Customer Service Representative

Description

Trescal is a growing company, looking for new talent to join our organization! We are the premier independent calibration, repair, and asset services provider in the U.S. We provide our customers single-source, cost-effective, best-in-class solutions.

Our team is comprised of talented professionals who excel at providing industry leading calibration, repair and asset management services to our customers. As an employee at Trescal, you will join a people-centric company with an incredible culture. We encourage new ideas and suggestions in order to continue to offer both customers and employees the services and benefits in a dynamic, global marketplace. We value teamwork, integrity, quality, innovation, and dynamic engagement. 

We have a great opportunity for a Customer Service Representative to join our team to support a key customer in San Jose, CA. 

Responsibilities:

• Responsible for the management and coordination of calibration efforts at a key customer location San Jose.
• Responding promptly and professionally to customer inquiries and assist them via phone, email, and chat.  Serves as the main point of contact for service-related issues and escalates problems as appropriate.  
• Manage equipment calibration and compliance programs, including identification and investigation of out-of-tolerance (OOT) conditions, assessment of operational impact, and coordination of corrective actions through resolution.
• Conduct routine laboratory audits to ensure calibration status is accurately identified and equipment labeling complies with quality and regulatory requirements.
• Coordinate calibration schedules with equipment owners and stakeholders, including proactive follow-up on upcoming and overdue calibrations.
• Serve as the primary liaison for third-party calibration and preventive maintenance providers, coordinating onsite service activities and technician access.
• Review, validate, and maintain calibration records, certificates, and asset documentation within the asset management system.
• Administer asset lifecycle activities, including recall management, status updates, decommissioning, and disposition of past-due or non-compliant equipment.
• Evaluate and determine appropriate corrective actions for overdue assets, including in-house calibration, vendor service, repair, removal from service, or replacement.
• Oversee equipment shipping, receiving, pickup, and return logistics to support calibration and maintenance activities.
• Monitor and maintain asset inventory accuracy by investigating and resolving discrepancies involving lost, inactive, retired, or incorrectly classified equipment.
• Generate and analyze calibration, compliance, and operational performance reports to support quality, audit, and management requirements.
• Support internal and external quality audits by preparing documentation, resolving findings, and ensuring ongoing compliance with ISO and company standards.
• Process billing and financial transactions related to calibration and maintenance services, ensuring accuracy and contract compliance.
• Communicate calibration status and equipment availability to end users to minimize operational disruptions and maintain business continuity.
• Develop and deliver monthly business review presentations highlighting key performance indicators, service metrics, operational achievements, and continuous improvement initiatives.
• Collaborate cross-functionally with laboratory personnel, quality teams, vendors, and leadership to ensure effective asset management and regulatory compliance.

Requirements

• High School diploma, GED, or equivalent
• Minimum of 3-5 years’ experience in a similar customer service role
• Excellent communication skills, both verbal and written
• Strong problem-solving and critical thinking skills
• Ability to multitask and prioritize in a fast-paced environment
• Empathy and patience when dealing with customers
• Ability to work independently as well as part of a team

Benefits:

We believe people are the most important part of every business, which is why we offer more than just great health insurance plans at a great rate. At Trescal, we have a strong track record of retaining our employees by providing challenging work experiences, learning and development opportunities, and a success oriented collaborative environment.

In addition, we offer paid time off, a 401k plan, career development opportunities, referral bonuses, and a competitive benefit package.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability or veteran status.

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