Associate OneSource Service Support Specialist
1 month ago
- The purpose of this position is to help ensure complete customer satisfaction with client by providing first level support to customers contacting OneSource Support Services.
- This is a full-time remote position.
- As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer, or reassignment path, achieving resolution and customer satisfaction.
- 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
- Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment
- 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
- 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.
- Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.
- 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
- 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
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