Associate Service Support Specialist
San Juan, Argentina
Responsibilities
Location San Juan, Puerto RicoUS Job ID JR-029653Job Title: Associate Service Support Specialist
Location: Guaynabo, PR
Type of Assignment: Fulltime
Imagine a world where you could detect health issues sooner to treat them more effectively. Where food and water are always safe, even in remote corners of the earth. And where scientific and medical research are enhanced to solve the greatest challenges of our times. At PerkinElmer, we imagine this world every day. Then, we innovate and collaborate to make it happen everywhere.
Our dedicated team of about 16,000 employees worldwide, pioneers scientific technologies for better detection, imaging, and informatics to help our customers work to create healthier families, improve the quality of life, and sustain the well-being and longevity of people globally.
If you are seeking a meaningful, impactful, and stimulating career, look no further.
Purpose
The purpose of this position is to help ensure complete customer satisfaction with PerkinElmer by providing first level support to customers contacting OneSource Support Services.
Primary Responsibilities
General Customer Support:
- As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer, or reassignment path, achieving resolution and customer satisfaction.
Service Scheduling and Processing:
- Monitor & respond to customer requests ensuring effective communication
- Process requests for equipment service
- Schedule regular maintenance and record all event activities in applicable CMMS
- Communicate timely program information to selected service providers to ensure satisfactory delivery of services
- Monitor & respond to customer requests, ensuring response times are within the requirements identified in the customer Statement of Work and Service Level Agreement.
- Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and dispatch, accordingly, coordinating scheduling meeting customer site requirements.
- Follow up on service events to confirm the event has been completed and the customer is satisfied.
- Utilize applicable CMMS, to capture pertinent detail regarding the event.
- Complete follow-up transactions in an organized, detailed, efficient manner, meeting deadlines. Data entry is accurate and errors minimal.
- Work with service delivery team to ensure service delivery goals are met
Coordination:
- Responsibility to provide visibility to accuracy of data in comparison to process, metrics and KPI
- Presentation of results to manager
- Point of escalation within the Customer site teams
- Point of contact within the team to share and implement best practice & training opportunities
Communication:
- Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.
- Communicate timely program information to selected service providers to ensure satisfactory delivery of acquired services and materials.
- Discuss troubleshooting/repair situations with service providers or customers, in a professional, cost effective manner, utilizing poise, tact and diplomacy to obtain cooperation and results.
- Monitor open requests, working to achieve closure, and meeting metrics requirements.
- 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.
Basic Qualifications
- Associate Degree
- 3+ years of experience in a team-based customer service environment.
Preferred Qualification
- B.A/B.S. Degree
- Understanding of GMP, GXP environments
- Ability to work effectively in a team and individually; organized with great time management skills.
- Bias for action and high level of commitment to the 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, and Maximo experience desirable.
- Exceptional Analytical skills
- Excellent Excel skills
- Open to change
- Open to Technological offerings
- Self-motivated individual with strong follow-up skills
- Language: English and Spanish
PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.
