Service Coordinator

Qualifications

• You have previous experience as a service coordinator in a fast‑paced, reactive service environment, and you bring strong customer service skills and a professional telephone manner.
• Solid numeracy skills and a good understanding of figures are vital for this role; experience in an office or sales environment and knowledge of commercial contracts are desirable.
• You are highly proficient in MS Word and Excel, with accurate keyboard skills, and you have knowledge of SAP and CRM systems.
• You demonstrate strong time management, attention to detail, adaptability, and the ability to multitask, working both independently and as part of a team.
• You have excellent verbal and written communication skills and a professional, customer‑focused attitude.

Responsibilities

• Dealing with customer queries regarding all breakdowns, preventive maintenance, renewal of service contracts
• Actioning the service inbox
• Provide accurate quotations for the repair of Eppendorf portfolio of products
• Raising cases/ work orders for repair & performance plan maintenance; allocating jobs to service engineers and subsequent ticket closure using CRM and Outlook
• Proactive communication with the customer and field sales giving clear and concise information regarding the status of the enquiry
• Creating service contracts using Microsoft e365
• Proactive review of the service calendar and regular liaison with the service engineers to maximise time management
• To contribute to the efficient working of the office‑based team

Tasks

• Supporting the service team in their daily activities with information requests, quotation requirements and follow up.
• Adhere to ISO procedures and processes in place and to make suggestions for improvement to enhance the effectivness of the team/process
• Answering all queries (phone calls, e‑mail, web enquiries) related to service
• Individually assigned key service accounts coordination
• Pipette & epMotion tool calibration/service/repair process & billing
• Ongoing review of cases
• Ensuring that invoicing is done in a timely manner
• Ensuring spare parts are consumed from the correct storage location during invoice process
• Manage the service contract renewal process
• Complete IQ/OQ documentation for submission to customer
• Issuing Risk Assessments & Method Statements
• Direct customer technical queries to the PLS team or engineer
• To carry out any other such duty as may be reasonably assigned from time to time at the discretion of the Service Manager.