- As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer, or reassignment path, achieving resolution and customer satisfaction.
- 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
- 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
- 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.
- 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
- 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
Lab Customer Support Rep//Medical Rep//Medical Customer Support Rep - Ambler, United States - TekWissen ®
Description
Job Title: Associate OneSource Service Support Specialist
Duration: 3 Months
Location: Springhouse, PA 19002
Job Type: Contract to hire
Work Type: Onsite
Primary Responsibilities
Pay Rate: $ / Hourly/ W2
Overview
Tekwissen Group, is a workforce management provider throughout the USA and many other countries in the world. The below job opportunity is to one of Our clients who is a global leader in analytical testing, deliver a comprehensive portfolio of complete solutions - systems, software, consumables, and on-site and online services - with one overarching purpose: to help make the world healthier, cleaner, and more sustainable.
General Customer Support:
Service Scheduling and Processing:
Coordination:
Communication:
Basic Requirements:
Preferred Qualifications:
TekWissen Group is an equal opportunity employer supporting workforce diversity.