Service Site Leader

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POST DATE 9/14/2016
END DATE 12/17/2016

PerkinElmer RAHWAY, NJ

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Job Classification
Full Time
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Accountable to the Group Leader for service delivery and
tactical support of the OneSource account service team.
Ensure the delivery of best-in-class customer support
(service, preventive maintenance, product solutions,
customer and sales relatioins, laboratory services and
parts inventories) through effective service and
resource planning/deployment. Act as a primary contact
point for all local client issues. Interface with the
Group Leader and Regional Manager on a frequent basis to
review operational performance, customer satisfaction
status, staffing optimization and business expansion
Maintenance & Repair: Some percentage of time will be
spent providing maintenance and support of in-scope
equipment to insure best-in-class service within
established time frame in the assigned OneSource
account. The time spent providing maintenance is
dependent upon OneSource account supported and the
on-site team. Mentor and/or train CSEs at OneSource
location regarding best-in-class customer support,
follow up, communication, and specific product line
skills to drive growth and customer satisfaction. Drive
toward zero service recalls for any reason.
Resource Planning and Deployment: Work with Group Leader
to effectively deploy assigned CSEs to meet customer
demands in the account. Work with Group Leader to insure
on-site team is efficiently deployed and has proper
training with cross training opportunities defined.
Develop and maintain ongoing communication and a strong
working relationship with peers to understand and manage
resource availability/limitations. Ensure adequate
planning and coordination of coverage to meet customer
needs and achieve established operational metrics.
Interpret SOW and associated agreements and ensure that
resources are deployed consistently with defined
objectives. Act as liaison between on-site staff and
support staff to escalate critical support issues.
Resource Development: Take an active role in developing
on-site resources through mentoring and/or training
activities. Work with on-site team and Training
Department to assure the appropriate training and cross
training opportunities are available. Provide input for
and assist with the LEAD Process. Collaborate with the
Group Leader to drive talent development, overall
business performance, and succession planning through
the LEAD Process. Address disciplinary and/or
performance problems when necessary in accordance with
company policy. Requirements:
* Bachelor s Degree in Biology, Chemistry,
Electronics, or related discipline plus 5 years
relevant experience.
* 5 or more years field service experience. Prior
supervisory experience in a field service
organization is helpful. Skills relevant to the
maintain requirements are needed. Knowledge of
laboratory safety practices as defined by the
company and/or customer s site safety code.
* Valid driver s license. While performing the duties
of this job, the employee must safely operate a
motor vehicle as evidenced by a good driving record.
* Knowledge of laboratory safety practices as defined
by the Company and/or the customer s site safety
* Additional requirements include the ability to
follow written and verbal directions, read and
understand technical bulletins and service manuals,
work under time constraints, maintain alertness and
concentration, work safely with potential
electrical, chemical, radiologic, and biologic
hazards using universal precautions.
* Additionally the ability to operate personal
computer to enter data and generate reports, and
communicate clearly and effectively with customers,
peers, managers and other technical support
professionals are critical to successful performance
in this role.