Sr Service Support Representative, SCA

Location: Carlsbad, CA. Standard office environment. Must be legally authorized to work in the United States without sponsorship and able to pass a comprehensive background check, including a drug screen. Relocation assistance is not provided.

About the role

The Sr Service Support Representative provides internal back-office support for a Sales Team that sells Service and Maintenance on OEM Lab Instrumentation. This role impacts the Company's goals to sell Service & Maintenance by creating and handling requests to generate quotes, contracts, tenders, and service orders.

Responsibilities

• Act as point of contact for internal departments to resolve customer questions and requests, primarily supporting the Sales Team.
• Collaborate with other internal teams to provide timely responses to Public and Private Tender invitations with local Service Operations Offices.
• Maintain data quality in the SAP Database, including customer data, install base of instruments, and warranty/contract alignment.
• Prepare service quotations, book contracts against purchase orders, and deliver invoices electronically within company rules and guidelines.
• Work with Regional Managers and Team Leaders to resolve queries.
• Coordinate with team members to identify, document, and resolve efficient procedures.
• Communicate daily with Team, Supervisor, Sales, and other sections as needed, both verbally and in writing, at all levels with the Division's customers.
• Handle minimal outgoing phone calls, mainly to the Sales Team.

Requirements

• Bachelor's degree is preferred (equivalent combinations of education and relevant work experience may be considered).
• Basic knowledge of SAP database or equivalent CRM software.
• Strong written and verbal communication skills.
• Fluent in English; additional language skills are an advantage.
• Good understanding of a service business and customer experience.
• Computer literate in Microsoft Office (Word, Excel, PowerPoint).
• Excellent administrative and interpersonal skills, with the ability to prioritize tasks in a fast-paced office environment.
• Attention to detail, accuracy, and consistent meeting of deadlines.
• Ability to handle multiple assignments, exercise good judgment, and prioritize projects and time efficiently.

Benefits

• Competitive remuneration and annual incentive plan bonus.
• Comprehensive healthcare benefits.
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement.
• At least 120 hours paid time off (PTO), 10 paid holidays annually, and paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave).
• Accident, life, short-term, and long-term disability insurance.
• Retirement and savings programs, including a competitive 401(k) plan.
• Employees’ Stock Purchase Plan (ESPP) with the opportunity to purchase company stock at a discount.

Pay

The hourly pay range for this position in California is $19.64–$24.50. This position may also be eligible for a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy.

Schedule

Standard full-time schedule, Monday through Friday.