When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs.  With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

Job Title

Location(s)

Job Description

The Associate Service Dispatch Specialist will be responsible for scheduling, logistics and dispatching technicians when new service calls are opened. This role is integral for maintaining the company database with the most current information and will effectively and professionally communicate with cross-functional teams, leaders and customers to ensure that we are providing world-class customer service.

Location: Shelton, CT

Job Responsibilities: 

• Responding to customer/engineer requests via email, telephone, fax or system
• Processing domestic service requests and follow up transactions in relevant customer service system (ServiceMax)
• Opening calls with a clear professional greeting/summarizing call for customer when closing and seting  proper expectations for the response time
• Identifying customers’ technical needs and ensure that all calls are routed to the proper inside/outside service engineer for resolution
• Scheduling domestic Pre-Installation Visits (PIV), Installations and Preventative Maintenance visits (PM’s)
• Utilizing the complaint handling procedure
• Assisting with billing inquiries for service requests
• Completes general service administration which includes creating, updating and maintaining customer equipment records and customer ship to and bill to locations
• Adhering to ISO standards and requirements
• Participating actively in the ongoing assessment of customer support process and incorporating approved improvements
• Providing support to internal and external stakeholders
• Proactively identifies customer issues, communicates and recommends solutions to leaders and pursues resolution with a sense of urgency and commitment to customers
• 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.

Basic Qualifications:

• High School Diploma or equivalent
• 1 plus years of customer service experience in a call center and team based environment
• Previous experience with ServiceMax, SalesForce and/or SAP.

Preferred Qualifications:

• Prior experience dispatching technicians is preferred
• Industry experience is preferred
• Advanced customer service skills and 3 or more years of call center experience preferred
• geographical knowledge of service area and Map reading skills
• Computer proficiency with Microsoft Office, IE, MS Outlook and other software applications

Working Environment:

• 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 annual compensation range for this full-time position is $40,040.00 to $52,000.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.