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Customer Service Administrator

United Kingdom

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Location Stevenage, GB Job ID JR-026205

Under direct supervision responsible for, but not limited to, the administration of third party contractors on a daily basis for all activities relating to equipment supported by LIS across UK GSK R&D and Consumer Health Care (CHC) R&D Sites. Responsible for daily management of all Third Party Contractors carrying out work on laboratory equipment with GSK R&D and CHC sites ensuring that GSK and PerkinElmer procedures are followed in relation to their Health and Safety whilst working on site. Follows up as required to ensure customer satisfaction to all work order requirements. To work closely with all members of the Customer Services and wider LIS teams to provide a proactive and focussed approach efficiently meeting and advancing the business needs.

Key Responsibilities:

  • Responsible for the administration of the computerized Maintenance Management System (CMMS), ensuring the update and closure of workorders in order to meet and exceed agreed contractual metrics
  • Work in conjunction with third party contractors in order to maintain full compliance of work order closure as per GSK compliance guidelines and in order to work towards contractual metrics
  • Act as the customer services lead for raising of OOR reporting to the client
  • Provides regular updates to the customer requesting work in a timely fashion
  • Act as a first point of contact for all Third Party Contractors on arrival at the Stevenage site (and when required other R&D and CHC sites), ensuring that they are managed in line with GSK and PerkinElmer prescribed procedures.
  • Administer & manage all EHS & GXP induction in line with GSK and PerkinElmer procedures for all Third Party prior to commencement of work
  • Through the use of specified PerkinElmer/GSK tools manage the compliance of third party engineer inductions to site.
  • Ensure that for all Third Party Contractors working on site; a Risk Assessment and Method Statement is in place and a Permit to work completed with the co-operation of all departments for the area/job in which they are working on.
  • Provide all Third Party contractors with appropriate documentation to complete work derived from CMMS database
  • Management of the calibration label procedure for the Stevenage site, ensuring that the LIS process is followed for all identified equipment.
  • Perform security vetting checks on visiting third party contractors when required in line with GSK site security procedures
  • Ensure all compliant documentation including, but not limited to, engineering service reports are stored and filed according to GxP and GDP practices
  • Assist both GSK and PerkinElmer in the preparation for audits. Retrieve documentation for inspection purposes
  • Liaise on a daily basis with other LIS staff across all sites
  • Reports any scheduling failures to the local scheduler and or customer (as required) in order to reschedule
  • Performs all work in accordance with established safety procedures
  • Complies with all company policies and procedures and adhere to company standards
  • Escalates in a timely manner any issues or concerns that arise to the Harlow/Ware Lead Planner Scheduler
  • Performs other duties as required
  • Complies with all company policies and procedures and adhere to company standards
  • Assists with the support of other Technical administration roles within the LIS account team at other sites when required
  • Performs other duties as required

Qualifications and Key Skills:

  • Good Educational Background and 3 – 5 years administrative experience
  • Excellent understanding of Customer Care
  • Knowledge or experience of Life Science Industry
  • Knowledge and experience of GxP
  • Excellent written and verbal communication skills
  • Knowledge and understanding of EHS procedures
  • Experience of working with CMMS databases
  • Ability to multitask and prioritise own workload
  • Proficiency in Microsoft office packages, Excel, Word, Powerpoint, Outlook
  • Ability to travel.

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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.

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