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Associate OneSource Service Support Specialist

  • Location: Rahway, Union, New Jersey
  • Salary: 25-30 per hour
  • Job Type:Contract

Posted 7 days ago

  • Sector: Professional
  • Start Date: 2022-04-26
  • Job Ref: 22-09718
Purpose
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 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.
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 the 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