Onsite Customer Support 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 Onsite Customer Support Representative to join our team to support a key customer in Palo Alto, CA. 

The Onsite Customer Support Representative will service as onsite customer support for a key customer. They will serve as the primary liaison between the customer and Trescal, supporting calibration, asset management, and metrology program activities. This role ensures accurate equipment records, coordinates calibration and repair services, manages customer requests, monitors service metrics, and provides ongoing support to maintain compliance with customer quality and metrology requirements.

This is an onsite position located at the customer's Palo Alto facility. Regular attendance on-site is required Monday through Friday, with a daily start time of no later than 7:00 a.m. PST.

Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for customer inquiries related to calibration, repair, equipment status, and metrology services.
• Build and maintain strong relationships with equipment owners, custodians, and key stakeholders.
• Conduct regular follow-ups to address service concerns, complaints, and customer requests.
• Support customer meetings and represent the metrology program as required.
• Administer customer portal and user access requests.
• Provide training and support to end users on equipment management systems and service request processes.
• Support environmental monitoring programs, including temperature and humidity equipment tracking.
• Assist with implementation of process improvements and continuous improvement initiatives.

Asset Management and Calibration Service Coordination

• Maintain accurate equipment records, including ownership, location, status, certifications, and calibration information.
• Create and update equipment records for new assets.
• Manage equipment transfers, status changes, and customer-specific asset requirements.
• Support equipment inventories and database integrity initiatives.
• Coordinate calibration, repair, rental, and vendor service activities.
• Process service requests, pickups, and priority calibration requests.
• Monitor aging reports, turnaround times, and open service requirements.
• Track vendor-serviced equipment and ensure timely completion of services.
• Support calibration extension and recertification activities in accordance with customer requirements.

Reporting and Administrative Support

• Generate and maintain reports related to calibration status, past-due equipment, rentals, repairs, and service metrics.
• Monitor compliance with calibration schedules and notify customers of overdue or upcoming service requirements.
• Support audit preparation, corrective actions, and metrology program compliance initiatives.
• Track key performance indicators, cost savings initiatives, and process improvement efforts.
• Coordinate quotes, repair approvals, and customer authorizations.
• Assist with rental tracking, cost calculations, and billing reconciliation activities.
• Support invoice reviews and resolve billing-related inquiries.
• Maintain records necessary for accurate customer billing and reporting.

Requirements

• High School diploma, GED, or equivalent
• Minimum of 3-5 years’ experience in a similar customer service role
• Ability to work onsite at the customer's Palo Alto, CA location Monday through Friday
• Ability to begin work each day no later than 7:00 a.m. PST
• Experience in customer service, account management, operations coordination, calibration, metrology, quality systems, or a related technical environment preferred.
• Experience working with databases, asset management systems, or ERP platforms preferred.
• Strong organizational and time management skills.
• Excellent customer service and relationship-building abilities.
• Effective verbal and written communication skills.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Proficiency with Microsoft Office applications, particularly Excel.
• 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.