Service Coordinator, Bioprocess
About The Position
Your challenges Balance short and mid to long-term planning, scheduling future PMs while building in capacity for break/fix calls and admin time Coordinate among Field Service Engineers (FSEs), Customers, Sales, and back office for all work orders and installations Help facilitate PM Kits, Parts Ordering, and Material Requests Adjust schedules as needed; manage urgent service requests and dispatch accordingly Manage Work Orders, bookings, and schedule board in CRM, including future bookings for agreements Adhere to service level agreements and terms of customers under agreement Manage communication with customers about upcoming service jobs, including the engineer's name and estimated arrival time, in order to drive customer satisfaction Align with FSEs to ensure communication of the same information to customers Follow up with customers regarding billable POs or payments prior to the FSE's on-site service Regular communication with FSEs about schedules and upcoming planned work Communication and alignment with sales, back office, and parts teams to support FSEs and Word Order scheduling Own scheduling process and propose optimization efforts to the system or process for efficiency gains Work with Field Service Manager to define target utilization levels for FSEs Organize the field schedules, load planning, and resource optimization of FSEs Support Field Service Manager and Head of Service in monitoring and reporting on defined operational KPIs Work with Field Service Manager to understand FSE training, training records, and capabilities across product lines and services Gain an understanding of tools needed for service jobs and any potential certifications or requirements to access customer sites Your expertise Bachelor’s Degree in business, communications, or related field of study and 3+ years in related field. A combination of education and experience is applicable. Experience in customer-facing functions related to sales, service or customer support experience with CRM, MRP and ERP technology Your benefits at Eppendorf Compensation: $55k - $60k annually Competitive total rewards package including health, financial, and education benefits Personal and professional growth opportunities
Requirements
- Bachelor’s Degree in business, communications, or related field of study and 3+ years in related field. A combination of education and experience is applicable.
- Experience in customer-facing functions related to sales, service or customer support experience with CRM, MRP and ERP technology
Responsibilities
- Balance short and mid to long-term planning, scheduling future PMs while building in capacity for break/fix calls and admin time
- Coordinate among Field Service Engineers (FSEs), Customers, Sales, and back office for all work orders and installations
- Help facilitate PM Kits, Parts Ordering, and Material Requests
- Adjust schedules as needed; manage urgent service requests and dispatch accordingly
- Manage Work Orders, bookings, and schedule board in CRM, including future bookings for agreements
- Adhere to service level agreements and terms of customers under agreement
- Manage communication with customers about upcoming service jobs, including the engineer's name and estimated arrival time, in order to drive customer satisfaction
- Align with FSEs to ensure communication of the same information to customers
- Follow up with customers regarding billable POs or payments prior to the FSE's on-site service
- Regular communication with FSEs about schedules and upcoming planned work
- Communication and alignment with sales, back office, and parts teams to support FSEs and Word Order scheduling
- Own scheduling process and propose optimization efforts to the system or process for efficiency gains
- Work with Field Service Manager to define target utilization levels for FSEs
- Organize the field schedules, load planning, and resource optimization of FSEs
- Support Field Service Manager and Head of Service in monitoring and reporting on defined operational KPIs
- Work with Field Service Manager to understand FSE training, training records, and capabilities across product lines and services
- Gain an understanding of tools needed for service jobs and any potential certifications or requirements to access customer sites
Benefits
- Compensation: $55k - $60k annually
- Competitive total rewards package including health, financial, and education benefits
- Personal and professional growth opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
