OneSource Customer Operations

In his/her role as Customer Service Representative, he/she manages the portfolio of instruments agreed with PerkinElmer on behalf of the client(s). He/she is responsible for planning the work required on contracted and sometimes non-contracted instruments, for organising and coordinating the work and must ensure that non-contracted work is invoiced. He/she operates on the customer's site(s), in compliance with quality/safety and deadline objectives in order to guarantee an optimum level of equipment operation and thus customer satisfaction. 

In his/her role as Tech Admin, he/she is responsible for ensuring that Quality, Health, Safety and Environmental rules are applied during supplier operations. He/she will operate on the customer's site(s) or remotely from another site, in compliance with quality and deadline objectives, in order to ensure optimum performance of services, contribute to improving their monitoring and thus maintain and develop customer satisfaction.

Job Responsibilities

Based on the customer's request and in compliance with QHSE rules :

•  participate in the gathering of customer requirements during the contract renewal cycle, for example
•  understanding and processing customer requests for services
• planning preventive and/or corrective maintenance
• raising contract to vendor request for ad-hoc services
• collect the documents required for on-site work (e.g. HSE and electrical approvals, GMP training, declaration of seconded workers) and correlate them with the work to be carried out
• collect and forward the documents needed to update risk assessment documentation
• ensure that the service provider is aware of the Prevention Plan
• collect the maintenance and qualification protocols and check that they are consistent with the work to be carried out
• ensure that service providers are familiar with the company's and the customer's QHSE instructions and procedures, and ensure that these are recorded
• welcome external service providers to the customer’s site in compliance with QHSE rules, and co-ordinate their arrival on site
• ensuring that work permits exist and checking that they are in order take delivery of the work from a documentary point of view
• fill in the supplier and customer monitoring database where applicable (as agreed in the contract) and ensure that it is updated regularly
• Facilitating the running of the service by monitoring the receipt/dispatch of parts and equipment relating to the intervention
• act as the technical interface with service providers by providing technical feedback on faults encountered
• Collecting or providing the information required for proper invoicing of services (e.g. WO closures, supply of OS estimates)
• arrange invoicing for services not covered by the contract
• provide day-to-day support to customers by taking part in follow-up meetings and answering queries by email or telephone, for example.
• alert the Regional Manager in the event of a QHSE anomaly
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills:

• Sense of Customer Service, Excellent understanding of Customer Care
• Good interpersonal skills
• Excellent written and verbal communication skills
• Good organizational skills
• Experience of working with CMMS databases
• Proficiency in Microsoft office packages, Excel, Word, Powerpoint, Outlook

Basic Qualifications:

• Good Educational Background with 3 – 5 years administrative experience  OR 2 to 3 years' higher education or equivalent experience in commercial management

Preferred Qualifications:

• Knowledge or experience of Life Science Industry Knowledge and experience of GxP