Customer Operations Leader

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs.  With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

Job TitleCustomer Operations Leader
Location(s)US Remote - CT, US Remote - DE, US Remote - FL, US Remote - IL, US Remote - IN, US Remote - MA, US Remote - NC, US Remote - NJ, US Remote - NY, US Remote - OH, US Remote - PA, US Remote - SC, US Remote - VA

Job Responsibilities:

• Manage a team of Customer Operations Associates to include recruitment, training, and performance management.
• Process requests for equipment service, confirming equipment coverage and service provider, identifying events which will be billable to the customer. Obtain customer purchase orders for billable events before work is started.
• Initiate outgoing calls focused on requesting and expediting requests for service and scheduling of activities with other Original Equipment Manufacturers (OEM), Third Party Vendors (TPV) or Independent Service Provider (ISP).
• As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer or reassignment path, achieving resolution and customer satisfaction.
• Channel product sales inquiries to the appropriate sales/service leader.
• Monitor & respond to email, voicemail, web portal and fax to ensure requests are responded to according to established standards and KPI’s by customer.
• Provide back up support for team members assigned to other customers.

• Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and assign to PerkinElmer engineer, OEM or TVP, working to schedule out 60-90 days in advance of required event.
• Follow up on service events to confirm the event has been completed and the customer is satisfied.
• Utilize SAP, Service Max and/or customer’s system of record, if required, to capture pertinent detail regarding the event.
• Input data from Field Service Reports into SAP, Service Max, and/or customer‘s system of record, assuring that start and stop dates and times are correct.
• Complete follow-up transactions in an organized, detailed, efficient manner, meeting deadlines. Data entry is accurate and errors minimal.
• Collect required customer data and information for account creation and maintenance, equipment adds to the program, deletes from the program, or entitlement changes. Submit via portal for processing.

• Facilitate the full life-cycle of Purchase Order Request process ensuring accurate documentation, data, and reporting from creation to completion.
• Work with service delivery team to ensure service delivery goals are met for cost savings, cost avoidance and KPIs (Key Performance Indicators).
• Assist with vendor satisfaction surveys; provide results to service leadership, service provider and customer where appropriate.

• Oversee the chargeback process through report review, approval, and invoicing.

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

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills:

• Ability to work effectively in a team and individually; organized with good time management skills.
• Excellent interpersonal, written, and verbal communication skills
• Technical problem-solving skills and attention to detail
• Excellent customer service skills complimented by an ability to listen to and interpret client requests.
• Aptitude for technical and practical matters.
• MS Office Skills: Outlook, PowerPoint, Word. 

Basic Qualifications:

• Bachelor's Degree and 3+ years of experience in a team-based customer service environment or an Associate's Degree with 5+ years of experience in a team-based customer service environment
• 2+ years of experience in a leadership role

Preferred Qualifications:

• Experience in a scientific environment

Working Environment:

• Job pace may be fast and job completion demands may be high. 
• Must be able to remain in a stationary position more than 25% of the time 
• Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.   

The annual compensation range for this full-time position is $70,200.00 to $85,000.00. 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.

PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.