Location: Cambridge,MA, USA
Responsibilities
Location Boston, MassachusettsUS Job ID REQ-054038
Responsibilities
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 Qualifications:
* B.A/B.S. Degree or Associate Degree, or 3+ years of experience in a team-based customer service environment.
* 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. Proficiency in Microsoft Office; SAP, ServiceMax, 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
The annual compensation range for this full-time position is $48,360.00 to $68,000.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.