Reference #: 22027300
Job Description: Primary ResponsibilitiesGeneral 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 metCoordination:
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 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.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 skillsPreferred 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
Comments for Suppliers:#ZRWe are committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color sex, national origin, citizenship status, age, sexual orientation, gender identity, marital status, uniform service member status, genetic information, disability, or any other protected status, in accordance with all applicable federal, state, and local laws. This practice extends to all aspects of our employment practices, including but not limited to, recruitin , hiring, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms and conditions of employment.