OneSource Service Support Specialist

Job Responsibilities

​​General Coordination:

​Assist all site-based personnel and customers with the following:

• ​Compile and assemble program governance documentation per agreed cadence if required, in preparation for review with customer. Documentation may include instrument inventory list, entitlement definitions/ optimizations, KPI’s/metrics, etc.

• ​Maintains data integrity in OneSource Portal - coordination with Global Standards Team, responsible for updating data, and training Lab Support Specialist (LSS) on process

• ​Maintains and manages all entitlement processes related to laboratory equipment for the Site

• ​Initiates and reports on continuous improvement and quality assurance framework (20/20 process) in coordination with Lab Resource Coordinators (LRC) and or LSS

• ​Oversees vendor escorting processes for compliance and improvements. Process changes or escalations involving LRC(s) or LSS(s) to be reviewed with Professional Services Leader

• ​General communication / escalation with customers regarding the OneSource program data and inventory

• ​Help and back up LSS if additional escorting is required

• ​Will be part of rotating on call staff for afterhours support for incubator and freezer alarms for additional after-hours compensation

​Instrument Inventory Integrity:

​Assist all site-based personnel, internal back-office staff and customers to ensure instrument inventory integrity within the database, by the following:

• ​Conduct instrument inventory sweeps of all instruments on an as-needed basis.

• ​Conduct spot checks of instrument inventory.

• ​Leading RFID scan completion quarterly and following investigations

• ​Train and lead LSS(s) for RFID scanning

• ​Identify changes to instrument inventory, work with department staff and customers to document changes and compile change control documentation (ex.: instrument manufacturer, model, serial number, location, owner, etc.).

• ​Provide timely information to Workflow Specialists, through the change control process, to update the SAP database due to instrument inventory changes (ARC process)

• ​Processes all on site ARCs

• ​Conduct additional lab support activities as agreed upon by departmental leadership and PKI

• ​Complete and execute MAC process (move, add, change) if required to change entitlements and contract status

​Communication:

• ​Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.

• ​Communicate timely program information internally discuss troubleshooting/repair situations with customers, in a professional, cost-effective manner, utilizing poise, tact and diplomacy to obtain cooperation and results.

• ​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:

• ​​Attention to detail, data integrity

• ​Excellent customer service skills complimented by an ability to listen to and interpret client requests.

• ​Strong verbal and written communication skills.

• ​Strong Excel Skills​

Basic Qualifications:

• ​​Bachelor’s degree in any scientific discipline and 2+ years of experience performing relevant responsibilities. ​ OR

• ​​Associate degree in any scientific discipline and 3+ years of experience performing relevant responsibilities OR

• ​High School degree or equivalent with 4+ years of experience performing relevant responsibilities

• ​Experience in Life Science environment Familiar with MS Office: Excel, Word, Outlook ​

Preferred Qualifications:

• ​​Associates degree preferred. 1 year of experience in inventory management, handling scientific instruments ​
  

Working Environment:

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.

• 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

• The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.

• Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).

• 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.

• Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.

• Employee may be required to handle hazardous waste according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste.

• Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, and hazardous chemicals.

• May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hazards present in the laboratory environment.