Technical Service Coordinator

Technical Service Coordinator

Full/Part Time: Full Time

Hours: 37.5, 5 days a week (Monday – Friday 09:00 – 17:30 / 1 hour lunch break)

Customer Facing: Yes

Location: Office Based

Job Summary

The Technical Service Coordinator will provide support for managed service contracts and core accounts across a range of laboratory and scientific instruments. The main focus of this role is delivering timely and professional customer service to clients who contact the Customer Support Centre for technical and product enquiries. This includes accurately recording equipment faults in the MS Dynamics CRM system, managing service requests, and ensuring agreed response targets are met.

The role also involves monitoring service providers to ensure Key Performance Indicators (KPIs) are met, and taking escalation actions where necessary to meet contractual obligations. You will assist with collecting and reporting service data for account managers and maintain high standards of instrument uptime through effective coordination with partner suppliers.

As part of the technical service administration team, you will be responsible for supporting both customer and field service operations.

Key Responsibilities

Customer Support

Handle inbound customer calls on dedicated service hotlines

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Manage email enquiries

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Log faults accurately within MS Dynamics CRM for customer and partner equipment

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Schedule activities including:

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Emergency call outs

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Routine maintenance visits

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Urgent corrective actions

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Work closely with field service engineers to meet customer requirements

Reporting

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Collate data and update cases in MS Dynamics CRM for partner equipment

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Produce reports for account managers

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Monitor partner equipment maintenance and coordinate with customers

Administration

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Escalate customer issues when needed

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Update CRM records for newly installed equipment

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Manage inventory as required

Business Relationship Management

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Develop and maintain strong relationships with business partners

Personal Training

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Complete all required company training

Regulatory Affairs

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Report regulatory issues to the Customer Support Centre Manager

Health & Safety (H&S)

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Attend all required H&S training

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Adhere to company environmental rules and regulations

Qualifications and Experience Requirements

Essential Requirements

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Strong skills in Microsoft Dynamics and Microsoft Office Suite

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Minimum 2 years’ experience in a customer service or scheduling environment

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Experience working towards KPI targets

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Excellent communication skills in English

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Experience handling escalations to multiple stakeholders

Desirable Requirements

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Experience in diagnostics, laboratory, or technical service environments

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KPI report writing experience for customer accounts

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Commercially aware and proactive

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Experience working with managed service contracts