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Service Support Specialist needed in West Point, PA.
The purpose of this position is to help ensure complete customer satisfaction by providing first level non-technical and basic technical support to customers contacting OneSource Support Services via telephone, email, portal or other electronic system.
Identify & Respond to Customer Inquiries. Acknowledge the customer, determine the nature of the call and provide a customer focused first point of contact to answer customer inquiries, establish service calls, or refer customers to other service professionals in a way that demonstrates a commitment to total customer satisfaction. Initiate outgoing calls focused on requesting and expediting requests for service and scheduling of activities with other Original Equipment Manufacturers (OEM), Third Party Vendors (TPV) or Independent Service Provider (ISP). Coordinate with Enterprise Purchasing for all contract or Spot Buy Purchase Orders On a daily basis, the Enterprise Support Services Specialist will provide the following services to customers:
General Customer Inquiries:
As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer or reassignment path, achieving resolution and customer satisfaction.
Channel product sales inquiries to the appropriate sales/service leader.
Monitor & respond to email, voicemail, web portal and fax to ensure requests are responded to according to established standards and KPI’s by customer.
Provide back up support for team members assigned to other customers.
Service Scheduling and Processing:
Monitor & respond to customer requests, ensuring response times are within the requirements identified in the customer Statement of Work and Service Level Agreement.
Process requests for equipment service, confirming equipment coverage and service provider, identifying events which will be billable to the customer. Obtain customer purchase orders for billable events before work is started.
Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and assign to engineer, OEM or TVP, working to schedule out 60-90 days in advance of required event.
Follow up on service events to confirm the event has been completed and the customer is satisfied.
Move the Basic start date to reflect service dates which have been moved to a future date.
Utilize SAP, Service Max and/or customer’s system of record, if required, to capture pertinent detail regarding the event.
Input data from Field Service Reports into SAP, Service Max, and/or customer‘s system of record, assuring that start and stop dates and times are correct.
Complete follow-up transactions in an organized, detailed, efficient manner, meeting deadlines. Data entry is accurate and errors minimal.
Collect required customer data and information for account creation and maintenance, equipment adds to the program, deletes from the program, or entitlement changes. Submit via portal for processing.
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 good time management skills.
Bias for action and high level of commitment to 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.
Trillium has been recruiting and placing professionals for over 30 years. From Fortune 100 companies to small businesses, our philosophy remains the same: to achieve excellence by providing quality employees and an uncompromising level of service. We believe in honesty, integrity, and a simple philosophy of providing value to our customers and our employees. We strive to be unsurpassed in the recruitment and placement of quality and skilled professionals. Trillium is an Equal Opportunity Employer.
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