Service Coordinator

Job Description

Exciting Medical Devices Development company seeks an experienced Service Coordinator.About the role:The Service Coordinator is responsible to manage the servicing of instrumentation offerings, with a focus on the investigation and assessment of instrument-related faults to determine servicing and repair requirements. The successful candidate is expectedto collaborate closely with the Companys Customer Success team, support the handling of customer technical inquiries and complaints, and ensure that the Company meets and exceeds customers expectations.Duties may include:

• Supporting the Customer Success Team to troubleshoot, conduct root cause analysis and identify corrective actions for instrument-related issues. On-site visits or direct communications with customers shall be rare. Direct interactions with customers willbe managed by the Customer Success team.
• Self-management of schedule and work priorities to ensure that urgent customer requirements are addressed appropriately, and customer satisfaction is optimised.
• Maintaining regular communication with line manager, Customer Success personnel, and commercial team members for any customer matters requiring attention.
• Assisting with training of internal and external Service personnel at partner organisations (e.g. foreign distributors) .
• Working within the Companys Support and Service processes to ensure that all customer contractual and non-contractual commitments are met.
• Monitoring KPIs and working on continuously improving them (e.g. time to respond, mean time between failures, etc.).
• Working closely with R&D, analysing and reporting on failure trends; suggesting and implementing improvement measures.
• Supporting the training of selected customers and distributors with respect to advanced maintenance and service activities, as required.
• Managing the loaner instrument pool.
• Managing and maintaining spare part stock with the external service contractor.
• Managing and maintaining timely submission of documentation of all repair and support activities.
• Writing, reviewing, approving, and maintaining service manuals and documents, as required.
• Assisting in the development of instrument service documentation, in conjunction with Company specialists. Assisting in the identification and development of service tools and test equipment.
• Assisting in the training of future Customer Success Specialists regarding basic investigational and troubleshooting activities for field interventions / investigations.
• Ability to self-monitor, regulate, and manage ones own schedule.

Skills and experience:

• Electronics, Mechanical or Engineering degree (or equivalent).
• Proven service & support track record (Coordinator position is a plus).
• Experience in the IVD or medical device industry is preferred.
• Strong system-level troubleshooting skills.
• Successful candidates will demonstrate an ability to work independently and be able to successfully schedule, organise, and manage the timely completion of instrument service activities.
• Excellent communication skills, customer-focused and approachable.
• Strong interpersonal and presentation skills.
• Be eligible to work full time in the UK without restriction.

Keyskills :
Medical DevicesCustomer TrainingISO13485