Responsibilities

In his/her role as Customer Service Representative, he/she manages the portfolio of instruments agreed with PerkinElmer on behalf of the client(s). He/she is responsible for planning the work required on contracted and sometimes non-contracted instruments, for organising and coordinating the work and must ensure that non-contracted work is invoiced. He/she operates on the customer's site(s), or remotely, in compliance with quality/safety and deadline objectives in order to guarantee an optimum level of equipment operation and thus customer satisfaction.

Job Responsibilities

• Using the Computerized Maintenance Management system (CMMS), assigns, distributes and schedules, where required, work orders liaising with the appropriate supervisor or third party contractor.
• On a daily basis, receives all written and electronic customer work requests for and verifies completeness of all entries, where required enters information into the CMMS, issues work order to appropriate Supervisor or third party contractor.
• Using the CMMS schedules all off site calibration send away for as identified by the CMMS.
• Liaises with third party contractor and procurement to ensure valid purchase order (PO) numbers are in place for all non-contract work orders.
• Communicates with end user and third party contractor to determine priority of the work to be performed and gain agreement on an appropriate date for the service and/or repair.
• Communicates with end user to ensure an appropriate hand over of equipment to calibrated off site and ensure that the equipment is calibrated within a timely fashion.
• Uses Client system(s) to book third party contractor site visits.
• Communicates with site LIS Technical Administrator and Site Security to advise of visiting Third Party Contractor.
• Liaises with LIS Technical Administrator to ensure all calibration labels are prepared and distributed where required, following documented process.
• Keeps end user appraised as to the status of the work order until completion of work
• Reviews and updates CMMS records to ensure they accuractely reflect current status of equipment. Where changes effect GxP equipment ensures compliant procedures have been followed.
• Escalates in a timely manner, any issues or concerns that arise

• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills:

• Sense of Customer Service, Excellent understanding of Customer Care
• Good interpersonal skills
• Excellent written and verbal communication skills
• Good organizational skills
• Experience of working with CMMS databases
• Proficiency in Microsoft office packages, Excel, Word, Powerpoint, Outlook

Basic Qualifications:

• Good Educational Background, 3 – 5 years administrative experience                                                                    OR 2 to 3 years' higher education or equivalent experience in commercial management

Preferred Qualifications:

• Knowledge or experience of Life Science Industry Knowledge and experience of GxP