Service Success Coordinator

TN United Kingdom; United Kingdom; Remote; GBP 10,000 - 40,000

Job description

Service Success Coordinator

Job Locations: UK

Req No: 2023-3775

Category: Other

Type: Temporary Employee

Job Description

The EMEA Service Success Manager (SSM) is a critical remote role that enables technical support and field service personnel to deliver solutions to customers. The SSM performs two key roles: (i) Fulfillment responsibility to ensure that our service obligations are accurately and timely recorded in our service systems, and (ii) New Install Planning/Preparation that enables new SBI instruments in EMEA to be successfully and timely installed by our field service engineers (FSEs).

The ideal candidate must have an eye for detail, a structured work approach, and a go-getter personality ready to help synchronize all elements that ensure success in the SSM role.

Fulfillment Responsibilities:

1. Maintain and update our field service CRM (Customer Resource Management) data by fulfilling and maintaining records, reviewing work orders, parts orders, and documentation.
2. Work with field engineers, order management, Field Application Scientists (FAS), sales, logistics, and accounting team members to assure integrity of CRM data and service success.
3. Track and document orders and changes to orders to ensure proper billing at service completion.
4. Receive and process field service engineer work order activity, closeout documents and ensure accuracy.
5. Report to regional Sr. Director Service Delivery for EMEA, and Service Success managers, with updates on work order status, scheduling, documentation, and process exceptions.
6. Provide service administration support as required, including compiling customer activity reports, work order history reports, customer financial invoicing.
7. Update, populate and maintain customer service database/tracking system to maximize customer service and client satisfaction.

Installation Planning/Preparation Responsibilities:

1. Liaise with Service Sales and Order Management to ensure that new installations are appropriately planned for.
2. Ensure that materials and P/N needed for FSEs (e.g., tools, test equipment, reagents, etc.) are arranged for delivery to, and retrieval from, the target customer location for the new installation.
3. Confirm & oversee schedule for installation activities across the EMEA region.
4. Liaise with regional Service management to ensure FSE availability to support and execute the installation schedule.

Requirements:

1. Diploma and/or certificate in Business Administration or related office experience.
2. Experience in dispatch within a service environment.
3. Strong customer service skills preferred, demonstrating a commitment to meeting customer needs.
4. Excellent client-facing and internal communication skills.
5. Ability to solve practical problems and deal with a variety of concrete variables.
6. Solid organizational skills, including attention to detail and multitasking skills.
7. Strong computer skills and knowledge of CRM systems (SFDC a bonus).
8. Ability to prioritize workflow, follow-through, and work with minimal supervision.
9. Demonstrated ability to work in a fast-paced changing environment with quick turnaround times and tight deadlines.
10. For working remotely: Fast reliable unlimited internet connection and unlimited phone plan is required.

Key Skills:

1. Planning, time management and organizational skills.
2. Excel, GANTT charts; PowerPoint, Word.
3. Analytical & communication skills.
4. Attention to detail.
5. Commercial Awareness.
6. Strong written and oral communications.
7. Critical thinking and problem-solving skills.

Ready to join an industry leader with a bold and ambitious mission that is enabling advancements in human health? Apply online with your resume!

Standard BioTools is an equal opportunity/affirmative action employer. We will consider all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.