OneSource Customer Operations Associate

PerkinElmer; California; On-site; USD 48,000 - 72,000; Full time

Job summary

PerkinElmer seeks an experienced OneSource Customer Operations Associate to coordinate enterprise-level support for designated clients and act as the primary point of contact for service incidents. The role involves scheduling maintenance, managing communications, and working with service providers to ensure timely, high-quality delivery.

Candidates should have an Associate Degree or a High School Diploma with substantial customer service experience, strong MS Office skills, and excellent verbal

Qualifications

• 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.

Responsibilities

• Plan and oversee enterprise-level support and service activities for designated client(s).
• Coordinate resolution of service incidents and escalation of technical issues.
• Collaborate with sales and support groups to demonstrate value of the service offering and identify opportunities for expanded support.
• Refer customers to the correct internal professional to ensure effective escalation and resolution.
• Monitor, respond to customer requests, and schedule regular maintenance and service activities.
• Capture event details in CMMS and communicate program information to service providers.
• Ensure service delivery goals are met and maintain client satisfaction.

Skills

Customer service experience

MS Office

Excellent communication

Teamwork

Education

Associate Degree

High School Diploma

Tools

SAP

ServiceMax

Maximo

Job description

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

Job Title

OneSource Customer Operations Associate

Location(s)

Customer Site - CA

Job Description

The OneSource Customer Operations Associate plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

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, 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.

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

The annual compensation range for this full-time position is $48,360.00 to $72,280.00. The final base pay offered to the successful candidate will be determined by factors including internal equity,