Service Coordinator, Bioprocess

Would you like to work for a company who has made it its mission to make a contribution to improving human living conditions? With around 5,000 employees worldwide Eppendorf is a leading Life Sciences company. We develop and distribute devices, consumables and services for use in laboratories worldwide. Our daily work is characterized by our principle:
Collaborate on new ideas. You would like to take responsibility and help to make a difference in an experienced international company? Exciting tasks combined with a positive and affirmative working environment await you  are also motivated by technical challenges? Then apply now!

• Balance short and mid to long-term planning, scheduling future PMs while building in capacity for break/fix calls and admin time
• Coordinate among Field Service Engineers (FSEs), Customers, Sales, and back office for all work orders and installations
• Help facilitate PM Kits, Parts Ordering, and Material Requests
• Adjust schedules as needed; manage urgent service requests and dispatch accordingly
• Manage Work Orders, bookings, and schedule board in CRM, including future bookings for agreements
• Adhere to service level agreements and terms of customers under agreement
• Manage communication with customers about upcoming service jobs, including the engineer's name and estimated arrival time, in order to drive customer satisfaction
• Align with FSEs to ensure communication of the same information to customers
• Follow up with customers regarding billable POs or payments prior to the FSE's on-site service
• Regular communication with FSEs about schedules and upcoming planned work
• Communication and alignment with sales, back office, and parts teams to support FSEs and Word Order scheduling
• Own scheduling process and propose optimization efforts to the system or process for efficiency gains
• Work with Field Service Manager to define target utilization levels for FSEs
• Organize the field schedules, load planning, and resource optimization of FSEs
• Support Field Service Manager and Head of Service in monitoring and reporting on defined operational KPIs
• Work with Field Service Manager to understand FSE training, training records, and capabilities across product lines and services
• Gain an understanding of tools needed for service jobs and any potential certifications or requirements to access customer sites

• Bachelor’s Degree in business, communications, or related field of study and 3+ years in related field. A combination of education and experience is applicable.
• Experience in customer-facing functions related to sales, service or customer support
• experience with CRM, MRP and ERP technology

• Compensation: $55k - $60k annually
• Competitive total rewards package including health, financial, and education benefits
• Personal and professional growth opportunities

Please note that we can only consider applications that are submitted online via our application management tool.