Company

PerkinelmerSee more

addressAddressBoston, MA
type Form of workFull-time
salary Salary$45.3K - $57.4K a year
CategoryInformation Technology

Job description

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 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 Requirements:

  • Associate Degree and 2+ years of experience in a team-based customer service environment OR High School Diploma with 4+ years of experience
  • Microsoft Office experience, including MS Outlook
  • Excellent verbal and written communications skills

Preferred Qualifications:

  • High level of commitment to the customer.
  • Ability to work effectively in a team and individually; organized with great time management 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

The annual compensation range for this full-time position is $43,680.00 to $65,000.00 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.

Refer code: 8440339. Perkinelmer - The previous day - 2024-03-03 14:41

Perkinelmer

Boston, MA
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