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Associate OneSource Service Support Specialist

  • Location: Pennsylvania, United States of America, North America
  • Salary: 25-26.25 per hour
  • Job Type:Contract

Posted 24 days ago

  • Sector: Professional
  • Start Date: 2021-08-30
  • Job Ref: 21-18141
In order to set expectations and to the extent permitted by applicable law, please note that if an applicant is hired for this position, the applicant will be required to prove that the applicant has been fully vaccinated against COVID-19 by the date of hire, subject to any qualified religious or medical exemptions. Please note that the employer reserves its rights to mandate additional vaccine requirements at any time.


Schedule: Monday through Friday Day time schedule with lunch break.

Job Description Summary
Works inside designated customer sites coordinating client moves or providing high touch support. Coordinates and communicates with end users regarding all aspects of the OneSource Program including service call initiation, scheduling, maintenance, inventory data integrity, escorting of vendors for managed activities, safety and day to day lab operations

Job Title: OneSource Workflow Specialist

Purpose
The purpose of this position is to help ensure complete customer satisfaction with by providing first level non-technical and basic technical support to customers contacting OneSource Support Services.
is a global technology leader driving growth and initiative in the Environmental and Human Health Science markets. The role will provide support to the NAM Service Operations organization through responsibility for project work inclusive, but not limited to, adoption, innovation, process creation and training.

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.
Channel product sales inquiries to the appropriate sales/service leader.
Provide back up support for team members assigned to other customers.

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 and
Monitor & respond to customer requests, ensuring response times are within the requirements identified in the customer Statement of Work and Service Level Agreement.
Process requests for equipment service, confirming equipment coverage and service provider, identifying events which will be billable to the customer. Obtain customer purchase orders for billable events before work is started.
Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and assign to engineer, OEM or TPV, working to schedule out 60-90 days in advance of required event.
Follow up on service events to confirm the event has been completed and the customer is satisfied.
Move the Basic start date to reflect service dates which have been moved to a future date.
Utilize SAP, Service Max and/or customers system of record, if required, 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.
Collect required customer data and information for account creation and maintenance, equipment adds to the program, deletes from the program, or entitlement changes. Submit via portal for processing.

Coordination:
Responsibility to provide visibility to accuracy of data in comparison to process, metrics and KPI
Presentation of results to manager
Audit of internal customer data responsibilities
Point of escalation within the Customer site teams
Point of contact within the team to share and implement best practice & training opportunities
Involvement into the renewal process of the customer
SME on project initiatives and value stream mapping exercises

Purchase Req and PO Creation:
Obtain required documentation and approval prior to creation of Purchase Requisitions for service requests to be completed by suppliers.
Identify Customers instrument/system-based or technical need & ensure that required documentation is secured prior to purchase requisition release.
Negotiate and contact vendors for Service, pricing and discounts, according to discount matrix.
Identify vendor /OEM contract up for renewal, 90 days before renewal
Work with service delivery team to ensure service delivery goals are met for cost savings, cost avoidance and KPIs (Key Performance Indicators).
Assist with vendor satisfaction surveys; provide results to service leadership, service provider and customer where appropriate.

Out of Scope Charges:
Run required reports to identify service events which require charge back to the customer.
Complete the chargeback process, obtaining customer approvals where required, in advance of PKI customer invoicing.
Maintain surveillance and escalate to service leadership any instances where billing cannot occur due to pending customer approval or funding issues.

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 customers satisfaction.

Requirements:

B.A/B.S. Degree or Associate Degree, or 3+ years of experience in a team-based customer service environment.
Understanding of GMP, GXP environments
Ability to work effectively in a team and individually; organized with great time management skills.
Bias for action and high level of commitment to customer.
Excellent verbal and written communications 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 and Country Language for assigned customers
This role requires employees to be fully vaccinated against COVID-19 as a condition of employment, subject to a valid medical or religious accommodation