Onsite Customer Support Representative

Trescal Inc.•San Jose, CA

1d•$26 - $33•Onsite

About The Position

Trescal is seeking an Onsite Customer Support Representative to support a key customer at its Palo Alto, California facility. Trescal provides calibration, repair, and asset services, and describes its culture as people-centric and collaborative, emphasizing teamwork, integrity, quality, innovation, and engagement. The representative serves as the primary liaison between the customer and Trescal for 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 customer quality and metrology requirements. This is an onsite role requiring regular attendance Monday through Friday at the customer's facility, with a daily start time no later than 7:00 a.m. PST.

Requirements

High school diploma, GED, or equivalent.
Minimum of 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 contact for customer inquiries concerning calibration, repairs, equipment status, and metrology services.
Build relationships with equipment owners, custodians, and other stakeholders; follow up on service concerns, complaints, and requests.
Support customer meetings and represent the metrology program as needed.
Administer customer portal and user access requests, and 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 equipment records covering ownership, location, status, certifications, and calibration information; create and update records for new assets.
Manage equipment transfers, status changes, customer-specific asset requirements, inventories, and database integrity activities.
Coordinate calibration, repair, rental, and vendor services; process service requests, pickups, and priority calibration requests.
Monitor aging reports, turnaround times, and open service requirements; track vendor-serviced equipment and help ensure timely service completion.
Support calibration extensions and recertification according to customer requirements.
Generate and maintain reports on calibration status, past-due equipment, rentals, repairs, and service metrics.
Monitor calibration schedule compliance and notify customers of 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, billing reconciliation, invoice reviews, and billing inquiries.
Maintain records needed for accurate customer billing and reporting.