Service Support Manager

Job Title: Service Support Representative

Location: West Hills, CA 91304

Duration: 04+ months - Contract

Shift: M-F Day

Pay Rate: $30.00 - $40.00/hr W2

Job Description

• Conduct site operations in accordance with terms and conditions of program contract and statement of work.
• Drive account strategy to achieve annual operating plan goals for revenue, service footprint growth, margin expansion, and account retention.
• Develop and maintain positive and professional working relationships with clients, service vendors.
• Responsible for customer allegiance.
• Drive business review process, ensuring customer and goals are met/exceeded.
• Execute effective data collection and analysis of customer metrics to include but not limited to financials, compliance, growth, and profitability.
• Support action plans and tracking mechanisms to drive continuous improvement.
• Support problem resolution and escalation at account as needed.
• Monitor all service activities and escalations to include, timeliness, accuracy, and quality.
• Monitor and maintain up-to-date service and financial documents for service contracts. Ensure vendor compliance.
• Resolve service billing issues, questions or credits.
• Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness.
• Define and manage project scope and change requests.
• Create, define, maintain standards for all onsite activities.
• Support opportunities to identify and leverage other products and services.
• Participate in PPI project teams as assigned to improve business performance.
• 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 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

Education/Experience

• Bachelor’s degree or equivalent experience.
• Experience in a customer facing position.
• Proficient PC skills and ability to effectively use Windows based software.
• Experience in Life Sciences environment.
• 2 years people management/supervisory experience.

Physical/Environmental Requirements:

• Physical Activity: Walking, sitting, standing, kneeling, crouching, lifting, PC work, repetitive motions, feeling, grasping, pulling, pushing, and hearing
• Excellent time management and ability to prioritize work based on business and client needs
• Ability to make commitments, track and communicate progress, and follow through until completion.