What are the responsibilities and job description for the Service Coordinator, Bioprocess position at Eppendorf?
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
- 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
- Compensation: $55k - $60k annually
- Competitive total rewards package including health, financial, and education benefits
- Personal and professional growth opportunities
Salary : $55,000 - $60,000