OneSource Service Support Specialist - United, United States - TalentBurst

TalentBurst United, United States

3 weeks ago

Description

Job Title: OneSource Service Support Specialist
Location: Lower Gwynedd, PA
Duration: 3 Months with high possibilities for extension

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, work to achieve closure, and meet 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.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.

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
Interaction level with Management/Team Members: Daily

Skills Overview:

Qualifications/years of experience:
2+ years
Associate degree
Must Haves:
Customer Service Face to Face Experience
Effective Internal Communication Skills
Presentation Skills
Technology Requirements:
Microsoft Office
Additional Requirements

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