusetts, and plans for further significant growth over the next few years. You would be joining a North American team of around 60 staff, including dedicated sales and field service engineer teams covering the whole of mainland US and key territories in Canada.

THE ROLE: Reporting to the Technical Manager – North America, you will take full ownership of Technical and Service enquiries for our Customers, OEMs, Field and Office teams.

Your main job functions will include:

  • Providing a high level of technical support in conjunction with the service management system.
  • Prioritizing and scheduling of customer requested service/maintenance requests.
  • Responding to and recording all incoming technical calls and emails.
  • Maintaining up to date customer records.
  • Informing line manager of all serious complaints and escalations.


  • Engineering qualification or Service Engineer background.
  • Experience in Fault Diagnosis.
  • Strong knowledge of electrical and mechanical systems.
  • Ability to read/follow electrical, mechanical, and pneumatic diagrams.
  • Good practical skills and a methodical approach to problem solving.
  • Strong telephone manner and Microsoft Office Skills.
  • Knowledge of CRM systems.
  • Self-motivated and the ability to work with minimal supervision.
  • Ability to be flexible on working hour to allow coverage of both seaboards.
  • Good communication and interpersonal skills.

THE COMPANY: We are an award-winning company with our headquarters in Scotland. We have a very strong reputation in the marketplace with plans to grow significantly over the next few years. We export 90% of our sales to approximately 126 countries. We have an expanding operation in the Americas which is headquartered in Billerica, Massachusetts. Individuals who fit our culture and values will have a high degree of professionalism but appreciate our non- corporate feel in a fun atmosphere.

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!


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