Service Supervisor - Fluorescence

The HORIBA Group of worldwide companies provides an extensive array of instruments and systems for applications ranging from automotive R&D, process and environmental monitoring, in-vitro medical diagnostics, semiconductor manufacturing and metrology, to a broad range of scientific R&D and QC measurements. Proven quality and trustworthy performance have established widespread confidence in the HORIBA Brand.

Inspired by our unique motto, “JOY and FUN,” we focus on social responsibilities by building state-of-the-art products for scientific advancement, especially for protecting health, safety, and the environment. “HORIBARIANs,” the HORIBA employees all over the world, look forward to working with additional creative and entrepreneurial self-starters. To learn more about our unique culture, visit our culture page.

GENERAL SUMMARY:

The service supervisor is a technical and hands-on person with excellent customer service skills and supervisory experience. The Service Supervisor is responsible for managing the product service specialists, supporting our field service engineers and customers, and also for growing service revenues for the Fluorescence division, located in Piscataway, NJ

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include, but are not limited to, the following:

  • Support the Product Specialists (service) and ensure that they are providing complete technical support via email, phone, and remote sessions to our customer base.
  • Support the Fluorescence Field Service Engineers (FSEs) as needed.
  • Back up Product Specialists and FSEs as needed [customer support, installation, testing, etc.]
  • Primary contact for internal and external escalation management processes.
  • Work with the National Service Manager and Product Line Managers (PLMs) to implement continuous product training for product specialists, FSEs, and affiliates.
  • Initiate and actively participate in the content creation of service technical notes, service manuals, and documentation.
  • Create and implement post-sales campaigns to increase revenues [upgrades, contracts, paid services, etc].
  • Responsible for monitoring and delivering agreed-upon KPIs for the post-sale product support team and implementing corrective actions as needed.
  • Maintain the CRM platform (ServiceMax) and create dashboards with appropriate KPIs.
  • Support sales, production, R&D, and quality functions as needed.
  • Participate in the assembly, testing, and QC of instruments as needed.
  • Attend service meetings for internal and external customers as needed. Some of them could be out of regular working hours due to time differences between Europe and Asia.
  • Coordinate in-house service meetings for our global service network.
  • Oversee the in-house service repair center for fluorescence cases.
  • Plan and prioritize service cases, repairs, and system refurbishments.
  • Work closely with HORIBA affiliate offices to ensure service cases are being addressed.

 

Requirements:

  • Bachelor's or Master’s degree in science or engineering
  • Experience with optical spectroscopies such as fluorescence or Raman
  • Experience with service database systems (ideally ServiceMax)
  • Highly organized with the ability to balance multiple tasks simultaneously.
  • Able to work independently as well as as part of a team.
  • Excellent customer service skills.
  • Effective communication and time management skills
  • Ability to plan, set goals, give direction, and meet objectives efficiently.
  • Excellent problem-solving skills.
  • Strong leadership skills.
  • Willingness to learn and grow.
  • Ability to support direct reports so that they can achieve their potential.
  • Experience with SAP and Salesforce systems is a plus
  • Technical proficiency in instrumentation and electronics
  • Efficient in Word, Excel, and PowerPoint

 

Compensation Package:

HORIBA Instruments offers a competitive compensation package that includes a 401(k) plan with match; employee group dental, vision, life, and disability (short and long-term) paid for by the company: medical insurance, family dental and vision insurance, and supplemental life insurance available with reasonable employee contributions; employee assistance program; paid holidays, vacation, and sick time; flexible spending accounts; and educational reimbursement and commuter benefit programs.

If you are an individual with a disability and need accommodation during the application or hiring process, please call (732) 494-8660 for assistance. HORIBA will provide reasonable accommodations, upon request, to support individuals with disabilities to be able to participate in the hiring process. HORIBA is committed to making our workplace accessible for individuals with disabilities.

EEO/Affirmative Action/Veteran Status/Disabilities.

 

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