Summary
To ensure complete customer satisfaction with PerkinElmer by providing first level non-technical and basic technical support to customers contacting OneSource Support Services.
Key Accountabilities
Identify & Respond to Customer Inquiries:
- Acknowledge the customer, determine the nature of the call and provide a customer focused first point of contact to answer customer inquiries, establish service calls, or refer customers to other service professionals within PerkinElmer in a way that demonstrates a commitment to total customer satisfaction.
- Initiate outgoing calls focused on requesting and expediting requests for service and scheduling of activities with other Original Equipment Manufacturers (OEM) and Third-Party Vendors (TPV).
- Contact and negotiate the Enterprise Purchasing of all contract and Spot Buy Purchase Orders on a daily basis.
General Customer Inquiries:
- As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer or reassignment path, achieving resolution and customer satisfaction.
- Channel product sales inquiries to the appropriate sales/service leader.
- Provide back up support for team members assigned to other customers.
Service Scheduling and Processing:
- Monitor & respond to customer requests, ensuring response times are within the requirements identified in the customer Statement of Work and Service Level Agreement.
- Process requests for equipment service, confirming equipment coverage and service provider, identifying events which will be billable to the customer. Obtain customer purchase orders for billable events before work is started.
- Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and assign to PerkinElmer engineer, OEM or TPV, working to schedule out 60-90 days in advance of required event.
- Follow up on service events to confirm the event has been completed and the customer is satisfied.
- Move the Basic start date to reflect service dates which have been moved to a future date.
- Utilize SAP, Service Max and/or customer’s system of record, if required, 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.
- Collect required customer data and information for account creation and maintenance, equipment adds to the program, deletes from the program, or entitlement changes. Submit via portal for processing.
Purchase Req and PO Creation:
- Obtain required documentation and approval prior to creation of Purchase Requisitions for service requests to be completed by non-PerkinElmer suppliers.
- Identify Customer’s instrument/system-based or technical need & ensure that required documentation is secured prior to purchase requisition release.
- Negotiate and contact vendors for Service, pricing and discounts, according to discount matrix.
- Identify vendor /OEM contract up for renewal, 90 days before renewal
- Work with service delivery team to ensure service delivery goals are met for cost savings, cost avoidance and KPIs (Key Performance Indicators).
- Assist with vendor satisfaction surveys; provide results to service leadership, service provider and customer where appropriate.
Out of Scope Charges:
- Run required reports to identify service events which require charge back to the customer.
- Complete the chargeback process, obtaining customer approvals where required, in advance of PKI customer invoicing.
- Maintain surveillance and escalate to service leadership any instances where billing cannot occur due to pending customer approval or funding issues.
Requirements
- Degree or Diploma in any discipline, or 2 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.
- 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, Service Max and Maximo experience desirable.
- Self-motivated individual with strong follow-up skills
