What are the responsibilities and job description for the Field Service Coordinator position at SCIENION?
WHO WE ARE:
SCIENION is a global leader in low-volume precision dispensing technologies, supporting applications from early-stage research to full-scale manufacturing. Our integrated product portfolio includes advanced hardware, consumables, and services used across microarrays, biosensors, single-cell dispensing, and other innovative life-science applications.
As a subsidiary of SCIENION GmbH in Berlin, Germany, SCIENION US, Inc. provides customers worldwide with high-quality solutions backed by deep technical expertise and a collaborative, inclusive culture. We pride ourselves on fostering an environment where every team member can grow, contribute, and make an impact.
ABOUT THE ROLE:
We are seeking a Field Service Coordinator to support our growing install base across North America. In this role, you will be a key liaison between customers, service personnel, and global teams—ensuring exceptional service delivery, strong customer relationships, and smooth coordination of technical support activities.
This position is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is committed to delivering a superior customer experience.
WHAT YOU WILL DO:
• Serve as the primary contact for customer service inquiries and support needs.
• Build positive relationships with customers and internal teams to ensure consistent, high-quality service.
• Follow established processes to generate service quotations and maintain accurate documentation.
• Monitor warranty expirations and proactively engage customers regarding service contract renewals.
• Create quotations for service visits, preventive maintenance, relocations, and emergency support.
• Triage incoming service requests, gather additional information, and provide initial troubleshooting guidance.
• Manage helpdesk tickets—resolving independently when possible or assigning to global service team members.
• Coordinate installation schedules between customers and field service personnel.
• Maintain service parts inventory and support restock/reorder activities.
• Coordinate shipments of service components and equipment.
• Prepare quarterly ticket and service summary updates for management.
• Support compliance with ISO standards, including documentation, training, and adherence to quality procedures.
• Assist with administrative tasks related to dispatching, scheduling, and service operations.
WHAT WE ARE LOOKING FOR:
• Strong customer-service mindset with tactful, empathetic, and responsive communication skills.
• Proven organizational skills, attention to detail, and the ability to manage multiple priorities.
• Experience with automated liquid handling systems, multiplex assays, or basic electromechanical/electronic/optical systems.
• Strong independence while being an effective member of a domestic and global team.
• Excellent verbal and written communication skills; proficiency with PCs and software tools (Windows, LabVIEW a plus).
• Ability to follow and support safety, environmental, and quality procedures.
• Ability to lift up to 50 lbs (with or without assistance) and work in office, lab, and event/trade-show environments as needed.
PREFERRED QUALIFICATIONS:
• 1–3 years of industry experience or customer service experience.
• Prior experience in service coordination, dispatching, or administrative support.
• AA or BS in Science or Engineering (or equivalent experience); experience in liquid handling or automation is a bonus.
• Strong problem-solving skills and comfort working under deadlines.
• Experience interacting with a diverse customer and stakeholder base.
• Ability to use common tools such as multimeters, oscilloscopes, wrenches, screwdrivers, and soldering equipment.
ADDITIONAL INFORMATION:
• Full-time role based in Woburn, MA.
• Up to 20% domestic or international travel may be required.
• Standard office environment with occasional manual labor in labs or trade show settings.