Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

Daily Responsibilities/Job Description: 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

Interaction level with Management/Team Members: Daily

This is a remote position.