Onsite Service Delivery Lead

IntelliSource; Berkeley (CA); On-site; USD 48,000 - 68,000; Full time

Job summary

IntelliSource is hiring an Onsite Program Administrator to coordinate service deliveries for our customers. The role acts as an interface between our partner, the customer, and third-party service providers, ensuring smooth execution of scheduled and unanticipated service events.

Based in an onsite setting with Monday–Friday work, the position emphasizes strong communication, meticulous scheduling, and effective coordination of field personnel to meet service level expectations.

Qualifications

• Customer Service experience
• Excellent communication skills
• Ability to effectively plan and prioritize activities
• Microsoft Office proficiency
• Data entry (CMMS, SAP, Excel, Smartsheet, etc.)
• Demonstrated capability to work in a fast pace environment
• Familiarity with the pharmaceutical industry is preferred

Responsibilities

• Providing administrative support to our partners' customers.
• Scheduling service with vendors dependent on predetermined service cycles, which range 30-60-90 in advance.
• Creating service orders for repairs of damaged and/or malfunctioning instrumentation.
• Communicating with the customer to clearly identify and set expectations, address any expectation issues, and keep customers updated on the status of their call.
• Managing the initial assessment of needed repairs and/or triage.
• Routing to proper repair channel (direct repair and/or 3rd party service provider).
• Escorting and monitoring service providers while on customer site.
• Collecting service reports from third party service providers at the end of each service event.
• Updating all appropriate call management systems and documentation in a timely and accurate manner.
• Responsible for making sure all service personnel dispatched to the customer location have the required training, certifications, and clearances for the site prior to arrival.
• Managing the repair process to completion, including any escalations.
• Manages customer feedback and communication.

Skills

Customer service

Communication

Planning & prioritization

Microsoft Office

Data entry

Tools

SAP

Excel

Smartsheet

CMMS

Job description

IntelliSource is hiring an Onsite Program Administrator to coordinate service deliveries for our customers. The role acts as an interface between our partner, the customer, and third-party service providers, ensuring smooth execution of scheduled and unanticipated service events.

Based in an onsite setting with Monday–Friday work, the position emphasizes strong communication, meticulous scheduling, and effective coordination of field personnel to meet service level expectations.