Technical Service Coordinator

Overview

The Technical Service Coordinator will provide support for managed service contracts and core accounts across a range of laboratory and scientific instruments. The main focus of this role is delivering timely and professional customer service to clients who contact the Customer Support Centre for technical and product enquiries. This includes accurately recording equipment faults in the MS Dynamics CRM system, managing service requests, and ensuring agreed response targets are met.

The role also involves monitoring service providers to ensure KPIs are met, and taking escalation actions where necessary to meet contractual obligations. You will assist with collecting and reporting service data for account managers and maintain high standards of instrument uptime through effective coordination with partner suppliers. As part of the technical service administration team, you will be responsible for supporting both customer and field service operations.

Details:
Full Time, 37.5 hours per week, Monday to Friday 09:00 – 17:30 with a 1 hour lunch break.

Location:

Office Based.

• Customer Support – Handle inbound customer calls on dedicated service hotlines
• Customer Support – Manage email enquiries
• Customer Support – Log faults accurately within MS Dynamics CRM for customer and partner equipment
• Customer Support – Schedule activities including emergency call outs, routine maintenance visits, and urgent corrective actions
• Customer Support – Work closely with field service engineers to meet customer requirements
• Reporting – Collate data and update cases in MS Dynamics CRM for partner equipment
• Reporting – Produce reports for account managers
• Reporting – Monitor partner equipment maintenance and coordinate with customers
• Administration – Escalate customer issues when needed
• Administration – Update CRM records for newly installed equipment
• Administration – Manage inventory as required
• Business Relationship Management – Develop and maintain strong relationships with business partners
• Personal Training – Complete all required company training
• Regulatory Affairs – Report regulatory issues to the Customer Support Centre Manager
• Health & Safety (H&S) – Attend all required H&S training
• Health & Safety (H&S) – Adhere to company environmental rules and regulations

• Strong skills in Microsoft Dynamics and Microsoft Office Suite
• Minimum 2 years' experience in a customer service or scheduling environment
• Experience working towards KPI targets
• Excellent communication skills in English
• Experience handling escalations to multiple stakeholders

• Experience in diagnostics, laboratory, or technical service environments
• KPI report writing experience for customer accounts
• Commercially aware and proactive
• Experience working with managed service contracts