TekWissen ® hiring Associate OneSource Service Support Specialist in Annapolis, MD | LinkedIn (2024)
Associate OneSource Service Support Specialist
TekWissen ®Annapolis, MD
TekWissen ® Annapolis, MD
1 week ago
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Overview Tekwissen Group, is a workforce management provider throughout the USA and many other countries in the world. The below job opportunity is to one of Our clients who is a global leader in analytical testing, deliver a comprehensive portfolio of complete solutions - systems, software, consumables, and on-site and online services - with one overarching purpose: to help make the world healthier, cleaner, and more sustainable. Job Title: Associate OneSource Service Support Specialist Location: Annapolis, MD 21401 Duration: 6 Months Job Type: Contract Work Type: Remote 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
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Seniority level
Entry level
Employment type
Contract
Job function
Other
Industries
Staffing and Recruiting
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