Sr. Service And Support Coordinator

SPT Labtech is a global supplier of innovative lab automation products for the life science markets. Our solutions save time and material costs and simplify complex operations. We are natural innovators. We create, design and manufacture high quality, robust and innovative automated laboratory equipment for academic, pharmaceutical and biotechnology research.

Working collaboratively with the US Service Team Leader and Field Service Engineers you will assist with the day-to-day coordination of field service activities including the scheduling of FSEs workload and liaising with customers to ensure on time installation and servicing of SPT Labtech products. Maintaining robust channels of communication between the various internal departments responsible for customer care and after sales services will be a key requirement necessitating excellent interpersonal skills.

Working from your home office you will be primary US contact for SPT Labtech’s service and support department and therefore expected to positively promote SPT Labtech’s products and services and proactively contribute towards delivering and enhancing exceptional after sales customer service.

This is a dynamic and varied role requiring excellent organizational skills and the ability to multitask and priorities a variety of cross functional duties on a daily basis. Being part of a close and friendly team of technical experts you will be expected to collaboratively contribute with new ideas and ongoing improvements to enhance the post sales experience for TTP Labtech customers. There will be the occasional need to visit our service partner’s technical support center in Arlington, WI to assist with spares administration and prepare instruments for demonstrations and training.

Responsibilities:

Customer Service

• Assist the field service and customer care teams to ensure an appropriate and timely response to escalated calls and customer complaints.
• Create and circulate regular SalesForce.com reports to provide visibility of field service activities and open calls.
• Perform follow up customer care calls to ensure highest level of customer service are maintained.
• Provide administrative support for the US Team Leader including coordination of team meetings, technician training schedules and customer visits.
• Act as primary point of contact for US customers including fielding and logging all service calls in SalesForce.com and responding to all inbound email and phone enquires.

Field Service Coordination

• Liaise with customers, FSEs and internal functions to schedule customer visits, optimize field efficiencies and ensure all work schedules are complete on time.
• Assist with the tracking of international and internal shipments of instruments and spares to support field service activities.
• Assist with the management and dispatch of spare parts to ensure on time deliver and support for the field service team.
• Assist remote Service Technicians and Team Leader with the coordination of new instrument installations and relocation of existing instruments.
• Monitor open service calls to ensure target case duration times are achieved and planned activities are completed on time.
• Liaise with suppliers and service partners to coordinate materials and resources associated with delivering a variety of field service activities.
• Proactively and positively contribute towards improving processes and protocols to optimize field service efficiencies and enhance the customer’s post sales experience.

Personal

• Willing to positively contribute towards the improvement of departmental efficiencies and processes.
• Exceptional interpersonal skills and team player
• Detailed orientated, reliable with exceptional organizational and time management skills
• Able to work unsupervised whilst managing a varied daily workload.
• Occasionally be willing to be flexible regarding start and finish times to meet foreseen or unforeseen work.

Requirements

• Graduate, ideally with Bachelors’ Degree
• Computer literate, familiar with SalesForce.com and Excel, Word, PowerPoint to an intermediate level
• Experience of working in a technical, project coordination or logistics role or environment
• Working in a customer support role and interfacing with customers via email and phone

Benefits

We offer highly attractive compensation package and comprehensive benefits, which includes 401K, private healthcare, Profit Share. We will provide full training for the successful candidate which will take place in the US and at our headquarters in Cambridge, UK.