Customer Operations Leader

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

Customer Operations Leader

Location(s)

US Remote - CT, US Remote - DE, US Remote - FL, US Remote - IL, US Remote - IN, US Remote - MA, US Remote - NC, US Remote - NJ, US Remote - NY, US Remote - OH, US Remote - PA, US Remote - SC, US Remote - VA

Job Responsibilities:

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 within PerkinElmer 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 PerkinElmer 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 PerkinElmer 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.

Purchase Requisition Creation:

• Obtain required documentation and approval prior to creation of Purchase Requisitions for service requests to be completed by non-PerkinElmer sup