North America Service Coordinator
4 weeks ago
Our client is seeking an experienced North America Service Coordinator Supervisor to lead their service coordination team, ensuring seamless service delivery across North America.
Key Responsibilities:- Lead, mentor, and supervise the North America Service Coordination team, ensuring high performance and accountability.
- Oversee the coordination and scheduling of service activities, including installations, calibrations, preventative maintenance, and repairs for Advanced Instruments products across North America.
- Manage the daily operations of service coordination, ensuring that all customer requests are handled efficiently, and service level agreements (SLAs) are met.
- Collaborate with the service coordination team to prioritize service requests, resolve scheduling conflicts, and ensure that service engineers are optimally allocated to meet customer needs.
- Handle escalated service issues, working closely with field service engineers and technical support teams to ensure prompt resolution and customer satisfaction.
- Monitor and analyze key performance metrics related to service delivery, including response times, completion rates, and customer feedback, and identify areas for improvement.
- Develop and implement best practices, standard operating procedures, and training programs for the service coordination team to enhance productivity and service quality.
- Foster a customer-focused culture within the team, ensuring timely and accurate communication with customers regarding service schedules, delays, and progress updates.
- Work closely with the sales, engineering, and technical support teams to ensure alignment on service-related activities and facilitate a seamless customer experience.
- Prepare regular reports for senior management on service performance, customer satisfaction, and team productivity.
- Assist in managing the coordination of parts and tools required for field service activities, ensuring that engineers have everything they need to complete service tasks.
- Lead initiatives to improve service workflows, including the use of technology to automate and streamline coordination efforts.
- Bachelor's degree in business administration, operations management, or a related field, or equivalent experience.
- 5+ years of experience in service coordination, scheduling, or operations management, with at least 2 years in a supervisory role.
- Proven experience leading a team in a fast-paced service or technical environment.
- Excellent leadership and communication skills, with the ability to motivate and develop a team.
- Strong organizational and problem-solving abilities, with a focus on delivering results and driving continuous improvement.
- Proficiency with CRM systems, service management software, and Microsoft Office Suite.
- Ability to manage multiple priorities, work under pressure, and adapt to changing demands.
- Familiarity with the biotechnology, pharmaceutical, or scientific instrumentation industries is a plus.
- Competitive Base Salary
- Bonus Potential
- 401k Matching
- Flexible Work from Home Schedule
- Excellent Benefits
- Growth Opportunities within the Organisation
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