Technical Support Specialist

Technical Support Specialist

Hybrid role: Westford, MA - 3 days onsite

Estimated Annual Base Salary: $65,000-$80,000

Peak Scientific

PEAK Scientific is a leading nitrogen generator manufacturer and global expert in high-performancenitrogen gas generator and hydrogen gas generator systems for LC-MS, GC, GC-MS and other applications used in laboratories around the world. Putting our customers first is at the heart of everything we do which is why we help lower operational costs, reduce environmental impact and remove the uncertainty and inconvenience of traditional recurring gas supply with an in-house gas generation solution from PEAK Scientific.

Job Overview

As Technical Support Specialist reporting to the Head of Service & Operations – North America, you will take full ownership of technical and service enquiries for our Customers, OEMs, Field and Office teams.

Duties and Responsibilities

• Providing a high level of technical support in conjunction with the service management system.
• Prioritizing and scheduling of customer requested service/maintenance requests.
• Responding to and recording all incoming technical calls and emails.
• Maintaining up to date customer records.
• Informing line manager of all serious complaints and escalation.

Skills and Qualifications

• Associates degree or technical school background and 5 years’ experience in a technical field
• Complete and detailed understanding of pressure systems and transportable gases
• Good practical skills and a methodical approach to resolving problems.
• Experience in Fault Diagnosis.
• Ability to read/follow electrical, mechanical, and pneumatic diagrams.
• Good practical skills and a methodical approach to problem solving.
• Strong telephone manner and Microsoft Office Skills.
• Knowledge of CRM systems.
• Self-motivated and the ability to work with minimal supervision.

Living by the Peak Values

• Put Customer First, keep customer needs at the heart of every decision and action
• Be Innovative, always curious and open to new ideas and better ways of doing things
• Stay Agile, be responsive and make timely, considered and well-informed decisions taking accountability for the outcomes
• Always Respectful, kind and supportive, always look for the best in each other and strive to help one another do a better job
• Show Pride & Passion, be proud about what we do and enjoy our work

Peak Scientific is an equal opportunity employer and does not discriminate on the basis of race, color, religion or creed, national or ethnic origin, gender, sexual orientation, genetic background, age, disability, military service, or any category protected under applicable law in its hiring, employment or other programs and activities.