Job Title: Customer Support Specialist / Customer Support Assistant
Duration: 6 Months
Location: Sacramento, CA (Prefer Southern CA or CA local)
Job Type: Contract to Hire
Work Type: Remote
Pay Rate: $28-28/hr. On w2
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 Description:
Position Overview:
- Daily Responsibilities/Job Description: 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 site 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
Skills Overview:
- Qualifications/years of experience: Bachelor’s degree with 2 years of experience in a team-based customer service environment OR
- Associate’s degree with 5 years of experience in team based customer service environment
- Must Haves: Ability to work effectively in a team and individually; organized with great time management skills.
- Bias for action and high level of commitment to the customer.
- Excellent verbal and written communications skills.
- Demonstrated experience and proficiency using software for word processing, email, order entry, and others as required.
- Technology Requirements: Experience working in GMP, GXP environments. Proficiency in Microsoft Office; SAP, Service Max, and Maximo experience desirable.
Additional Requirements:
- Scheduling and maintenance repair experience. Familiar with Scientific Laboratory
Success/Performance Metrics:
Soft Skills Needed:
- Exceptional Analytical skills
- Excellent Excel skills
- Open to change
- Open to Technological offerings
- Self-motivated individual with strong follow-up skills
TekWissen® Group is an equal opportunity employer supporting workforce diversity.
