OneSource Service Support Specialist

PerkinElmer•Customer Site - MA, MA

11d•$60,000 - $80,000•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.

Requirements

Bachelor’s degree in any scientific discipline and 2+ years of experience performing relevant responsibilities.
OR Associate degree in any scientific discipline and 3+ years of experience performing relevant responsibilities
OR High School degree or equivalent with 4+ years of experience performing relevant responsibilities
Experience in Life Science environment
Familiar with MS Office: Excel, Word, Outlook
Attention to detail, data integrity
Excellent customer service skills complimented by an ability to listen to and interpret client requests.
Strong verbal and written communication skills.
Strong Excel Skills

Nice To Haves

Associates degree preferred.
1 year of experience in inventory management, handling scientific instruments

Responsibilities

Compile and assemble program governance documentation per agreed cadence if required, in preparation for review with customer. Documentation may include instrument inventory list, entitlement definitions/ optimizations, KPI’s/metrics, etc.
Maintains data integrity in OneSource Portal - coordination with Global Standards Team, responsible for updating data, and training Lab Support Specialist (LSS) on process
Maintains and manages all entitlement processes related to laboratory equipment for the Site
Initiates and reports on continuous improvement and quality assurance framework (20/20 process) in coordination with Lab Resource Coordinators (LRC) and or LSS
Oversees vendor escorting processes for compliance and improvements.
Process changes or escalations involving LRC(s) or LSS(s) to be reviewed with Professional Services Leader
General communication / escalation with customers regarding the OneSource program data and inventory
Help and back up LSS if additional escorting is required
Will be part of rotating on call staff for afterhours support for incubator and freezer alarms for additional after-hours compensation
Assist all site-based personnel, internal back-office staff and customers to ensure instrument inventory integrity within the database, by the following:
Conduct instrument inventory sweeps of all instruments on an as-needed basis.
Conduct spot checks of instrument inventory.
Leading RFID scan completion quarterly and following investigations
Train and lead LSS(s) for RFID scanning
Identify changes to instrument inventory, work with department staff and customers to document changes and compile change control documentation (ex.: instrument manufacturer, model, serial number, location, owner, etc.).
Provide timely information to Workflow Specialists, through the change control process, to update the SAP database due to instrument inventory changes (ARC process)
Processes all on site ARCs
Conduct additional lab support activities as agreed upon by departmental leadership and PKI
Complete and execute MAC process (move, add, change) if required to change entitlements and contract status
Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.
Communicate timely program information internally discuss troubleshooting/repair situations with customers, in a professional, cost-effective manner, utilizing poise, tact and diplomacy to obtain cooperation and results.
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.
Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.