IT - Service - OneSource Service Support Specialist

Boston, MA, United States

Job Title: OneSource Service Support Specialist

Job Location: Cambridge, MA

Duration: 3 Months with Poss extension

Job Description: Summary: OneSource Asset Specialist is responsible for lab equipment inventory including calibration and preventive maintenance scheduling with customers and vendors.

Also, must have a valid driver's license.

While performing the duties of this position you must always maintain safe motor vehicle operation.

Key Responsibilities This role is responsible for Asset Management, which includes service support.

This team is responsible for following detailed, to add, update and remove customer equipment from asset tracking software.

Ensure accurate and timely delivery of customer requests.

Travel Requirements

-This position is based in Cambridge MA and will support two facilities located in Cambridge and one in Branford CT. Individual should expect up to 25% travel.

Customer Support

-Asset Commissioning

----Work with customer and site-based personnel to ensure correct instrument entitlements and financial impact.

----Perform GEMBA to verify requirements are in place for incoming equipment including space, bench type, electrical, gas, and ventilation.

-Work in collaboration with employee health and safety to ensure a high level of safety is maintained at the site.

-Collaborate with the Customer and Client staff to ensure quality and compliance at the site.

-Work with onsite LIS team to schedule repairs and regular equipment maintenance.

-Work with WFS to schedule vendor repairs and regular equipment maintenance.

-Develop customer desired growth by identifying activities in which we can provide additional services, working with all critical Client and customer team members and following proper approval processes.

-Perform GSK 200 CPD, 300 Technology Square and Branford annual inventories.

-Manage the Equipment Disposition Program including EDP Surplus sales and disposals.

-ServiceMax/OneSource Asset Support for 200 CPD, 300 Technology Square and Branford Sites to add schedules, complete setups, and changes for existing and newly acquired lab equipment.

-Provide timely information to Workflow Specialists, through the change control process, to update the SAP data base due to instrument inventory changes (MAC process)

-Work with Asset Management Lead and Vendors for asset dispositions (disposals, sales, trade)

-Maintain Customers System of Record as it relates to all service requests

-Continuously monitor new Work Order Requests in Remedy / Service Now to process and assign in-house technician to specific request

-Provide a customer focused first point of contact to answer customer inquiries/service calls

-Initiate calls focused on requesting and expediting request for in-house service and scheduling of activities with Client Engineers

-Act as the liaison for external vendors coming onsite to perform requested services

-Responsible for reviewing, completing, and signing Work Orders in accordance with WREF SOPs

-Review and enter Test Points and Standards Used on all GxP Work Orders and Complete the order

-Ensure all service reports and documents meet GSK quality guidelines

Leadership

-Coach and train staff regarding best-in-class customer support

-Provide clear, continuous communication regarding identifying site support.

-Collaborate with Service Manager to drive talent development, overall business performance, and succession planning.

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

Basic Qualifications:

-High School Diploma or GED

-Two years customer facing team-based environment.

Preferred Qualifications:

-Bachelor's degree in applied science, Biology, Chemistry, Electronics, Mathematics, Engineering, Information Technology, or related discipline including military experience. A Business or Management Degree also meets criteria.

-Self-motivated and ability to work under pressure to prioritize conflicting deadlines.

-Experience using Microsoft 365, including Outlook, Teams, Word, Excel, and others

-Strong communication skills both written and verbal.

-Service orientated attitude combined with innovative thinking.

-Knowledge of laboratory safety practices as defined by the Company and/or the customer's site safety code.

-Experience working in a research laboratory environment is a must, with experience within the pharmaceutical industry as highly preferred.

-Strong interpersonal skills; strong team player with customer satisfaction focus

-The ability to operate a personal computer to enter data and generate reports, the ability to communicate clearly and effectively with peers, managers, customers, and other technical support professionals is critical to successful performance in this role.

-Knowledge of 5S and/or 6 sigma principles is a plus.

Working Conditions

-The primary working conditions associated with this position is dependent on the specific customer site and the types of services we support at the site. Conditions can vary anywhere from office areas, lab spaces, to freight elevators etc.

-Employee may be required to manage hazardous wastes in compliance with company procedures & State/Federal/Local hazardous waste regulations. Duties may include Identifying, handling, generating, accumulating, storing, labeling.

-Ensure safety, security, and the environment in all aspects of the daily activities, and any potential safety hazards are addressed and corrected immediately.

-Understand the ergonomic relationship between people, equipment, and working environment.

Other Requirements:

-Must be able to remain in a stationary position for 2-3 hours in laboratory areas.

-The person in this position needs to occasionally move inside and outside the lab.

-Reach above/below the shoulder, bend at the knees and waist.

-Frequently moves up to 25 pounds of laboratory equipment and machinery.

-Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

-Use of personal protective equipment in laboratory.

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