Associate OneSource Service Support Specialist

Job Description

• Onesource - Additional onboarding requirements may be required by the Customer such as additional drug screens.
• In order to set expectations and to the extent permitted by applicable law, please note that if an applicant is hired for this position, the applicant will be required to prove that the applicant has been fully vaccinated against COVID-19 by the date of hire, subject to any qualified religious or medical exemptions.
• Please note that the employer reserves its rights to mandate additional vaccine requirements at any time.

• On a daily basis, the OneSource Workflow Specialist will provide the following services to client customers:

• Acknowledge customers, determine the nature of the call and provide a customer-focused first point of contact support to inquiry and service needs.
• As necessary, refer the customer to the correct internal professional to ensure the most effective escalation, transfer, or reassignment path, achieving resolution and customer satisfaction.
• Monitor & respond to email, voicemail, and portal to ensure requests are responded to according to established standards and KPI's by customers.
• Provide backup support for team members assigned to other customers.

• 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, program, and inventory changes.
• Review and schedule preventive maintenance and other scheduled compliance activities
• Follow up on service events to confirm the event has been completed and the customer is satisfied.
• Record all activity within a computerized system, ensuring clear visibility as to the status
• Complete transactions in an organized, detailed, efficient manner, meeting deadlines with ensuring accuracy and timeliness
• Work with service delivery team to ensure service delivery goals are met
• Ensure compliance with any site or customer-specific policies during the scheduling process
• Take ownership of requests throughout the entire lifecycle of the work order, including but not limited to, generation, scheduling, coordination, closure, billing

• Ability to articulate with technically oriented people, quickly establish rapport, and 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, utilizing poise, tact, and diplomacy to obtain cooperation and results.
• Monitor open requests, work to achieve closure, and meet metrics requirements.
• Escalate problems to the 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.

• Bachelor's or Associate's Degree
• Ability to work effectively in a team and individually; organized with good time management skills.
• Bias for action and a high level of commitment to the customer.
• Excellent verbal and written communication skills.
• Demonstrated experience and proficiency using software for word processing, email, order entry, and others as required. Proficiency in Microsoft Office; SAP, ServiceMax, Maximo, or other CMMS experience is desirable.
• Knowledge of laboratory operations
• Previous experience scheduling and coordinating services
• Language: English and Country Language for assigned customers