Service Support Representative # 26-20133

About the role

This temporary 6-month role is focused on the timely intake and triage of external customer inquiries for the Service Support team, which assists the global service organization in delivering an outstanding customer experience. You will support Single-Use Technologies hardware and Bio Production Equipment and Automation hardware products throughout the equipment lifecycle.

Responsibilities

• Monitor designated customer support channels and triage incoming external customer inquiries in a timely manner.
• Log inquiries into the appropriate systems and capture complete customer, product, serial number, site, and request information.
• Assess the nature of each request and direct inquiries to the appropriate Service, Technical Support, Quality, Commercial, Order Management, or other internal team.
• Facilitate customer complaint intake by gathering required information and routing the complaint through the established quality process.
• Facilitate return material authorization (RMA) intake for repair, calibration, evaluation, or return requests and coordinate required information for processing.
• Respond to general information and status requests when information is available and escalate requests requiring specialized support.
• Acknowledge customer requests, communicate next steps, and follow up on open items until ownership has been successfully transferred or the request is resolved.
• Identify urgent, critical, or time-sensitive customer issues and escalate them to the appropriate team or manager.
• Maintain accurate inquiry records and support reporting, process documentation, and other assignments or projects as directed by the supervisor.

Requirements

• Bachelor’s Degree preferred with 1-3 years’ experience.
• Experience in the Biotech/Pharma fields a plus.
• Prior customer service experience.
• Knowledgeable with MS Office.
• Experience working with different ERPs.
• Salesforce experience.

Skills

• Able to solve problems, assess requests and understand when to escalate.
• Strong attention to detail and ability to accurately document customer information.
• Ability to work well under deadlines and multitask.
• Excellent verbal and written communication skills.

Schedule

Onsite - Monday through Friday, 8 AM - 5 PM.