Job Title: OneSource Service Support Specialist
Hourly Rate: $34
Target Start Date: 03/10/2025
Expected End Date: 09/10/2025
Hours: 40 HR/wk, M-F, 7:30 AM – 4:00 PM
Location: Onsite, San Diego, CA

 

Position Overview

Daily Responsibilities / Job Description

Asset Onboarding:

• Coordinate the delivery and installation of client-purchased instruments with the Original Equipment Manufacturer (OEM) at local and remote client sites.
• Coordinate the transportation of instruments to the client lab site, ensuring safe de-crating to prevent instrument damage.
• Update data records to ensure complete and accurate visibility of instrument delivery and installation data.
• Collaborate with client Capital Asset Stewards to ensure accurate instrument tagging.
• Coordinate the removal and transfer of assets to and from client sites.
• Maintain training and compliance in health and safety, security, environmental, and operational aspects of daily activities in the working environment.
• May be required to travel to other client sites for training and meetings.

Communication:

• Open work orders for repairs and planned maintenance on behalf of scientists.
• Communicate and escalate issues with customers regarding the OneSource program.
• Serve as the primary interface to the customer site on behalf of the OneSource program.
• Engage with technically oriented personnel, quickly establish rapport, and gain their confidence, respect, and trust.
• Provide timely program updates, discuss troubleshooting/repair situations, and professionally handle customer interactions using tact and diplomacy.
• Escalate problems to the manager, program leader, or customer contact for strategy development and participation as needed.
• Follow up to ensure all questions, requests, and customer commitments are addressed or resolved to the customer's satisfaction.

Escorting:

• Meet OEM or TPV service engineers at customer entry points and confirm the reason for their site visit.
• Verify that required customer health and safety requirements for site entry have been completed by the engineer.
• Escort the engineer to the equipment location and hand off to the customer equipment owner/user.
• Upon service completion, escort the engineer back to the customer entry point and obtain a copy of the service report before departure.
• Verify the performance of maintenance or installation and confirm if a return visit is required.

Skills Overview

Qualifications & Experience

• Education:
  • Associate’s degree OR
  • High School Diploma (or equivalent) with 2+ years of experience in Inventory Management

Must-Haves:

• Strong data analytics and reporting skills
• Project Management experience
• General knowledge of lab instruments
• Ability to work independently and in a team environment
• Effective written and verbal communication skills
• Strong multi-tasking and organizational skills

Technology Requirements:

• Demonstrated experience and proficiency in SAP systems and MS Office Suite

Additional Requirements

• The position is in a research laboratory environment
• A fast-paced work environment with high job completion demands
• Physical Requirements:
  • Must remain in a stationary position for more than 25% of the time
  • Potential exposure to lab-based hazards (e.g., chemicals, biologicals, potent compounds, research materials, high temperatures, etc.)
  • Must occasionally move inside and outside labs
  • Regular bending, squatting, stretching, and reaching for service functions
  • Occasionally move or lift up to 25 lbs (potential for lifting up to 50 lbs)
  • Vision Requirements: Close-range observation, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
  • Occasionally operate a computer and office equipment (e.g., calculator, copy machine, printer)
  • May be required to handle hazardous wastes per local, state, and federal regulations