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Service Support Specialist I

Job Summary:

NanoString Technologies is seeking an energetic and highly motivated Service Support Specialist who will report to the Senior Director, Instrument Service and will be primarily responsible for supporting the Field Service Team. The Service Support Specialist will play a key role in the day to day operation of the service group. They will be responsible for the efficient scheduling of the Field Service Engineers (FSE's), making sure our customers receive timely world class service and support. Triage all incoming service complaints and schedule the FSE's to quickly and efficiently repair instruments. Keep all service records up to date, this includes but not limited to, service contract status, PM dates, hardware configuration, address and contact information. This person will be an integral liaison between Instrument Service department and other internal departments such as Shipping, Sales, Technical Services, Accounting, Quality as well as external customers.

Essential Functions:

  • Manage external customer calls/emails regarding service and maintenance of instruments. Respond to inquiries, prioritize and resolve customer's problems. Ensures all problems are resolved comprehensively and follow-up is completed per established time frames.
  • Responsible for customer complaint processing, data input and fulfilling customer requests regarding service and reporting on repair status.
  • Work closely with the Technical Services Department to resolve problems including customer issues and engineer scheduling.
  • Use Microsoft Dynamics CRM to maintain accurate service records.
  • Handle all instrument documentation and ensure it is completed per standards.
  • Track department metrics. Provide data reports and analysis.
  • Ensure all SOP's and standards are followed.
  • Aware of practices and processes utilizing current management tools.
  • Assist FSE's with scheduling, ordering service parts/kits, and CRM case handling.
  • Coordinate all instrument deliveries and installations
  • Track contract expirations and work with Sales team to provide service contract quotes to customers.


  • Bachelor's degree or equivalent experience.
  • Minimum 2 years of work-related experience supporting service organizations.
  • Demonstrated ability to handle highly confidential information appropriately.
  • Proficient with Microsoft Excel and Power Point.
  • Strong verbal and written communication skills, and excellent computer skills.
  • Ability to prioritize tasks in a fast-paced environment.
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