Responsibilities

Purpose

The purpose of the Site Coordinator/Administrator is to help ensure complete customer satisfaction with PerkinElmer by assisting field-based personnel with administrative duties required to deliver OneSource services. 

Key Responsibilities

General Coordination:

Assist all site-based personnel and customers with the following:

• Compile and assemble program governance documentation per agreed cadence, in preparation for review with customer.  Documentation may include instrument inventory list, program financials, KPI’s/metrics, etc.
• Ad Hoc reports
• Maintain savings tracker
• Manage, control and audit site-based instrument spare parts inventory
• General communication / escalation with customers regarding the OneSource program

Instrument Inventory Integrity:

Assist all site-based personnel, internal back office staff and customers to ensure instrument inventory integrity within the data base, by the following:

• Conduct instrument inventory sweeps of all instruments on an annual basis.
• Conduct spot checks of instrument inventory
• Identify changes to instrument inventory, work with site staff and customers to document changes and compile change control documentation (ex.: instrument manufacturer, model, serial number, location, owner, etc.).
• Work with customer and site-based personnel to ensure correct instrument entitlements and financial impact.
• Provide timely information to Workflow Specialists, through the change control process, to update the SAP data base due to instrument inventory changes (MAC process)

Communication:

• Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.
• Communicate timely program information internally Discuss troubleshooting/repair situations with customers, in a professional, cost effective manner, utilizing poise, tact and diplomacy to obtain cooperation and results.
• Escalate problems to manager or the appropriate program leader or customer program contact for strategy development and participation as appropriate.
• Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer’s satisfaction.

Escorting

• Meet OEM or TPV service engineers at customer points of entry, confirm reason for site visit.
• Verify required customer health and safety requirements for site entry have been completed by engineer.
• Escort the engineer to the equipment location and hand off to customer equipment owner/user.
• Upon completion of the service event, escort the engineer back to the customer entry point and obtain a copy of the service report prior to engineer departure.

Basic Qualifications:

• Associates Degree
• 1 plus years experience in a team based customer service environment

Preferred Qualifications:

• B.A/B.S. Degree
• Ability to work effectively in a team and individually; organized with good time management skills.
• Bias for action and high level of commitment to customer.
• Excellent verbal and written communications skills.
• Demonstrated experience and proficiency using software for word processing, email, order entry, and others as required. Proficiency in Microsoft Office; SAP, Service Max.
• Language:  English and Country Language for assigned customers