Instrument Coordinator and Service Sales

Cytek Biosciences Inc•Bethesda, MD

2d•Onsite

About The Position

Cytek Biosciences is a leading cell analysis solutions company advancing next-generation scientific discovery tools through high-resolution, high-content, and high-sensitivity technologies. With a global footprint spanning direct sales and support organizations across North America, Europe, Asia-Pacific, and beyond, Cytek is committed to delivering innovative flow cytometry instruments, reagents, software, and exceptional customer service to research and clinical markets. As part of the Bethesda Sales Support Team, this role serves as a pivotal commercial support function, collaborating with sales, service, technical support, and customer success to ensure seamless execution of key commercial activities and outstanding customer experience. ROLE SUMMARY The Instrument Coordinator & Service Sales position integrates instrument order management with service contract oversight, ensuring compliance with company revenue recognition practices. This role emphasizes customer retention, relationship building, and revenue growth through service contract renewals, upsells, and conversion sales. The coordinator will manage the delivery workflow for new Cytek equipment, maintain the demo instrument fleet across the Americas and APAC regions, and partner with internal teams including the Bethesda Sales Support team, technical services, logistics, and third-party warehouses to drive operational excellence.

Requirements

AA/AS in Business Administration or related discipline required.
Minimum of 2 years’ experience in order management, logistics, customer service, or related commercial operations.
Proficient with Microsoft O365 and experienced with CRM and ERP systems.
Professional level proficiency in English required; additional languages are a plus.
Strong organizational, analytical, and planning capabilities.
Demonstrated ability to work independently and strategically to meet individual and corporate goals.

Responsibilities

Oversee the full lifecycle of customer service agreements with a focus on retention and revenue growth.
Act as a key point of contact for customers regarding contract inquiries, renewals, and issue resolution.
Initiate outreach to customers 120–150 days before renewal expiration to discuss options, PM sales, and upsell opportunities.
Prepare and deliver proposals, negotiate terms, and provide documentation in alignment with renewal timelines.
Manage on-time approval and processing of instrument orders in NetSuite following approved SOPs.
Lead the instrument delivery and installation pipeline by coordinating logistics, communicating with customers and internal partners, and tracking completion.
Create and track instrument assets, coordinate installation readiness, and notify Applications Support to begin customer training.
Collaborate with the Service department for all post-sales activities such as RMAs.
Track and maintain accurate usage, location, and status of all demo units across the Americas and APAC.
Coordinate the movement of demo systems among territories and internal teams based on demand and business priorities.
Partner closely with Sales, Account Management, Finance, Technical Services, Logistics, and the Bethesda Sales Support team to resolve issues and improve customer experience.
Participate in Sales funnel discussions and represent Commercial Operations in Sales, Operations, and Manufacturing calls.
Provide backup support to Commercial Operations including sales support, client success activities, and intercompany order coordination.
Manage instrument demonstration requests through SFDC case management and communicate with stakeholders on status and next steps.
Assist with logistical support for instrument and consumable delivery for trade shows.