Mindlance · 3 months ago
Admin & Clerical - Administration - Executive Administrative Assistant
Plymouth Meeting, PA
Full-time
Onsite
Mid Level
3+ years expMindlance is a company seeking a Technical Administrator to ensure complete customer satisfaction by providing first level non-technical and basic technical support to customers. The role involves coordinating client moves, managing service calls, and maintaining inventory data integrity while ensuring effective communication with end users.
Human Resources
Responsibilities
Identify & Respond to Customer Inquiries. Acknowledge the customer, determine the nature of the call and provide a customer focused first point of contact to answer customer inquiries, establish service calls, or refer customers to other service professionals within PerkinElmer in a way that demonstrates a commitment to total customer satisfaction
Initiate outgoing calls focused on requesting and expediting requests for service and scheduling of activities with other Original Equipment Manufacturers (OEM), Third Party Vendors (TPV) or Independent Service Provider (ISP)
Coordinate with Enterprise Purchasing for all contract or Spot Buy Purchase Orders On a daily basis, the Enterprise Support Services Specialist will provide the following services to PerkinElmer customers:
General Customer Inquiries:
As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer or reassignment path, achieving resolution and customer satisfaction
Channel product sales inquiries to the appropriate sales/service leader
Monitor & respond to email, voicemail, web portal and fax to ensure requests are responded to according to established standards and KPI’s by customer
Provide back up support for team members assigned to other customers
Service Scheduling and Processing:
Monitor & respond to customer requests, ensuring response times are within the requirements identified in the customer Statement of Work and Service Level Agreement
Process requests for equipment service, confirming equipment coverage and service provider, identifying events which will be billable to the customer. Obtain customer purchase orders for billable events before work is started
Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and assign to PerkinElmer engineer, OEM or TVP, working to schedule out 60-90 days in advance of required event
Follow up on service events to confirm the event has been completed and the customer is satisfied
Move the Basic start date to reflect service dates which have been moved to a future date
Utilize SAP, Service Max and/or customer’s system of record, if required, to capture pertinent detail regarding the event
Input data from Field Service Reports into SAP, Service Max, and/or customer‘s system of record, assuring that start and stop dates and times are correct
Complete follow-up transactions in an organized, detailed, efficient manner, meeting deadlines. Data entry is accurate and errors minimal
Collect required customer data and information for account creation and maintenance, equipment adds to the program, deletes from the program, or entitlement changes. Submit via portal for processing
Purchase Requisition Creation:
Obtain required documentation and approval prior to creation of Purchase Requisitions for service requests to be completed by non-PerkinElmer suppliers
Identify Customer’s instrument/system-based or technical need & ensure that required documentation is secured prior to purchase requisition release
After PO’s have been issued, ensure service delivery dates are correct and revise as necessary, per follow-up with suppliers and customers
Ensure purchase requisitions are closed within 180 days, and work with PO Specialists to confirm associated purchase orders are closed as well
Work with service delivery team to ensure service delivery goals are met for cost savings, cost avoidance and KPIs (Key Performance Indicators)
Assist with vendor satisfaction surveys; provide results to service leadership, service provider and customer where appropriate
Out of Scope Charges:
Run required reports to identify service events which require charge back to the customer
Complete the chargeback process, obtaining customer approvals where required, in advance of PKI customer invoicing
Maintain surveillance and escalate to service leadership any instances where billing cannot occur due to pending customer approval or funding issues
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
Site Specific Activities – if applicable to the specific customer
Meet OEM or TPV service engineers at customer points of entry, confirm reason for site visit
Verify required customer health and safety requirements for site entry have been completed by engineer
Escort the engineer to the equipment location and hand off to customer equipment owner/user
Upon completion of the service event, escort the engineer back to the customer entry point and obtain a copy of the service report prior to engineer departure
Open and close service events in the customer’s system of record, matching the service events in PerkinElmer SAP and/or Service Max
Update the customer’s system of record, matching PerkinElmer records, for all adds/changes/deletes to the OneSource Enterprise program
Qualification
Required
3+ experience in a similar role
Microsoft office (Word, Excel, PP)
Veeva Vault
B.A/B.S. Degree or Associate Degree, or 3+ years of experience in a team-based customer service environment
Ability to work effectively in a team and individually; organized with good time management skills
Bias for action and high level of commitment to customer
Excellent verbal and written communications skills
Demonstrated experience and proficiency using software for word processing, email, order entry, and others as required
Proficiency in Microsoft Office; SAP, Service Max and Maximo experience desirable
Preferred
Pharma background
GXP data review experience
Company
Mindlance
Mindlance is a Staffing and Recruiting company which provides multi-vertical staffing services
1001-5000 employees
H1B Sponsorship
Mindlance has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (71)
2024 (53)
2023 (37)
2022 (72)
2021 (36)
2020 (40)
Funding
Current Stage
Late StageLeadership Team
R
Rajat Paul Dhall
Co-Founder & Managing Director
V
Vik Kalra
Co-Founder and Managing Director
Recent News
2025-11-19
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2025-04-14
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