What are the responsibilities and job description for the Operation associate position at PerkinElmer?
Responsibilities
Location Boston, MassachusettsUS Job ID REQ-054096
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.
- 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.
Basic Qualifications :
- B.A / B.S. Degree or Associate Degree, or 3 years of experience in a team-based customer service environment.
- 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, ServiceMax, 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
The annualcompensation range for this full-time position is $48,360.00 to $68,000.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.
PDN-9d85eeed-5185-43be-848a-9f0dace75d0f
Last updated : 2024-11-20
Salary : $48,360 - $68,000
