Field Customer Support Specialist

BASICSUMMARY:

The Field Customer Support Specialist I provides on-site and depot technical service for instruments and delivers customer-facing coordination and communication to ensure timely, high-quality resolution of issues.

Therole performs troubleshooting, repair, preventive maintenance, calibration and qualification under applicable quality standards, while coordinating schedules, triaging service requests, and maintaining clear stakeholder communication. The position interfaces closely with Sales, Technical Services, Quality, and the wider Customer Care team.

ESSENITALDUTIES AND RESPONSIBILITIES:

A. Customer Operations & Coordination

• Serve as the primary coordinator for assigned customer tickets, managing case creation, scheduling, status updates, and closure across CRM platforms such as ServiceMax, Service Cloud, SFDC, and other applicable systems.
• Plan and organize weekly field activities to meet customer needs and internal priorities; communicate proactively with stakeholders.
• Provide first-line triage and remote guidance (email/phone/online) and escalate to senior Field Customer Support Specialist or Technical Services as needed.
• Deliver basic instrument orientation and user training at customer sites; support product demonstrations when requested.
• Capture and relay customer insights (use cases, pain points) to commercial sales or relevant stakeholders to support revenue growth and customer retention.

B. Technical Service (Depot & Field On-site)

• Execute troubleshooting, repair, preventive maintenance, calibration, and qualification of instrument systems per SOPs—either in-house (depot) or at customer sites.
• Maintain, configure, and manage loaner instruments; coordinate logistics and returns.
• Manage spare-parts procurement and inventory levels required to meet service turnaround targets.
• Ensure timely, complete, and accurate service documentation and handover notes to customers and internal teams.

C. Quality & Compliance

• Follow and help improve SOPs for field and depot activities; maintain audit-ready records (service reports, qualification protocols).
• Operate in compliance with ISO 9001, ISO/IEC 17025, cGMP and Data Integrity (ALCOA+) where applicable; support customer audits within remit.
• Record and escalate customer complaints; participate in investigations, risk assessments, and change control as assigned.

D. Systems & Documentation

• Update all service activities in CRM(ServiceMax / Service Cloud / SFDC) and related platforms in a timely manner.
• Archive completed qualification protocols and service reports according to company policy.
• Use company-provided software tools and templates to ensure data integrity and traceability.

General Requirements

• Maintain confidentiality of client information in accordance with SOPs and Quality Agreements.
• Adhere to Company Policies, Code of Ethics, and Health & Safety requirements.
• Follow company travel policy and maintain flexibility to meet customer/business needs.
• Collaborate with cross‑departmental teams to support the achievement of overall business objectives.
• Actively seek improvement within the area of responsibility and takes necessary action to implement such improvements.
• Perform other related duties as assigned by manager.

QUALIFICATIONS

Education &Experience:

• Bachelor’s degree in engineering or Life Sciences (Microbiology, Biology, or Chemistry) with two (2) years relevant experience in field service, technical, laboratory, or research; OR
• Diploma in Engineering or Life Sciences; Microbiology, Biology or Chemistry with four(4) or more years of experience in field service, technical, laboratory or research.
• Experience in cGMP/regulated environments is preferred; prior customer-facing experience is an advantage.
• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.

Skills:

• Strong communication and presentation skills; ability to work cross-functionally and respond to customer needs.
• Proficiency with Microsoft Office and CRM tools (ServiceMax / Service Cloud / SFDC).
• Organized and able to manage schedules, travel, and administrative tasks in a fast-paced environment.