OneSource Workflow Specialist

Company: PerkinElmer
Location: Thousand Oaks
Posted on: October 16, 2020

Job Description:

Job Description

Title: OneSource Workflow Specialist Location: Thousand Oaks, CA Purpose The purpose of this position is to help ensure complete customer satisfaction with PerkinElmer by providing first level non-technical and basic technical support to customers contacting OneSource Support Services via telephone, email, portal or other electronic system. Key Responsibilities Primary job responsibility will be escorting suppliers on site at our Malvern site and performing some inventory/spot-checks. Identify & Respond to Customer Inquiries. Acknowledge the customer, determine the nature of the call and provide a customer focused first point of contact to answer customer inquiries, establish service calls, or refer customers to other service professionals within PerkinElmer in a way that demonstrates a commitment to total customer satisfaction. Initiate outgoing calls focused on requesting and expediting requests for service and scheduling of activities with other Original Equipment Manufacturers (OEM), Third Party Vendors (TPV) or Independent Service Provider (ISP). Coordinate with Enterprise Purchasing for all contract or Spot Buy Purchase Orders On a daily basis, the Enterprise Support Services Specialist will provide the following services to PerkinElmer customers: General Customer Inquiries: As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer or reassignment path, achieving resolution and customer satisfaction. Channel product sales inquiries to the appropriate sales/service leader. Monitor & respond to email, voicemail, web portal and fax to ensure requests are responded to according to established standards and KPI's by customer. Provide back up support for team members assigned to other customers. Service Scheduling and Processing: Monitor & respond to customer requests, ensuring response times are within the requirements identified in the customer Statement of Work and Service Level Agreement. Process requests for equipment service, confirming equipment coverage and service provider, identifying events which will be billable to the customer. Obtain customer purchase orders for billable events before work is started. Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and assign to PerkinElmer engineer, OEM or TVP, working to schedule out 60-90 days in advance of required event. Follow up on service events to confirm the event has been completed and the customer is satisfied. Move the Basic start date to reflect service dates which have been moved to a future date. Utilize SAP, Service Max and/or customer's system of record, if required, to capture pertinent detail regarding the event. Input data from Field Service Reports into SAP, Service Max, and/or customer's system of record, assuring that start and stop dates and times are correct. Complete follow-up transactions in an organized, detailed, efficient manner, meeting deadlines. Data entry is accurate and errors minimal. Collect required customer data and information for account creation and maintenance, equipment adds to the program, deletes from the program, or entitlement changes. Submit via portal for processing. Purchase Requisition Creation: Obtain required documentation and approval prior to creation of Purchase Requisitions for service requests to be completed by non-PerkinElmer suppliers. Identify Customer's instrument/system-based or technical need & ensure that required documentation is secured prior to purchase requisition release. After PO's have been issued, ensure service delivery dates are correct and revise as necessary, per follow-up with suppliers and customers. Ensure purchase requisitions are closed within 180 days, and work with PO Specialists to confirm associated purchase orders are closed as well. Work with service delivery team to ensure service delivery goals are met for cost savings, cost avoidance and KPIs (Key Performance Indicators). Assist with vendor satisfaction surveys; provide results to service leadership, service provider and customer where appropriate. Out of Scope Charges: Run required reports to identify service events which require charge back to the customer. Complete the chargeback process, obtaining customer approvals where required, in advance of PKI customer invoicing. Maintain surveillance and escalate to service leadership any instances where billing cannot occur due to pending customer approval or funding issues. Site Specific Activities - if applicable to the specific customer Process Moves, Adds, Changes as submitted by customer through defined process Meet OEM or TPV service engineers at customer points of entry, confirm reason for site visit. Verify required customer health and safety requirements for site entry have been completed by engineer. Escort the engineer to the equipment location and hand off to customer equipment owner/user. Upon completion of the service event, escort the engine SDL2017

Keywords: PerkinElmer, Thousand Oaks , OneSource Workflow Specialist, Other , Thousand Oaks, California