Eastridge Workforce Solutions is partnering with the leading supplier of chemical analysis equipment in its search for a Service Technician. Our North Billerica, MA, client solves critical process analysis and measurement problems for customers worldwide with our full line of rugged, fit-for-purpose gas- and liquid-measurement systems. For immediate consideration for this role, apply today.

Responsibilities

• Provides customer service support to GASI Clients, Sales Representatives and Distributors. Assists in the manufacture of the company’s liquid analyzer products.
• Prepares customer service summary reports.
• Co-ordinates the handling of difficult and/or unusual situations.
• Split of duties is expected between customer support and manufacturing support. Position is based in our North Billerica, MA USA office.
• Perform customer service typical activities, so as to continually maintain the operations of GASI installed base of instruments and systems, in alignment with our customers’ expectations
• Working knowledge of Analytical equipment
• Continuously strive to improve our customers’ satisfaction and loyalty
• Continuously improve the uptime and operational availability of our installed base of systems, in alignment with our customers’ expectations
• Provide technical support to our customers as required
• Maintain feedback information for all field problems and activities, in the GASI CRM system customer support module, allowing monitoring and tracking of all activities, as per management requirements and in line with customers’ expectations and with our commitments
• Works with the organization’s other branch offices to resolve problems, facilitate solutions and enhance customer service offerings
• Provides 24/7 phone and email support during assigned schedule
• Ensure that the reaction times to respond to customers’ requests remain constantly in
• alignment with or above their expectations
• Communicate with other service engineers / technicians about training and certification programs requirements to minimize time to repair and maximize systems uptime and corresponding customers’ satisfaction
• Communicate with inside sales team regarding opportunities to drive
• Spare parts sales
• Maintenance & support contracts
• Product trade-ins and upgrades
• Customers and distributors' training
• Record and file all customer service and support requests, in line with our management and company requirements.
• Monitor response time vs. customers’ expectations and our commitments, as well as other key performance metrics for similar customer service and support operations and allows the proper and timely invoicing of these operations.
• Maintain accurate logging of all customer service activities, as per management and company requirements, in such a way that all expenses are tracked and properly accounted for.
• Set up and calibrate the company’s liquid analysis products as part of its manufacturing processes.

Qualifications:

• Associate or bachelor’s degree in chemistry, instrumentation, electronics, or allied discipline. Familiarity with office productivity software and video conferencing tools.
• >25% Field Travel
• Valid Drivers License
• Valid Passport and TWIC card
• Valid Emergency First Aid
• Common Safety Orientation
• Ability to travel outside USA

Eastridge Workforce Solutions is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We celebrate diversity and are committed to creating an inclusive environment for all employees. Please note that Eastridge is unable to provide visa sponsorship to applicants.

We value diverse experiences, including prior contact with the criminal legal system, and applicants with criminal histories are encouraged to apply.Certain clients require Eastridge to perform background checks and Eastridge will consider qualified applicants with criminal histories in a manner consistent with any applicable federal, state, or local law regarding criminal backgrounds, #IPROPLUS