Technical Service Support Chemist

1 month ago

Shelton, United States Milestone Inc. Full time

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 have an excellent opportunity for a Technical Service Support Chemist to assist our Service Manager in providing quality technical and application support across our microwave products used for digestion, extraction and chemical synthesis; our mercury analyzers; and our clean chemistry line of products. This role will be responsible for troubleshooting client issues in a professional and timely manner; as well as maintaining detailed notes in our database. The ideal candidate will be client centric, where they are always willing able to find an answer for the customer.


Responsibilities:

Client Support: Utilize outstanding communication skills to provide remote technical support (troubleshooting) client issues via phone and email

  • Customer Support calls are triaged by the Service Coordinator before transferred to the Technical Service Support Specialist for assistance
  • Partner with Service Manager and SRL (Milestone Partner) as needed to obtain resolution for client

Dispatch: Create and dispatch all reactive work orders as necessary

  • Provide quotations for non-contract work orders
  • Ensure timely service and client communication by field team

Documentation: Follow SOP (standard operating process) for proper escalation of unresolved issues to the appropriate internal team members

  • Keep accurate and detailed records of inquiries and resolutions.
  • Update SharePoint with service notes, updated parts lists, service manual, etc.
  • Where applicable turn resolutions into a SOP document to send to future clients.
  • Take an active lead developing and providing Service Department team with training documentation and modules.

Miscellaneous: Serve as a backup for Service Coordinator and Service Manager across these areas:

  • Dispatching work orders (reactive repairs, PO work and monthly MMs, PMs, etc.)
  • Entering new instruments (warranties, dispatches, etc.)
  • Daily Transfer Orders for all service-related part requests
  • Revenue (quoting, calling/emailing to follow up)
  • RMA’s, Meter tracking, NIS part ordering


Requirements:

  • Bachelor’s Degree in Chemistry
  • 2-5 years work experience in at least one of the following settings: contract laboratory (fast pace and time sensitive in servicing client needs), or analytical instrumentation company (providing technical customer support)
  • Experience with microwave technology or complimentary areas such as analysis, calibration, maintenance, or troubleshooting instrumentation
  • Electromechanical experience/aptitude
  • Computer architecture knowledge, analytical instrumentation software knowledge, and experience upgrading and troubleshooting software and hardware are a plus
  • Experience reading electrical schematics and use of multimeters measurements: AC/DC current, amperage, resistivity, continuity
  • General knowledge of single wave spectrometer measurements
  • Commitment to excellent customer service
  • Strong attention to detail, record keeping, and organizational skills
  • Excellent written and verbal communication and interpersonal skills
  • Ability to prioritize and manage multiple responsibilities in a fast-paced environment
  • Proficient in MS Office applications
  • Experience with Salesforce or ServiceMax (or similar platforms) is preferred


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

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