OneSource Service Support Specialist

Immediate need for a talented Customer Support . This is a 04+ Months Contract opportunity with long-term potential and is located in West Point, Pennsylvania. (Hybrid). Please review the job description below and contact me ASAP if you are interested.

Job ID:24-31753

Pay Range: $20 - $25/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• 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 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
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.
• 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.  

Key Requirements and Technology Experience: 

• 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.
• Associate Degree and 2+ years of experience in a team-based customer service environment OR High School Diploma with 4+ years of experience
• Excellent verbal and written communications skills.
• Must Haves:High level of commitment to the customer.
• Ability to work effectively in a team and individually; organized with great time management 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.
• Exceptional Analytical skills.
• Excellent Excel skills.
• Open to change.
• Open to Technological offerings.
• Self-motivated individual with strong follow-up skills.
• Technology Requirements:
• Microsoft Office experience, including MS Outlook.
• Ability to adapt and assist whereas needed.
• Highly Efficient in Oral and Written Skills.
• Team Player.
• Goal Oriented.

Our client is a leading IT Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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