Job Title: Lab Suppoert

Job Duration: 12 month

Job Location: Remote

Client: Direct

Job Description:

• The Customer Operations Specialist's role is to ensure complete customer satisfaction with Client's services by providing first level support to customers contacting OneSource Support Services.

General 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 met

Coordination:

• 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 opportunities

Communication:

• 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.

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 skills

Preferred Qualifications:

• Bias for action and 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
• Language: English

Job Types: Full-time, Contract

Pay: $25.24 - $33.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Laboratory: 3 years (Preferred)
• Administer and assures connectivity of customer’s: 3 years (Preferred)
• Pharmaceutical: 3 years (Preferred)
• Proficiency in Microsoft Office: 3 years (Preferred)
• Proficiency in Excel: 3 years (Preferred)
• Proficiency in Sevice max: 3 years (Preferred)
• Laboratory information management systems: 3 years (Preferred)
• lab equipment's: 3 years (Preferred)
• Purchase order, inventory management: 3 years (Preferred)
• Email Tracking, data base: 3 years (Preferred)

Ability to Relocate:

• Rockville, MD 20852: Relocate before starting work (Required)

Work Location: In person