Service Coordinator

Summary

The Service Coordinator is responsible for scheduling, dispatching, and supporting field service technicians and contractors across assigned territories. This role serves as the primary liaison between customers, field personnel, and internal stakeholders to ensure timely service delivery, resource optimization, and high customer satisfaction.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Schedule and dispatch field service technicians and contractors for customer service calls, preventive maintenance, installations, and emergency support.
• Optimize technician schedules to maximize utilization and minimize travel costs.
• Coordinate service activities across multiple regions and time zones.
• Monitor service request queues and ensure adherence to service-level agreements (SLAs).
• Serve as a primary point of contact for the Technical Support team for service scheduling and status updates.
• Communicate service timelines, delays, and resolution plans proactively.
• Escalate critical customer concerns to management when appropriate.
• Maintain and review maintenance, calibration and technical intervention records and service management systems.
• Work Order creation.
• Review and manage all CRM cases assigned.
• Coordinate parts availability and logistics with supply chain and inventory teams.
• Track technician certifications, training requirements, and site access requirements.
• Gather and analyze customer feedback to identify areas for service improvement.
• Support continuous improvement initiatives to enhance operational efficiency.
• Other duties as assigned.

Supervisory Responsibilities

This role currently has no direct or indirect reports.

Work Environment

Combination of professional office environment and commercial sales, service, and technology center. This role may occasionally visit or assist field-based engineering employees at customer sites.

Physical Demands

Work activities can include standing for extended periods of time, walking, climbing, sitting, bending, kneeling, reaching, grasping. While in office, the role is primarily sedentary at a desk.

Travel Required

This role does not require regular work travel (< 10%).

Required Education and Experience

• Bachelors degree in science, engineering, supply chain, or business administration. Equivalent work experience considered.
• 3+ years working experience in customer support, technical support, after-sales service, or supply chain in a technical and/or industrial environment.
• Ability to analyze issues, troubleshoot problems, and provide solutions effectively.
• Experience working cross-functionally with technical, sales, and service teams.
• Strong interpersonal and communication skills with a customer-centric mindset.
• Courteous, supportive, and respectful in all interactions.
• Possess genuine willingness to learn and be coachable.
• Working knowledge of Microsoft Office products.

Preferred Education and Experience

• 1+ years direct working experience in the biopharma, life sciences, medical equipment/device, or industrial sterilization industries.
• General knowledge of the principles and methods of sterilization, steam systems, sterilizers, and other methods of sterilization / decontamination.
• General knowledge of good documentation practices
• General knowledge of calibration and ISO 17025.
• Familiarity with cGMP, FDA, ISO 13485, OSHA, and other relevant regulatory requirements.
• Direct working experience with Salesforce CRM and/or SAP products.

Other Duties

Please note this job description is not designed to be exhaustive nor a fully comprehensive listing of activities, duties or responsibilities that may be required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.