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Associate OneSource Service Support Specialist

Remote:

Full Remote

Contract:

Fixed term

Experience:

Senior (5-10 years)

Work from:

Canada, California (USA), United States

Offer summary

Qualifications:

Bachelor's degree with 2 years experience in customer service, Associate's degree with 5 years experience in customer service, Proficiency in Microsoft Office and SAP, Experience in GMP, GXP environments, Familiar with scientific laboratory scheduling.

Key responsabilities:

Refer customers to correct internal professionals for effective resolution.
Monitor and respond to customer requests to meet timelines.
Schedule and record maintenance activities using applicable CMMS.
Communicate timely information to service providers for service delivery.
Follow up on services to ensure customer satisfaction.

TalentBurst, an Inc 5000 company Human Resources, Staffing & Recruiting Large https://www.talentburst.com/

1001 - 5000 Employees

See more TalentBurst, an Inc 5000 company offers

Job description

Title: Associate OneSource Service Support Specialist
Location: Remote
Contract Duration:· 6 months (Contract to hire)

40 HR/wk, M-F, 7:30-4PM
6 months

Location: Remote or Onsite? 100% REMOTE
Sacramento, CA (Prefer Southern CA or CA local)

Daily Responsibilities/Job Description: 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

Interaction level with Management/Team Members:
Daily

Skills Overview:

Qualifications/years of experience: Bachelors degree with 2 years of experience in a team-based customer service environment OR
Associate's degree with 5 years of experience in team based customer service environment
Must Haves: 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.
Technology Requirements: Experience working in GMP, GXP environments. Proficiency in Microsoft Office; SAP, Service Max, and Maximo experience desirable.

Additional Requirements:
Scheduling and maintenance repair experience. Familiar with Scientific Laboratory

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