OneSource Customer Operations Associate

PerkinElmer; Harrisburg (Dauphin County); On-site; USD 48,000 - 72,000; Full time

Job summary

PerkinElmer in the United States seeks a OneSource Customer Operations Associate to plan and oversee enterprise-level support and service activities for client products. You will coordinate service delivery, manage maintenance scheduling, and drive proactive support to reduce downtime.

You'll collaborate with sales and support teams, ensure accurate data in CMMS, and communicate effectively with service providers and customers.

Qualifications

• Associate Degree and 2+ years of experience in a team-based customer service environment.
• MS Office experience including MS Outlook; strong written/verbal communication.
• Experience with SAP, ServiceMax, and Maximo is desirable.

Responsibilities

• Plan and oversee enterprise-level support and service activities for designated clients.
• Coordinate service delivery, scheduling, and maintenance activities in CMMS.
• Act as the single point of contact for client escalations and issue resolution.
• Collaborate with sales and support to demonstrate value and identify opportunities.
• Maintain data accuracy and report results to managers; ensure timely follow-ups.

Skills

Communication skills

Teamwork

Organization

Follow-up skills

Education

Associate Degree + 2 years in customer service

High School Diploma + 4+ years experience

Tools

Microsoft Office

MS Outlook

SAP

ServiceMax

Maximo

Excel

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 annualcompensation 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, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.