Service Support Specialist - Milestone : Job Details

About the Company:

Milestone's innovative solutions have been developed for laboratories around the world performing sample preparation, with the aim of helping them, by offering an integrated solution able to render their activity easier, faster and safer. With over 50 patents and 20,000 systems globally we are a market leader committed to providing the scientific and industrial communities with the highest quality instrumentation.

About the Role

We are seeking an experienced Service Support Specialist to provide technical and application support for our microwave digestion products, mercury analyzers, and clean chemistry solutions. This role requires strong troubleshooting abilities and a customer-focused approach to resolve client issues efficiently. The ideal candidate is skilled in electromechanical repair, analytical instrumentation maintenance, and remote support.

Responsibilities:

• Client Support: Utilize outstanding communication skills to provide remote technical support (troubleshooting) for client issues via phone and email. Coordinate with the Service Manager and Milestone partners to resolve escalated issues.
• Dispatch: Create and dispatch all reactive work orders as necessary, provide quotations for non-contract work orders, and ensure timely service and client communication by field team.
• Documentation: Adhere to standard operating procedures (SOP) for issue escalation, maintain detailed records of service interactions, and update documentation in SharePoint. Develop training materials and SOPs to enhance team efficiency.
• General Support: Serve as backup support for the Service Coordinator and Service Manager, assisting with work order dispatching, instrument registration, and part order processing

Requirements:

• Education: a Bachelor's degree in Mechanical Engineering, Electrical Engineering, or a related field, OR a Bachelor's degree in Chemistry or a related field.
• Technical Background: 5 years of experience in technical customer support or electromechanical repair for analytical instrumentation. Proficiency with analytical instrumentation software, troubleshooting, and computer architecture. Ability to read electrical schematics and perform multimeter measurements, including AC/DC current, amperage, resistivity, and continuity.
• Customer Service Skills: Experience in a client or customer facing role. Exceptional written and verbal communication and interpersonal skills, attention to detail, and record-keeping skills.
• Time Management: Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
• Technology Proficiency: Proficient in MS Office; experience with Salesforce, ServiceMax, or similar platforms is preferred.

Preferred Requirements

• Experience in a contract laboratory environment as an end-user of analytical instrumentation, especially in sample preparation, analysis, or related laboratory processes.
• Knowledge of microwave technology or similar instrumentation.

Benefits Milestone will offer you:

• Comprehensive benefit package (medical, dental, vision)
• We will cover 70% of your medical premium and 60% of any spouse/dependents
• We will provide STD, LTD, and Basic Life Insurance coverage at no cost to you
• You can contribute to the 401k after 90 days of service
• We will contribute 3% of your salary after 1 year of service
• We will support ongoing training and development of your skills