Service Support Representative

Job Title: Service Support Specialist II
Location: Santa Clara, CA 95054
Duration: 6months W2 contract with high possibility of extension based on performance and depending on business needs.
Pay Range: $35 to $40/Hour on W2
Shift Timing: Monday thru Friday 8AM-5PM

When you're part of the team at ***, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.

How will you make an impact?
The Service Support team assists the global service organization in delivering an outstanding customer experience. Together, we support Single-Use Technologies hardware and Bio Production Equipment and Automation hardware products throughout the equipment lifecycle. This temporary role is focused on the timely intake and triage of external customer inquiries, so requests are accurately captured, acknowledged, and directed to the appropriate internal team.

What will you do?
In this role, you will serve as an initial point of contact for external customer inquiries and help ensure each request is routed to the appropriate team for action. You will facilitate the intake of customer complaints, return material authorization (RMA) requests, and general information requests, while maintaining clear communication and accurate records. You will work closely with Service, Technical Support, Quality, Commercial, Order Management, and other cross-functional teams to support timely handoffs and an outstanding customer experience.

Key responsibilities include:
Monitor designated customer support channels and triage incoming external customer inquiries in a timely manner.
Log inquiries into the appropriate systems and capture complete customer, product, serial number, site, and request information.
Assess the nature of each request and direct inquiries to the appropriate Service, Technical Support, Quality, Commercial, Order Management, or other internal team.
Facilitate customer complaint intake by gathering required information and routing the complaint through the established quality process.
Facilitate return material authorization (RMA) intake for repair, calibration, evaluation, or return requests and coordinate required information 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 successfully 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.

How will you get here?
Education
Preferred: Bachelor's Degree preferred with 1-3 years' experience.

Experience
• Experience in the Biotech/Pharma fields a plus
• Prior customer service experience
• Knowledgeable with MS Office
• Experience working with different ERPs
• Salesforce experience

Knowledge, Skills, Abilities
• Able to solve problems, assess requests and understand 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.