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Field Service - Operation Support Specialist

Operation Support Specialist

This position will be responsible for developing processes that help keep the Field Service department organized and focused on our customers. This position will report to the Director of Field Service and play an important role in scheduling and maintaining the operations of the department.

Responsibilities:
Support visitors - Log date of visit in calendar; provide hotel and transportation accommodations
Send monthly outstanding reports to customers and agents.
Send monthly questionnaires for jobs performed and log results in database
Track response times for emails, phones and support hours for closing tickets
Send daily follow up email to customers and agents for open field service tickets
Log Contracts in Access Database
Support Field Service Agents with service kits, ordering and shipping requirements
Service suitcases- design a check in/out system and track parts needed and carried by the technician to lower shipping cost
Tool Calibration- monitor all calibrated tools and schedules
Contractor compliance- track and store information, onsite requirements, and complete necessary paperwork
Send pre-install packet when new orders are placed and follow up with tracking numbers once the order is shipped.
Job Packets- process expense reports, job tickets and log into database
Expedite service parts and test if needed.
Track purchase orders, job schedules, and parts shipped to customer sites
Quote Service contacts in CRM when warranty runs out and when requested by customer.
Weekly follow up of past due opportunities in CRM database.
Follow up with and email customers with instruments older than 1 year
Must be able to lift 25lbs and sit for long periods of time.
Must follow company policies, procedures, and safety regulations

Background Requirements:
Bachelor or Associates Degree
Highly organized and exceptional time management skills
Expert use of Microsoft Suite (excel, access, outlook)
Experience with CRM or databases
Proven background in customer support and service
Technical (Electro/mechanical) knowledge or background is preferred but not required


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