Brittany Taylor Email & Phone Number

Remote

• Manage technical interactions between various internal departments to deliver a unified support experience to Premier customers. Facilitate regular case and metric review meetings.
• Provide focused support to help customer meet deadlines and ensure critical issues are resolved timely.
• Develop good working partnerships with key business and technical contacts within assigned accounts.
• Manage escalated issues and difficult customer engagements through to resolution, working with various internal departments as required.

Lewistown, Pennsylvania

Lewistown, PA

• Led or attended a Scrum meeting to discuss software enhancement progress or bugs and issues. Worked closely with 200+ global users, taught best practices for business use cases and led training sessions. Tested.
• Integrated ServiceMax (SFDC platform) resource scheduling tool with SAP ERP in order to reduce order entry time and duplicate work by 15 minutes, for an annual productivity saving of $158K.
• Contributed to a 94% ServiceMax adoption increase, by leading continuous system improvements, based on end user feedback.
• Facilitated internal website community to track cross border mobilizations in order to account for personal income tax liabilities and compliance.

Lewistown, PA

• Each day consisted of different activities supporting multiple projects I was leading, focusing on response times, and balancing priorities.
• Elected as an SAP super user to support in-house service operations before, during, and after SAP ERP system implementation.
• Maintained and managed drug testing and background check program for field service group of 500+ Field Engineers, adhering to specific customer requirements for site access.
• Managed and supported a 200+ fleet vehicle program, optimizing leasing terms by transferring and relocating vehicles as needed.
• Owned NPS follow-up on perfect 10 scores for multiple product lines globally, rewarding and encouraging consistent service quality.
• Coordinated with 3rd party businesses and internal personal to arrange service repair returns, which reduced TAT, and eased customer frustrations associated with long lead times.

Lewistown, PA

• Answered all phone and email correspondence from customers as the first point of contact. Sent quotes for onsite service and parts, collected PO’s, then entered order in ERP system. Coordinated the date for onsite.
• Led communications with customer care, supply chain, team leaders, and service managers to resolve customer issues including lead times, invoices, spare parts returns, or other issues that may arise.
• Prepared upgrade kits and shipped them to Field Engineers to install on 171 x-ray machines to minimize customer disruption and meet FDA regulatory requirements.

Lewistown, PA

• Managed daily customer orders for radiography, ultrasonic, eddy current, testing machine, and film product lines, including quoting and invoicing for field and depot repairs.
• Tracked and reported warranty and interdepartmental charges for finance reconciliation purposes.
• Organized return to vendor repairs helping reduce turn-around times specific to global returns.
• Provided information and documentation as requested for technicians, customer care, service managers, logistics personnel, and our customers.

Education record

Associate'S Degree