Key Responsibilities:
* Using the Computerised Maintenance Management System (CMMS), assigns distributes and co-ordinates, where required, all PM/Calibration work orders for all GSK R&D sites liaising with the LIS Schedules and other Scientific Services teams.
* Continually reviewing and improving customer experience.
* On a daily basis, receives all written and electronic work requests for all GSK R&D and CHC sites, verifies completeness of all entries, issues work order to appropriate Supervisor or LIS Scheduler.
* On a daily basis, follows up immediately with all customers raising work requests to get the righ information required. (Walk to labs, face to face meetings and GEMBAs with customers)
* On a daily basis, monitors and manages the customer support group mailbox to ensure all email queries are assigned to the appropriate member of the team.
* Respond to all customer queries in a timely manner.
* Liaises with Vendor Management Administrator to ensure all calibration labels are prepared and distributed when required, following documented processes.
* Ensures up to date communication with the customer as to the status of the work order until completion of work.
* Reviews and updates CMMS records to ensure they accurately reflect current status and maintenance plans for equipment.
* Where changes affect GxP equipment ensures compliant procedures have been followed.
* Escalates in a timely manner, any issues or concerns that arise.
Competencies:
* Excellent understanding of customer service.
* Good educational background.
* Administrative and/or customer service experience.
* Excellent written and verbal communication skills.
* Excellent organisational and planning skills.
* Ability to prioritise and co-ordinate workload.
* Experience of working with databases or systems.
* Knowledge of GxP.
* Proficiency in Microsoft Office packages (excel, word, outlook)
* Able to work at Stevenage site when required
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