Job Title: Service Support Representative
Location:Research Triangle Park, NC 27709 – Biogen
Duration: 4+ Months (Contract – Hire)
Pay Rate: $30.00 – $35.00/hr W2
Shift: M-F: 8am-5pm Overtime is optional/as needed ( if doing OT, they will stay late those days)
Position Summary:
- Escort vendor onsite to support on equipment services.
- Dispatch Work Orders to vendors and follow up on service completion
- Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness
- Support problem resolution and escalation at account as needed
- Follow established, approved procedure for high dollar repairs, issue high dollar purchase or numbers and monitor high dollar repairs as they progress up to and including call follow up
- Support service activities and escalations to include, timeliness, accuracy, and quality of the event
- Develop and maintain positive and professional working relationships with clients, and service vendors
- Support problem resolution and escalation to site lead at account as needed
- Support service and financial documents for service contracts
- Ensure vendor compliance and adherence to site specific protocols and policy
- Adhere to all customer security and safety procedures
- Maintain high levels of customer allegiance leveraging survey results for continuous improvement
- Other appropriate duties as assigned
Minimum Qualifications:
- Must possess a High School Diploma,
- 2+ years experience in professional customer service role
- 2+ years Experience in a customer-facing position
- Proficient PC skills and ability to effectively use Windows based software.
- Must be able to read, write and speak English
- Must display a high level of confidentiality for the customer
- Ability to walk up to 5 miles daily ( They will be escorting Engineers into the building, to the instruments and back out at end of day)
- Will be lifting packages, up to 25 lbs
Preferred:
- Experience with CMMS system preferred
- Experience in Life Sciences or Healthcare environment preferred
- College degree preferred
Physical/Environmental Requirements:
- Physical Activity: Walking, sitting, standing, kneeling, crouching, lifting, PC work, repetitive motions, feeling, grasping, pulling, pushing, and hearing
- Level of Physical Requirements: Light to medium work
- Level of Visual Acuity: Clerical, professional, administrative
Non-Negotiable Hiring Criteria:
- Demonstrated success in a Customer facing position
About Indotronix
Indotronix has been providing staffing services to Fortune 500 companies and federal, state, and local government agencies for more than 38 years. We have recently been recognized as one of the largest staffing companies in the US by Staffing Industry Analysts. To learn more about us or to view additional job opportunities, please visit our website at: iic.com.
