Job Title: Associate OneSource Service Support Specialist
Location: Indianapolis, IN 46225
Duration: 12 Months Plus
Pay Range: $18/hr-$23/hr on W2 (DOE)
This is a Technician role. Often considered a "bag-carrying" repair specialist.
Performs client site servicing, repair and/or installation of company product(s). This job may include any aspect of product field support, including system hardware and software, medical or laboratory devices and equipment, and systems networking.
Provides technical support to customers on operational or maintenance aspects of system equipment. Serves as customer contact on technical and service related problems. Diagnoses mechanical, hardware, software and systems failures using established procedures. Determines the most cost effective repair/resolution to minimize customer downtime. Prepares reports for analysis of product failure trends and serviceability issues.
Responsibilities:
Provide scheduled preventative maintenance for contract customers, and remedial maintenance for noncontract customers billed at an hourly rate.
Drive toward zero service recalls.
Complete assigned preventive maintenance calls at customer sites within the prescribed time frame and established performance standards.
Demonstrate knowledge of and adherence to service agreement provisions to provide adequate billing information to the customer.
Drive the leads of new service agreements, service agreement upgrades and instrument add-ons to existing contracts.
Educate and promote the purchase of training, support, software, laboratory services products, consumables and field-installed computer hardware/software upgrades.
Maintain updated documentation around dispatch, inventory and service support functions of the job.
Perform timely uploads and downloads of required data to ensure the integrity of service system(s).
Accountable for assigned company assets to include Company vehicle, tools, test equipment (MTE), telecommunication equipment, assigned service parts inventory, etc.
Manage appropriate levels of inventory to ensure adequate supply and records are maintained.
Proactively develop technical and soft skills to maintain and enhance client's value proposition to the customer.
Display exceptional written and verbal communication skills and actively interface with peers and customers.
Develop organization awareness of other functional groups and product lines to direct customers or others to appropriate resources.
Seek higher level certification through participation in company-sponsored training & development offerings.
Complete all administrative tasks to include but not limited to time reporting, LMS training, etc.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.
Basic Qualifications:
Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering or Information Technology
1+ years of experience in analytical equipment, mechanical equipment, and/or lab environment
Preferred Requirements:
Bachelor's degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering or Information Technology
Experience using Microsoft 365
Exposure to analytical equipment and/or lab environment
Knowledge of laboratory safety practices
Ability to travel by air, vehicle and/or other means of transportation as business requires. Travel will vary depending on territory requirements and/or customer base.
Certification of company training on equipment
Strong interpersonal skills; team player with customer satisfaction focus
Ability to follow written and verbal directions, read and understand technical bulletins and service manuals, work under time constraints, maintain alertness and concentration, work safely with potential electrical, chemical, radiologic, and biologic hazards using universal precautions
Ability to communicate clearly and effectively with peers, managers, customers and other technical support professionals is critical to successful performance in this role
Physical Requirement:
The physical demands defined are representative of those that must be met by an employee to successfully perform the essential functions of this job:
Regularly be required to walk, stand, sit and talk or hear; to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms.
Occasionally required to climb or balance; stoop, kneel, crouch, or crawl.
Frequently lift and/or move up to 25 pounds, and occasionally lift or move weights up to 100 pounds.
Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
Benefits Info
Pride Global offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.