Lab Support Coordinator

PerkinElmer•Richmond, VA

17d•Onsite

About The Position

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. The purpose of this position is to help ensure complete customer satisfaction with PerkinElmer by providing first level support to customers contacting OneSource Support Services. PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.

Requirements

HS diploma and 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.
Bias for action and high level of commitment to the customer.
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
Exceptional Analytical skills
Excellent Excel skills
Open to change
Open to Technological offerings
Self-motivated individual with strong follow-up skills
Language: English

Nice To Haves

SAP, Service Max, and Maximo experience desirable.

Responsibilities

As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer, or reassignment path, achieving resolution and customer satisfaction.
Monitor & respond to customer requests ensuring effective communication
Process requests for equipment service
Schedule regular maintenance and record all event activities in applicable CMMS (PE SAP/ServiceMax)
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.
Follow up on service events to confirm the event has been completed and the customer is satisfied.
Utilize applicable CMMS, to capture pertinent details regarding the event.
Work with service delivery team to ensure service delivery goals are met
Presentation of results to manager
Point of escalation within the Customer site teams
Communicate timely program information to selected service providers to ensure satisfactory delivery of acquired services and materials.
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.