<p>Responsibilities</p> <p>Location West Point, PennsylvaniaUS Job ID REQ-055057</p> <p>General Customer Support:</p> <ul> <li>As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer, or reassignment path, achieving resolution and customer satisfaction. </li></ul> <p>Service Scheduling and Processing:</p> <ul> <li>Monitor & respond to customer requests ensuring effective communication </li><li>Process requests for equipment service </li><li>Schedule regular maintenance and record all event activities in applicable CMMS </li><li>Communicate timely program information to selected service providers to ensure satisfactory delivery of services </li><li>Monitor & respond to customer requests, ensuring response times are within the requirements identified in the customer Statement of Work and Service Level Agreement. </li><li>Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and dispatch, accordingly, coordinating scheduling meeting customer requirements. </li><li>Follow up on service events to confirm the event has been completed and the customer is satisfied. </li><li>Utilize applicable CMMS, to capture pertinent detail regarding the event. </li><li>Complete follow-up transactions in an organized, detailed, efficient manner, meeting deadlines. Data entry is accurate and errors minimal. </li><li>Work with service delivery team to ensure service delivery goals are met </li></ul> <p>Coordination:</p> <ul> <li>Responsibility to provide visibility to accuracy of data in comparison to process, metrics and KPI </li><li>Presentation of results to manager </li><li>Point of escalation within the Customer site teams </li><li>Point of contact within the team to share and implement best practice & training opportunities </li></ul> <p>Communication:</p> <ul> <li>Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust. </li><li>Communicate timely program information to selected service providers to ensure satisfactory delivery of acquired services and materials. </li><li>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. </li><li>Monitor open requests, working to achieve closure, and meeting metrics requirements. </li><li>Escalate problems to manager or the appropriate program leader or customer program contact for strategy development and participation as appropriate. </li><li>Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer's satisfaction. </li></ul> <p>Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.</p> <p>Basic Requirements:</p> <ul> <li>Associate Degree and 2+ years of experience in a team-based customer service environment OR High School Diploma with 4+ years of experience </li><li>Microsoft Office experience, including MS Outlook </li><li>Excellent verbal and written communications skills </li></ul> <p>Preferred Qualifications:</p> <ul> <li>High level of commitment to the customer. </li><li>Ability to work effectively in a team and individually; organized with great time management skills. </li><li>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. </li><li>Exceptional Analytical skills </li><li>Excellent Excel skills </li><li>Open to change </li><li>Open to Technological offerings </li><li>Self-motivated individual with strong follow-up skills </li></ul> <p>The annual compensation range for this full-time position is $48,360.00 to $72,280.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.</p>