Service Support Assistant

TA Instruments, Inc. New Castle , DE 19721

Posted 7 days ago

OverviewTA Instruments is seeking a Service Support Assistant responsible for shared services such as cover the Service Hotline, direct callers to the right department, enter STOs in SAP, prepare service quotes for Shop repairs, etc. We are looking for a highly organized person with superior Customer Service skills.Typical tasks of the position include, but are not limited to

  • Shared responsibility for coverage of the Service Hotline. Assist and direct callers as needed to the correct area of Department. Calls can be for Contracts, Technical Support, Return Numbers, Repair Status, Quotes, etc.

  • Enter Stock Transport Orders (STO) in SAP for inventory transfers to Service personnel. Verify part number validity and stock availability. Communicate urgencies to Shipping Department. Confirm order acknowledgement with Field Service Representatives (SRs). File associated documentation for Audit as needed.

  • Prepare Service quotes for Shop repairs, Service visits and Contracts, as needed. Follow up on Shop quotes to ensure Purchase Orders are received.

  • Provide Return Authorization numbers (RA#) to customers and SRs for repairs and return of defective equipment/spares.

  • Share the process of verification and SAP upload of the Field Service Reports for invoicing and goods issue. Review and correct repair reports for proper data entry, verify Customer information, terms and Tax Exemption status in preparation for invoicing.

  • Generate monthly Contract renewal and Warranty expiration files for follow-up by the SRs.

  • Share the process for invoicing in SAP all Service Contracts.

  • Prepare Miscellaneous Shipping Orders (MSO) and International Commercial Invoices for shipment of Customer repairs and miscellaneous items to the field.

  • Maintain SAP Instrument Database by processing Field and Internal reported changes.

  • Perform Specialized Administrative duties within area of assignment, such as periodic Field/Revenue reports, quarterly installation backlog reports and Service inventory reconciliation.

  • Perform Service inventory transactions as needed

The successful candidate will have a combination of knowledge, skills, and experience that would include the following

  • Knowledge normally acquired through completion of an Associate's degree; or equivalent combination of education and experience.

  • Strong knowledge of Microsoft Suite of Products, primarily Excel

  • Experience with SAP

Required Competencies:

  • Customer Service

  • Responds promptly to customer needs; Superior phone etiquette.

  • Teamwork

  • Contributes to building a positive team spirit; Supports everyone's efforts to succeed.

  • Professionalism

  • Reacts well under pressure; Treats others with respect and consideration regardless of their status or position

  • Quality

  • Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality

  • Quantity

  • Completes work in timely manner; Strives to increase productivity.

Company Description

As the world's leading supplier of thermal analysis and rheology systems, TA Instruments is a fast growing and highly profitable division of an S&P 500 company, priding itself in innovation and an uncompromising commitment to customer support. Our continued growth relies on recruiting and developing individuals that can make a positive contribution to our business. For additional information about our high technology products sold to Global Fortune 500 companies and leading academic institutions and government laboratories around the world, visit our website at www.tainstruments.com.

Headquartered in Delaware, with manufacturing sites in the US and Europe, we are represented in all of the major markets around the world with sales offices in the USA, Canada, Japan, India, China, Taiwan, South Korea, Brazil, Mexico, Australia and across Europe.

TA Instruments is an Equal Opportunity Employer.


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Service Support Assistant

TA Instruments, Inc.