Office Administrative and Customer Support - Service Support Representative
About The Position
The Service Support team assists the global service organization in delivering an outstanding customer experience. The team supports Single-Use Technologies hardware and Bio Production Equipment and Automation hardware products throughout the equipment lifecycle. This temporary role focuses on timely intake and triage of external customer inquiries so requests are accurately captured, acknowledged, and directed to the appropriate internal team. The Service Support Specialist II is an initial point of contact for external customer inquiries and helps ensure each request is routed to the appropriate team for action. The role facilitates intake of customer complaints, return material authorization (RMA) requests, and general information requests, while maintaining clear communication and accurate records. The position works closely with Service, Technical Support, Quality, Commercial, Order Management, and other cross-functional teams to support timely handoffs and a strong customer experience.
Requirements
- Prior customer service experience.
- Knowledge of Microsoft Office.
- Experience working with different ERP systems.
- Ability to solve problems, assess requests, and recognize 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.
Nice To Haves
- Bachelor’s degree preferred.
- One to three years of experience preferred.
- Experience in the biotech or pharmaceutical fields.
- Salesforce experience.
Responsibilities
- Monitor designated customer support channels and triage incoming external customer inquiries in a timely manner.
- Log inquiries into appropriate systems and capture complete customer, product, serial number, site, and request information.
- Assess each request and direct it to the appropriate Service, Technical Support, Quality, Commercial, Order Management, or other internal team.
- Gather required information for customer complaints and route complaints through the established quality process.
- Facilitate RMA intake for repair, calibration, evaluation, or return requests and coordinate the information required 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 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.
