Pay : $28/hr
Location: Onsite in Annapolis, MD
Duration: Site is closing and moving to Boston in Q1 - Initial contract thru end of 2024Will look to keep great candidates on, and move will happen in phases.
Job Description:
The purpose of this position is to help ensure complete customer satisfaction with *** by providing first level non-technical and basic technical support to customers contacting OneSource Support Services via telephone, email, portal or other electronic system. This role is onsite at customer facility.
Key Responsibilities:

• Maintain Customers System of Record as it relates to all service requests
• Continuously monitor new Work Order Requests in Remedy / Service Now to process and assign in-house technician to specific request
• Provide a customer focused first point of contact to answer customer inquiries/service calls
• Initiate calls focused on requesting and expediting request for in-house service and scheduling of activities with *** Engineers
• Act as the liaison for external vendors coming onsite to perform requested services
• Responsible for reviewing, completing, and signing Work Orders in accordance with WREF SOPs
• Review and enter Test Points and Standards Used on all GxP Work Orders and Complete the order
• Ensure all service reports and documents meet Company quality guidelines
• Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills:

• Customer service and conflict mangement skills are a must!
• Work effectively in a team and individually
• Must be organized with good time management skills
• Excellent verbal and written communication skills
• Demonstrated experience and proficiency using software for processing, email, order entry and other as required
• Proficiency in Microsoft Office; SAP, Service Max and Maximo experience desirable
• Contact third party vendors for paperwork if necessary, to close out Work Orders

Education:

• Associate degree OR High School Diploma with 3 years of experience in a team-based customer service environment.

Working Environment:

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.
• Job pace may be fast and job completion demands may be high.
• Must be able to remain in a stationary position more than 25% of the time
• The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite. Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
• Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).
• Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
• Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.
• Employee may be required to handle hazardous waste according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste.
• Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, hazardous chemicals.
• May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against animal allergens where animals are present in the laboratory environment.