Job description

Job Opening: Workflow Specialist

Click below to apply-
https://perkinelmer.wd1.myworkdayjobs.com/External/job/US-Remote---CT/OneSource-Workflow-Specialist_JR-033165

Job Title: Workflow Specialist
Duration: Full time/ direct hire
Health benefits included
Location: 100% remote

Job Description
The PerkinElmer OneSource Workflow Specialist is a position that supports our Customer's major pharmaceutical site and ensures that all critical activities, which have been identified and documented by the customer, are carried out in a timely manner.

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 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

Basic Qualifications:

• 0-2 years of experience in a team-based customer service environment.

Preferred Qualifications:

• Bachelor's Degree or Associate Degree,
• 3+ years of experience in a team-based customer service environment
• Understanding of GMP, GXP environments
• 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, 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

Thank you
Rhythm
Talent Acquisition Partner
(508) 794 33398

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Education:

• Associate (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: Remote

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