1 Amgen Drive
Thousand Oaks,
CA
91320
US
Posted: 01/19/2023
2023-01-19
2023-03-03
Employment Type:
Contract
Job Category: Customer Service
Job Number: 541011
Is job remote?: No
Country: United States
Job Description
Customer Service Specialist
6 months
Thousand Oakes, CA (Onsite)
$32.87
Must Haves:
- Associate Degree
- 1+ years of experience in customer service
- Experience within GMP and/or GXP environments
- Proficiency in Microsoft Office
- SAP experience
- Service Max experience
Preferred:
- Maximo experience desirable
- Bachelor's degree
Job Summary:
General Customer Support:
- As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer, or reassignment path, achieving resolution and customer satisfaction.
Service Scheduling and Processing:
- Monitor & respond to customer requests ensuring effective communication
- Process requests for equipment service
- Schedule regular maintenance and record all event activities in applicable CMMS
- Communicate timely program information to selected service providers to ensure satisfactory delivery of services
- Monitor & respond to customer requests, ensuring response times are within the requirements identified in the customer Statement of Work and Service Level Agreement.
- Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and dispatch, accordingly, coordinating scheduling meeting customer site requirements.
- Follow up on service events to confirm the event has been completed and the customer is satisfied.
- Utilize applicable CMMS, to capture pertinent detail regarding the event.
- Complete follow-up transactions in an organized, detailed, efficient manner, meeting deadlines. Data entry is accurate and errors minimal.
- Work with service delivery team to ensure service delivery goals are met
- Coordination:
- Responsibility to provide visibility to accuracy of data in comparison to process, metrics and KPI
- Presentation of results to manager
- Point of escalation within the Customer site teams
- Point of contact within the team to share and implement best practice & training opportunities
Communication:
- Ability to articulate with technically oriented people, quickly establish rapport, 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, cost effective manner, utilizing poise, tact and diplomacy to obtain cooperation and results.
- Monitor open requests, working to achieve closure, and meeting metrics requirements.
- Escalate problems to 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.
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