Onsite Customer Support Representative

Trescal•San Jose, CA

1d•Onsite

About The Position

Trescal is seeking an Onsite Customer Support Representative to support a key customer at its Palo Alto, California facility. The representative serves as the primary liaison between the customer and Trescal, supporting calibration, asset management, and metrology program activities. The role maintains accurate equipment records, coordinates calibration and repair services, manages customer requests, monitors service metrics, and supports compliance with the customer's quality and metrology requirements. This is an onsite position requiring regular attendance Monday through Friday, with a daily start time no later than 7:00 a.m. PST.

Requirements

High school diploma, GED, or equivalent.
3–5 years of experience in a similar customer service role.
Ability to work onsite at the customer's Palo Alto, California location Monday through Friday.
Ability to begin work each day no later than 7:00 a.m. PST.
Strong organizational and time management skills.
Excellent customer service and relationship-building abilities.
Effective verbal and written communication skills.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
Strong analytical and problem-solving skills.
Proficiency with Microsoft Office applications, particularly Excel.
Ability to work independently and as part of a team.

Nice To Haves

Experience in customer service, account management, operations coordination, calibration, metrology, quality systems, or a related technical environment.
Experience working with databases, asset management systems, or ERP platforms.

Responsibilities

Serve as the primary point of contact for customer inquiries about calibration, repair, equipment status, and metrology services.
Build and maintain relationships with equipment owners, custodians, and key stakeholders.
Follow up on service concerns, complaints, and customer requests.
Support customer meetings and represent the metrology program as needed.
Administer customer portal and user access requests.
Train and support end users on equipment management systems and service request processes.
Support environmental monitoring programs, including tracking temperature and humidity equipment.
Assist with process improvements and continuous improvement initiatives.
Maintain accurate equipment records, including ownership, location, status, certifications, and calibration information.
Create and update records for new assets, manage equipment transfers and status changes, and support customer-specific asset requirements.
Support equipment inventories and database integrity initiatives.
Coordinate calibration, repair, rental, and vendor service activities.
Process service requests, pickups, and priority calibration requests.
Monitor aging reports, turnaround times, and open service requirements.
Track vendor-serviced equipment and ensure services are completed on time.
Support calibration extensions and recertification in accordance with customer requirements.
Generate and maintain reports on calibration status, overdue equipment, rentals, repairs, and service metrics.
Monitor calibration schedule compliance and notify customers about overdue or upcoming service requirements.
Support audit preparation, corrective actions, and metrology program compliance initiatives.
Track key performance indicators, cost savings initiatives, and process improvement efforts.
Coordinate quotes, repair approvals, and customer authorizations.
Assist with rental tracking, cost calculations, and billing reconciliation.
Review invoices, resolve billing inquiries, and maintain records for accurate customer billing and reporting.