Support Specialist

What are we looking for in our Support Specialist?

Duration: 3 Months Plus

Pay Range: $25/hr-$30/hr on W2 (DOE)

Summary:

Responsible for lab equipment inventory including calibration and preventive maintenance scheduling with customers and vendors.

Also, must have a valid driver’s license. While performing the duties of this position you must always maintain safe motor vehicle operation

Key Responsibilities

This role is responsible for Asset Management, which includes service support. This team is responsible for following detailed, to add, update and remove customer equipment from asset tracking software. Ensure accurate and timely delivery of customer requests.

Travel Requirements

This position is based in Cambridge MA and will support two facilities located in Cambridge and one in Branford CT. Individual should expect up to 25% travel.

Customer Support

Asset Commissioning

• Work with customer and site-based personnel to ensure correct instrument entitlements and financial impact.
• Perform GEMBA to verify requirements are in place for incoming equipment including space, bench type, electrical, gas, and ventilation.
• Work in collaboration with employee health and safety to ensure a high level of safety is maintained at the site.
• Collaborate with the Customer and Client’s staff to ensure quality and compliance at the site.
• Work with onsite LIS team to schedule repairs and regular equipment maintenance.
• Work with WFS to schedule vendor repairs and regular equipment maintenance.
• Develop customer desired growth by identifying activities in which we can provide additional services, working with all critical Client’s and customer team members and following proper approval processes.
• Perform GSK 200 CPD, 300 Technology Square and Branford annual inventories.
• Manage the Equipment Disposition Program including EDP Surplus sales and disposals.
• ServiceMax/OneSource Asset Support for 200 CPD, 300 Technology Square and Branford Sites to add schedules, complete setups, and changes for existing and newly acquired lab equipment.
• Provide timely information to Workflow Specialists, through the change control process, to update the SAP data base due to instrument inventory changes (MAC process)
• Work with Asset Management Lead and Vendors for asset dispositions (disposals, sales, trade)
• Maintain Customers System of Record as it relates to all service requests
• Continuously monitor new Work Order Requests in Remedy / Service Now to process and assign in-house technician to specific request
• Provide a customer focused first point of contact to answer customer inquiries/service calls
• Initiate calls focused on requesting and expediting request for in-house service and scheduling of activities with the client’s Engineers
• Act as the liaison for external vendors coming onsite to perform requested services.
• Responsible for reviewing, completing, and signing Work Orders in accordance with WREF SOPs
• Review and enter Test Points and Standards Used on all GxP Work Orders and Complete the order.
• Ensure all service reports and documents meet GSK quality guidelines.

Leadership

• Coach and train staff regarding best-in-class customer support.
• Provide clear, continuous communication regarding identifying site support.
• Collaborate with Service Manager to drive talent development, overall business performance, and succession planning.

Basic Qualifications:

-High School Diploma or GED

-Two years customer facing team-based environment.

Working Conditions

• The primary working conditions associated with this position is dependent on the specific customer site and the types of services we support at the site. Conditions can vary anywhere from office areas, lab spaces, to freight elevators etc.
• Employee may be required to manage hazardous wastes in compliance with company procedures & State/Federal/Local hazardous waste regulations. Duties may include Identifying, handling, generating, accumulating, storing, labeling.
• Ensure safety, security, and the environment in all aspects of the daily activities, and any potential safety hazards are addressed and corrected immediately.
• Understand the ergonomic relationship between people, equipment, and working environment.

Other Requirements:

• Must be able to remain in a stationary position for 2-3 hours in laboratory areas.
• The person in this position needs to occasionally move inside and outside the lab.
• Reach above/below the shoulder, bend at the knees and waist.
• Frequently moves up to 25 pounds of laboratory equipment and machinery.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Use of personal protective equipment in laboratory.

Benefits Info

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

#CB

Rate/Salary: $25/hr-$30/hr on W2