Mindlance
Customer Support Specialist
Mindlance, Annapolis, Maryland, United States, 21403
Job Description: Job Description SummaryThe Customer Operations Specialist's role is to ensure complete customer satisfaction with PerkinElmer's services by providing first level support to customers contacting OneSource Support Services. This is a full-time remote position.
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 communicationProcess requests for equipment serviceSchedule regular maintenance and record all event activities in applicable CMMSCommunicate timely program information to selected service providers to ensure satisfactory delivery of servicesMonitor & 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 metCoordination:
Responsibility to provide visibility to accuracy of data in comparison to process, metrics and KPIPresentation of results to managerPoint of escalation within the Customer site teamsPoint of contact within the team to share and implement best practice & training opportunitiesCommunication:
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 Requirements:
Associate Degree and 2+ years of experience in a team-based customer service environment OR High School Diploma with 4+ years of experienceMicrosoft Office experience, including MS OutlookExcellent verbal and written communications skills
Preferred Qualifications:
Bias for action and 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 skillsExcellent Excel skillsOpen to changeOpen to Technological offeringsSelf-motivated individual with strong follow-up skillsLanguage: EnglishComments for Suppliers:
EEO:
"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."
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 communicationProcess requests for equipment serviceSchedule regular maintenance and record all event activities in applicable CMMSCommunicate timely program information to selected service providers to ensure satisfactory delivery of servicesMonitor & 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 metCoordination:
Responsibility to provide visibility to accuracy of data in comparison to process, metrics and KPIPresentation of results to managerPoint of escalation within the Customer site teamsPoint of contact within the team to share and implement best practice & training opportunitiesCommunication:
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 Requirements:
Associate Degree and 2+ years of experience in a team-based customer service environment OR High School Diploma with 4+ years of experienceMicrosoft Office experience, including MS OutlookExcellent verbal and written communications skills
Preferred Qualifications:
Bias for action and 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 skillsExcellent Excel skillsOpen to changeOpen to Technological offeringsSelf-motivated individual with strong follow-up skillsLanguage: EnglishComments for Suppliers:
EEO:
"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."