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Service Site Leader - United States  

PerkinElmer (company)


Posted on : 19 May 2017

Project Description

Job Purpose: 
  • Accountable to the Group Leader and/or Regional Manager 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 relations, 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 opportunities.

 Core Job Duties:
 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.

Customer Reporting Requirements
  • Take an active role in compiling the monthly and quarterly reports per the KPI/SLA requirements.
  •  Work with the on-site and back office teams to obtain data, interrogate, format and present to the customer.