Service Support Specialist
Key Skills
Job Description
When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.
Job Title
Service Support Specialist
Location(s)
OssJob Description
The OneSource On-Site Administrative Coordinator provides first level customer contact for scheduled and unscheduled equipment maintenance and repairs, provides purchase orders to Original Equipment Manufacturer/Third Party Vendors (OEM/TPV) for services not covered in program schedules entitlements both for TPV and On-site Service Engineers to meet service level agreement (SLA) requirements, assists the customer with requests for equipment adds, deletes or changes and provides vendor expediting services to and from the equipment location as required.
Responsibilities:
3rd parties/OEM’s and PerkinElmer (PE) maintain on-site service Planning
- Respond to service requests in a timely manner, utilizing standard global processes.
- Responsible to schedule service entitlements with PE engineers and TPV providers to meet performance due dates and SLA completion rates.
- Create vendor purchase orders for services not covered in program following PE approval guidelines.
- Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer’s satisfaction.
- Collect required customer and equipment data to initiate the move, add, change process, and to assist completion of the chargeback process.
- Communicate with and provide basic technical and administrative backup support to the other on-site teams as required.
- Review closed call reports, Correct Level I outliers and assist obtaining reasons for Level 2 outliers
- Responsible for signing in 3rd parties /OEM’s engineers and collecting the service reports; executing escalation procedures as necessary for 3rd parties/OEM’s; doing the necessary entries inside PE Maintenance Management System (SAP) and if required in customer MMS; planning processes and providing input so that the customer's required maintenance will take place according to maintenance plan; along with controlling and adjusting maintenance failures so that the repair services are performed according to the agreed KPIs
Contract management / planning assistance
- Responsible for the monitoring of the purchased service maintenance contracts in SAP
- Assist OneSource Customer Operations (OSCO) purchase in Quote creation / demand for the OneSource business utilizing standard global processes.
- Assist OSCO in Equipment Record creation with line item detail required to schedule service
- Assist OSCO in manage the change control process for equipment adds, deletes and changes
- Support Laboratory Relocation, Laboratory IT and Scientific Services projects through equipment creation, service call creation, and coordination with the field teams. Result: Providing proper administration for the Maintenance Plan.
Invoicing assistance
- Responsible for asking repair quotes to 3rd parties/OEM’s
- Obtain and Review TPV service reports utilizing the standard global process, to confirm completeness and assist OSCO that work performed matches the invoiced amount.
- Assist OSCO in Identifying equipment and activities not included in the OneSource agreement and assist OSCO to prepare the events for customer chargeback invoicing.
- Assisting OSCO in resolving billing errors for manage service events.
- Complete SAP documentation with labor and travel costs, parts quantity, detail and cost.
Requirements:
- Strong PC and Microsoft Windows skills
- Familiarity with use of any order management software (SAP)
- High school level education or equivalent background built with practical experience in similar job
- Demonstrated ability to provide customer service via telephone
- Languages: Dutch and English both spoken and written
- Familiarity with pharmaceutical R&D chemistry lab operations
Core Responsibilities
The Service Support Specialist acts as the primary point of contact for equipment maintenance and repairs, coordinating with vendors and engineers to meet service level agreements. They are responsible for managing maintenance contracts, processing purchase orders, and ensuring accurate documentation within the maintenance management system.
Requirements
Candidates should have strong PC and Microsoft Windows skills, with familiarity in order management software like SAP. A high school level education or equivalent practical experience is required, along with proficiency in both Dutch and English.
About PerkinElmer
Industry: Biotechnology Research
Company size: 5,001-10,000 employees
For 85 years, PerkinElmer has pushed the boundaries of science in our food, industrial, life science and environmental markets. In addition to innovative laboratory technologies, our OneSource services division delivers a highly trained, experienced, and collaborative team of service engineers with solutions scalable and customizable to serve laboratory needs. We’ve always pursued science with a clear purpose – to help our customers achieve theirs. Our expert team brings technology and intangibles, like creativity, empathy, diligence, and a spirit of collaboration, in equal measure, to fulfill our customers’ desire to work better, innovate better, and create better. PerkinElmer is a leading, global provider of technology and service solutions that help customers measure, quantify, detect, and report in ways that help ensure the quality, safety, and satisfaction of their products. Science with Purpose. Learn more at www.perkinelmer.com.