Service Support Specialist (Onsite)

Mettler-Toledo International, Inc; Richmond (VA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Tuition reimbursement

Parental and caregiver leave

Paid time off and disability insurance

Employee assistance program

Job summary

METTLER TOLEDO seeks an Sr. Onsite Service Support Specialist to serve as the key on-site resource for dozens of laboratory systems at the Richmond facility.

You will install, calibrate, repair, and maintain semi-automated instruments, diagnosing issues with minimal supervision and ensuring quick, accurate service responses to customers. You will coordinate service activities across teams, maintain records in service management systems, and uphold safety, quality, and regulatory requirements

Qualifications

• Bachelor’s degree in engineering or related technical field preferred.
• Experience servicing laboratory or semi-automated equipment is advantageous.
• Experience with service management databases and CRM systems.

Responsibilities

• Serve as on-site primary service resource for 100+ systems at the Richmond site.
• Install, calibrate, maintain, troubleshoot, and repair equipment per procedures.
• Coordinate service activities, document work, and ensure safety and quality.
• Communicate status and issues to stakeholders and manage customer expectations.
• Support continuous improvement in equipment reliability and service efficiency.

Skills

On-site service

Problem solving

Communication

Team collaboration

Education

Bachelor’s degree in engineering

Tools

CRM systems

Service management databases

Inventory systems

Equipment tracking

Job description

About Mettler Toledo

METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com.

Our Opening and Your Responsibilities

The Sr. Onsite Service Support Specialist is the central point of contact between our customer at the onsite location, internal service teams, technical support resources, and management, the incumbent ensures high equipment uptime, customer satisfaction, and operational excellence. The role serves as a recognized subject matter expert, providing advanced technical guidance and acting as a trusted resource for resolving complex equipment and service-related challenges. Leveraging extensive expertise and sound judgment, the incumbent independently addresses difficult, non-routine, and often ambiguous issues, making recommendations and decisions with minimal supervision while driving effective business and customer outcomes. The essential duties and responsibilities are as follows:

• Perform installations, preventive maintenance, troubleshooting, repairs, calibrations, and qualification support for RAININ semi-automated laboratory equipment in accordance with RAININ procedures and customer requirements.
• Serve as the primary on-site service resource for more than 100 semi-automated laboratory systems located at the PPD Richmond facility.
• Diagnose and repair semi-automation products independently, with minimal supervision.
• Respond to service requests and equipment issues in a timely, professional, and customer-focused manner.
• Coordinate daily service activities for the current installed base and future equipment deployments across the PPD site.
• Prioritize service requests based on equipment criticality, operational risk, and customer impact.
• Schedule service activities and proactively monitor open service events through completion.
• Coordinate the shipment of equipment to and from RAININ Service Depots, including repair tracking, status updates, and follow-up communications.
• Maintain organization and accountability for schedules, inventory, tools, test equipment, spare parts, timekeeping, service documentation, and other administrative requirements.
• Maintain complete, accurate, and compliant service records in company service management systems.
• Ensure the integrity and timely updating of service data, equipment histories, and customer records.
• Support continuous improvement initiatives designed to enhance equipment reliability, service efficiency, operational performance, and customer satisfaction.
• Promote and adhere to all applicable safety, quality, regulatory, and compliance requirements.

Customer Relationship Management

• Serve as the primary on-site RAININ liaison for laboratory stakeholders, customer personnel, and facility representatives.
• Develop and maintain strong customer relationships through professional, responsive, and solution-oriented interactions.
• Communicate equipment status, service performance, open issues, and improvement opportunities to customer stakeholders and RAININ management.
• Maintain timely and effective communication with leaders, peers, customers, and internal support teams.
• Apply technical expertise, training, and sound judgment to resolve unfamiliar or complex equipment issues.
• Escalate technical, operational, or customer concerns to management in a timely and appropriate manner.
• Collaborate with Scheduling Analysts, Service Support Teams, Depot Operations, Technical Support, and other internal stakeholders to coordinate effective service delivery.
• Support the achievement of assigned business objectives and service targets while managing service-related expenses.
• Contribute to a culture of safety, quality, compliance, accountability, and customer focus.

To be eligible for this position, you must be authorized to work in the United States without requiring any employment-based visa sponsorship now or in the future. This includes CPT, OPT, F-1, J-1, H-1B, or any other employment-based visa. Please note that we do not provide relocation or housing assistance at this time.

What You Need to Succeed

• Bachelor’s degree in engineering, Electronics, Electromechanical Technology, Biomedical Engineering, Laboratory Sciences, or a related technical field preferred;
• alternatively, post-secondary education, relevant work experience, or an equivalent combination of education and experience will be considered.
• Experience servicing RAININ or other laboratory automation, liquid handling, pipetting, or semi-automated laboratory equipment.(Preferred)
• Experience performing equipment calibrations, installations, preventive maintenance, repairs, and qualification support.
• Experience working with laboratory instruments and systems in a Good Laboratory Practice (GLP), Good Manufacturing Practice (GMP), or other regulated environment.
• Familiarity with service management databases, customer relationship management systems, inventory systems, and equipment tracking processes.
• Knowledge of quality systems, documentation requirements, and change-control practices applicable to laboratory or regulated environments.
• Relevant technical certifications, manufacturer training, or field service qualifications.
• Demonstrated proficiency in using personal computers, smartphones, and related mobile applications.
• Ability to learn and effectively use proprietary software and RAININ‑specific systems.

Our Offer to You

• Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
• Tuition reimbursement, educational matching gift program, perks and discounts
• Parental and caregiver leave programs
• All the usual benefits such as paid time off, flexible spending, short‑and long‑term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
• Global market strength and worldwide leadership in precision instrumentation
• A brand name that is identified worldwide with precision, quality, and innovation
• Thousands of patents, design and innovation awards across Mettler Toledo
• Global recognition for the quality of our products and services

Equal Opportunity Employment

We are an equal opportunity employer and value diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification. You can find more details in our Equal Employment Opportunity Policy. If you’d like more information about your EEO rights as an applicant under the law, please click here.