[ref. x27003802] North America Service Coordinator

About Our Client

You will work closely with field service engineers, customers, and internal teams to maintain seamless service delivery, resolve escalations, and improve service processes.

Job Description

The key responsibilities of the North American Service Coordinator Supervisor will be:

• Lead, mentor, and supervise the North American 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.

MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

The Successful Applicant

The successful North American Service Coordinator Supervisor will have the following:

• 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.

If interested, please apply using the link below. Qualified Applicants will be contacted within 24-48 hours of submittal.

What's on Offer

My client can offer the following for the North American Service Coordinator Supervisor:

• Competitive Base Salary
• Bonus Potential
• 401k Matching
• Flexible Work from Home Schedule
• Excellent Benefits
• Growth Opportunities within the Organisation