About this role
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 andto 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 querires 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.