Technical Service Analyst (Bogota, Colombia)

We are looking for an organized, proactive person with a strong service mindset to join the LATAM Technical Service team. This role will be key to ensuring operational stability, continuity of technical services, and compliance with the service levels agreed with our customers.
The position will be responsible for executing, coordinating, and following up on administrative and operational activities related to technical service requests, resource scheduling, work order management, equipment traceability, contracts, spare parts, calibration tools, and support for internal processes.

This position Serve as an integrating point between customers, field engineers, local leaders, contracts, logistics, internal areas, and information systems, ensuring an aligned, efficient, traceable, and results-oriented operation.
The person in this role will actively contribute to identifying improvement opportunities, supporting operational control, and strengthening area processes while maintaining high standards of performance and customer experience

 

This role is responsible for executing and controlling the operation with a focus on service stability, making operational decisions that impact contracts, spare parts, and service levels.

It fully manages requests, resource coordination, and case follow-up, ensuring continuity and eligibility of technical services. The role is responsible for spare parts supply management, ensuring timely availability for service execution and directly contributing to the achievement of our service levels.

It acts as an integrating point among customers, field engineers, contracts, logistics, internal areas, and information systems, ensuring an aligned, efficient, and results-oriented operation. This role is an active participant in area initiatives and projects, contributing to the identification of improvement opportunities, operational control, and process strengthening, while ensuring high standards of performance and customer experience.

Key Responsibilities
• Performs daily administrative support activities for technical service across Latin American countries
• Receives and registers technical service requests associated with ASP commercialized equipment eligible for intervention, using the designated information system
• Assigns and schedules the available engineer according to the agenda for the required services
• Follows up on registered work orders to ensure agreed service levels are met according to the contract type, or escalates to local leadership if a potential risk is identified
• Reviews and records information provided by the commercial area regarding the location and registration of ASP commercialized equipment, and maintains traceability information for the generation of field services
• Supports the shipment process for spare parts required by field engineers and follows up with logistics for delivery. Escalates identified difficulties so they can be resolved by the appropriate area or role
• Records and maintains traceability of calibration and monitoring tools in the information system and supports logistics scheduling for their movement to and from the calibration provider
• Records requests for the acquisition of supplies or services in the information system and follows up through closure/invoicing
• Routes requests received through communication channels that are outside the scope of technical service to the appropriate area
• Communicates service scheduling to users/customers according to the agenda agreed with the field leader
• Responsible for capturing customer satisfaction surveys in accordance with the criteria established by the organization
• Compiles technical service support documentation for specific customers
• This position will work closely with technical service, clinical demand generation, indirect channel, and logistics areas
• This position may interact with customers by phone as part of its duties
• Actively participates in special projects and/or tasks as determined by technical service management

Education and Experience Requirements

• Minimum four (4) years of professional experience in areas such as technical service or supply chain
• Undergraduate university degree, bachelor’s degree, or equivalent, preferably related to Biomedical Engineering
• Intermediate conversational English proficiency (B1–B2)
• Spanish–Portuguese language skills desirable (A2)

Role and Competencies Requirements

• Customer care and service chain
• Information system registration and traceability
• End-to-end case and service management
• Validation of eligibility, contracts, and spare parts
• Identification of deviations
• Ability to operate with sound judgment and full autonomy in decision-making aligned with standards and the business
• Critical thinking
• Risk analysis
• Prioritization and sense of urgency
• Professional communication
• Operational reference point