Responsibilities

Job Responsibilities

Escorting of third party service personnel:

• 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 and work order status prior to engineer departure.

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.

Instrument Inventory Integrity:

• Conduct instrument inventory sweeps of all instruments on an as-needed basis.
• Conduct spot checks of instrument inventory.
• Identify changes to instrument inventory, work with department staff and customers to document changes and compile change control documentation (ex.: instrument manufacturer, model, serial number, location, owner, etc.).
• Provide timely information to Customer Operations Team, through the change control process, to update the SAP database due to instrument inventory changes (ARC process)
• Conduct additional lab support activities as agreed upon by departmental leadership and PKI.

• 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:

• Ability to multi-task and work under pressure to balance conflicting deadlines
• Excellent interpersonal, written, and verbal communication skills
• Technical problem-solving skills and attention to details
• Excellent customer service skills complimented by an ability to listen to and interpret client requests
• Initiative driven with proactive skill set to improve processes
• Ability to read and interpret chemical labeling and hazardous signage

• Intermediate MS Office Skills: Outlook, PowerPoint, Word.
• Ability to be pro-active, independent, and detail-oriented

Basic Qualifications:

• Associates degree with 1+ years' experience in a customer facing role within a scientific environment OR
• High School Diploma with 2+ years’ experience in a customer facing role within a scientific environment

Preferred Qualifications:

• Certification/Associates degree in relevant field  and 1-2 years of experience in a customer facing role within a scientific environment.
• Basic Understanding of GLP/GxP and/or experience working in a compliance driven environment. 

Working Environment:

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory. 
• Job pace may be fast and job completion demands may be high. 
• Must be able to remain in a stationary position more than 25% of the time 
• The person needs to move between labs, corridors, adjoining rooms, and buildings onsite Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.   
• Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds). 
• Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.   
• Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer. 
• May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hazards present in the laboratory environment.

The annual compensation range for this full-time position is $50,000 to $60,000. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.