Service Support Specialist (Onsite)

Mettler Toledo AG; Richmond (VA); On-site; USD 70,000 - 95,000; Full time

Job summary

Rainin, a unit of Mettler Toledo AG, seeks a Sr. Onsite Service Support Specialist to be the central point of contact at the Richmond facility, ensuring high equipment uptime and customer satisfaction.

You will install, maintain, troubleshoot, calibrate, and qualify Rainin semi-automated lab systems, coordinate service activities, and manage records in service management systems. Join a team dedicated to reliability, safety, and continuous improvement, delivering timely service and superior

Qualifications

• Experience providing on-site service for complex laboratory equipment.
• Ability to diagnose, repair, calibrate and qualify semi-automated systems.
• Strong focus on customer satisfaction and timely, professional communication.

Responsibilities

• Perform installations, preventive maintenance, troubleshooting, repairs, calibrations, and qualification support for Rainin semi-automated laboratory equipment.
• Serve as the primary on-site service resource for 100+ systems at the PPD Richmond facility.
• Diagnose and repair, with minimal supervision, and respond to service requests in a timely, professional manner.
• Coordinate daily service activities, schedule service events, and monitor open issues through resolution.

Skills

On-site service

Troubleshooting

Preventive maintenance

Repair

Calibrations

Customer focus

Time management

Communication

Tools

Service management systems

ERP systems

Logistics coordination software

Job description

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.