Transcat

Customer Support

• Configure and implement new features and functionality within our IndySoft environment in a manner that is both scalable and maintainable
• Integrate separate lab locations into one central IndySoft system, including data migration
• Provide exceptional technical support to Transcat's IndySoft users of varying skill levels via phone, email, and our internal ticketing system
• Troubleshoot IndySoft and related software issues, diagnose problems, and implement effective solutions specific to Transcat's workflows
• Collaborate with Transcat's internal teams (IT, Service Operations, Sales, and Finance) to understand and address IndySoft-related challenges, and test functionality
• Research and escalate complex technical issues
• Document solutions and procedures to ensure knowledge transfer and maintain a comprehensive knowledge base specific to Transcat's IndySoft usage
• Stay up to date on the latest IndySoft training, software releases, and industry trends relevant to Transcat's operations, and provide training to Transcat employees
• Load IndySoft-related software packages and business applicable programs into our software portal and install software onto computers (e.g., Tech Sync, Web Tier Tools)
• Collaborate with the Transcat IT Helpdesk to maintain IndySoft-related hardware, peripherals, and environmental monitoring devices
• Track and communicate software changes between releases and updates

Configuration & Support Specialist

Procurement

Under the direction of the Manager, purchases service and delivers customer facing quotes/proposals for service.
Demonstrates technical knowledge within the area of Calibration and Repair Services and related quality aspects of the process and its impact
Purchases calibration, and, or repair services from various vendors
Work with the lab personnel and management to ensure timely and effective management of the process
Communicate with customer personnel in order to procure method of payment
Obtains competitive bids. Reviews and analyzes price quotations. Coordinates purchase requirements with operating departments.
Prepares purchase orders or bid requests. Coordinates activities involved with procuring services for organization.
Confers with vendors to obtain product or service information such as price, and turn time, and delivery schedule.
Discusses defective or unacceptable services with inspection or quality control personnel, users, vendors, and others to determine source of trouble and take corrective action.
May approve invoices for payment. Provide information to the appropriate departments regarding delivery issues for the return of customer goods.
Must contact customers via both phone & email. Documenting all information within company database(s) as necessary.
Other duties as directed.

Purchasing Coordinator – Sublet

• Serve as conduit for information between operations, sales, and customers
• Support tickets, requests, lead escalation, quotes, and status of items
• Proactively communicate with customers and prioritize work with limited supervision
• Control service workflow and document job status
• Drive turnaround and response time to customers
• Advise customers of status/completion dates and contact for estimates/purchase orders
• Answer customer questions regarding billings, delivery, ship dates
• Generate purchase orders for parts and services
• Maintain department files and records; coordinate driver pickup/delivery
• Process units into calibration lab software; prepare customer paperwork; assist in shipping/receiving
• Actively support company mission, goals, programs, and policies

Customer Service Representative

• Serve as conduit for information between operations, sales, and the customer
• Support tickets, requests, lead escalation, quotes, and status of items
• Independently communicate with customers and prioritize work
• Control service workflow and document job status
• Drive high quality customer deliverables and post sales customer functions relating to calibration service support
• Advise customers of status/completion dates, contact for estimates and purchase orders
• Answer customer billing, delivery, ship date questions
• Generate purchase orders for parts and services
• Maintain department files and records
• Coordinate daily driver pickup/delivery schedule
• Process units into calibration lab software and prepare shipping paperwork
• Assist in shipping/receiving and TMS processing
• Backup for onsite coordination

• Purchases calibration, and, or repair services from various vendors
• Work with the lab personnel and management to ensure timely and effective management of the process
• Communicate with customer personnel in order to procure method of payment
• May interview vendor representative. May develop and evaluate qualified suppliers.
• Obtains competitive bids. Reviews and analyzes price quotations. May negotiate contracts.
• Coordinates purchase requirements with operating departments. May expedite the delivery of critical equipment and/or service.
• May handle one assigned group or type of purchases worth several million dollars per year.
• Reviews requisitions. Coordinates activities involved with procuring services for organization by performing the following duties.
• Confers with vendors to obtain product or service information such as price, and turn time, and delivery schedule.
• Estimates values according to knowledge of market price. Prepares purchase orders or bid requests.
• Discusses defective or unacceptable services with inspection or quality control personnel, users, vendors, and others to determine source of trouble and take corrective action.
• May approve invoices for payment. Provide information to the appropriate departments regarding delivery issues for the return of customer goods.
• May expedite delivery of goods. Must contact customers via both phone & email
• Documenting all information within company database(s) to include CalTrak, C3, Salesforce, and APLUS, and others as necessary
• Other duties as directed.