Customer Service & Lab Equipment Support Administrator

Job Description

Job Description

JOB TITLE: Service & Technical Support Administrator

FLSA STATUS: Exempt

JOB TYPE: Full-time

JOB SUMMARY

The Service and Technical Support Administrator reports to the Global Service Business Operations Manager and will be an integral resource supporting coordination for service operations, ensuring efficient response, communication, and execution of technical support and field service activities. This role ensures seamless coordination across service intake, technical support, scheduling, and administrative processes, enabling efficient service delivery and consistent customer experiences.

PRIMARY FUNCTIONS

• • Receive and triage incoming service and technical support requests; resolve basic inquiries or route to the appropriate technical resource.
  • Coordinate technician scheduling, aligning customer availability with field service resources to ensure timely service delivery .
  • Support coordination of parts availability as it relates to service execution at the customer site.
  • Support the Service Business Manager in communication between customers, technicians, and internal teams to maintain clear expectations and updates.
  • Support the preparation of service and parts quotations, including cost compilation and validation.
  • Perform service order entry and maintain accurate records within service management systems.
  • Review and approve completed service orders for invoicing, including validation of field service reports and supporting documentation.
  • Review and expedite action items and required follow up as noted in field service reports.
  • Coordinate third-party (3P) service providers to align schedules, scope, and execution with internal and customer requirements.
  • Assist in maintaining service documentation and ensuring compliance with internal processes.

SKILLS & QUALIFICATIONS

• Exceptional verbal communication skills with the ability to clearly and confidently engage customers, technicians, and internal stakeholders.
• Strong written communication skills, with attention to clarity, accuracy, and professionalism.
• Highly comfortable with technology, including the ability to quickly learn and adapt to new systems, tools, and service platforms.
• Demonstrated ability to multitask and effectively manage shifting priorities in a fast-paced environment.
• Maintains a calm, composed demeanor when handling urgent or high-pressure situations.
• Strong team orientation with the ability to collaborate effectively across functions and support a shared service delivery model.
• Detail-oriented with a focus on accuracy in documentation, order processing, and reporting.
• Proactive problem-solver with sound judgment in triaging issues and escalating when appropriate.
• 1-5 years’ experience in a services business operations role.
• Medtech, healthcare, or research lab experience a plus.

ESSENTIAL FUNCTIONS/PHYSICAL REQUIREMENTS

1. Must be able to regularly lift and move up to 30lbs.
2. Frequently required to stand, walk, sit, use hands to handle and feel, use arms to reach, climb, balance, stoop, kneel, crouch, crawl, talk and hear.
3. Must be able to crouch, stoop, or squat to work inside or under equipment, or move through low headroom spaces.
4. Must be able to operate a computer and other office machinery such as a calculator, copy machine and printer.
5. Travel 25%

EOE/AA/M/F/Veteran/Disability