Service Coordinator I

Werfen • Bedford, MA

2d • $26 - $32

About The Position

Werfen is a family-owned diagnostics company founded in 1966 and headquartered in Barcelona, Spain. It operates directly in 30 countries and in more than 100 territories through distributors, with a workforce of more than 7,000 employees. Its work focuses on Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, Transplant, and customized assays and biomaterials through its OEM business line.

Reporting to the Service Coordination Supervisor, the Service Coordinator supports customer service and field service operations by coordinating the daily activities of field service engineers. The role serves as a primary liaison among customers, engineers, management, and internal departments. It manages service records, engineer scheduling, quoting and Time & Materials billing support, parts and returns orders, and instrument master data to help maintain instrument uptime and customer satisfaction.

The position also coordinates periodic calibration of field service tools, including forecasts and schedules, internal and external calibration providers, tool acquisition, records, and limited shipping and receiving activities. The role requires approximately 5% travel and availability for irregular on-call hours as needed to meet customer and department requirements in the assigned territory.

Requirements

• High school diploma or GED.
• At least 1 year of experience in a customer service, dispatch, or field service support environment.
• Proficiency with Microsoft Office, including Excel.
• Fluency in English.
• Ability to prioritize and multitask across multiple field engineers and open service calls in a fast-paced environment.
• Strong written and oral communication skills.
• Strong attention to detail.
• Strong problem-solving skills and ability to make sound decisions under time pressure.
• Strong customer service and interpersonal skills, including the ability to build relationships and cooperate with internal and external customers.
• Ability to learn and follow written specifications and Standard Operating Procedures.
• Professional telephone technique and email etiquette.
• Ability to interact cooperatively with coworkers and receive direction from supervisors and managers.
• Ability to maintain calibration forecasts, coordinate due dates, and anticipate tool replacement needs.
• Ability to maintain accurate, complete, and traceable tool and calibration records.
• Ability to follow up with internal providers and external vendors and escalate delays promptly.
• Ability and willingness to perform basic receiving, unboxing, labeling, packing, and tool-handling tasks safely and accurately.
• Approximately 5% travel and availability to work irregular on-call hours as necessary for customer and department requirements.

Nice To Haves

• Associate or Bachelor’s degree in Business or a related field, or equivalent combination of education and experience.
• Working knowledge of an ERP system, preferably SAP, including service orders, sales orders, and billing processes.
• General understanding of service contracts.
• Experience coordinating calibration, asset management, inventory, or shipping and receiving in a service or regulated environment.
• Familiarity with calibration schedules, asset identification, certificates, record control, and due-date tracking.
• Basic knowledge of packing, labeling, shipping, receiving, and inventory handling.
• Familiarity with ERP purchasing and inventory transactions.

Responsibilities

• Create and manage service records and child records, enter required data, assign field service engineers, and close service calls and complaint records in the service management system.
• Support quoting and Time & Materials billing by capturing and validating labor, travel, and parts data in accordance with contracts and billing policies.
• Place parts and returns orders for Field Service Engineers and create, maintain, and close service and sales orders in the ERP system.
• Manage installations, contracts, inventory, periodic maintenance, and Return Goods Authorizations in the ERP system.
• Coordinate instrument service requests, including scheduling engineers for preventive and corrective maintenance and escalating service issues to the responsible manager.
• Review open service calls periodically to ensure timely follow-up and closure.
• File instrument-related paperwork and ensure timely and accurate initiation of service billings and credits.
• Maintain instrument master data and install-base records, including new accounts, engineer assignments, and preventive maintenance and upgrade completions.
• Coordinate instrument moves and relocations with Field Service managers and field staff.
• Research customer issues relating to credits or claims on service reports, determine appropriate action, and escalate unresolved issues to the Field Service Coordination Supervisor.
• Provide accurate, timely data for service, billing, backlog, and KPI reporting, and support continuous improvement of Field Service operations.
• Develop and maintain tool-calibration forecasts and schedules using engineer assignments, tool inventory, calibration intervals, and due dates; monitor completion and escalate risks.
• Coordinate internal and external tool calibration, including service requests, shipments and receipts, status follow-up, and timely return of tools to engineers.
• Maintain accurate tool inventory and calibration records, including asset or serial number, assigned engineer, location, calibration status, due date, and certificates; ensure tools are identified and labeled according to procedures.
• Coordinate acquisition, receipt, assignment, and deployment of new or replacement tools with Field Service management, Procurement, and other internal partners.
• Perform limited basic warehousing and shipping tasks for the tool-calibration program, including receiving, unboxing, visible-damage inspection, labeling, packing or repacking, staging, and shipment preparation.
• Track calibration completion and overdue items, provide status reports, and escalate delays or tool-availability issues to the supervisor.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan with employer match
• Paid vacation
• Paid sick leave
• Performance-based bonus eligibility for management and select professional roles

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED