Service Coordinator

Job Summary

Administrative, daily support and process support to the Technical Service & Operations Director Benelux and the Benelux Service Team.

This is primarily a role to support a team of Field Service Engineers in delivering reactive and pro-active customer support for all Business Units, with the dual aim of delivering the best possible customer support whilst preventing unnecessary on-site Service.

The Service Coordinator will work in conjunction with the team and the Technical Service & Operations Director to design, implement, monitor and develop processes and systems of work to direct and optimise the performance of the Service team.

Key Accountabilities

Customer Support and Service Management: Be the first point of contact for the Service Helpdesk and be responsible for providing first-level contact and support for customers, addressing their service needs, and resolving their problems. This includes scheduling and optimizing service visits, managing service requests, and ensuring timely resolution of issues.

Technical Support Coordination: Although the Service Coordinator does not solve technical issues, the role is accountable for liaising between customers and technical support teams, ensuring that technical queries are addressed promptly and accurately. Coordinate and distribute service tasks to the Field Service Engineers.

Service Contracts and Agreements: Oversee service contracts to ensure that all terms are met and that services are provided according to agreed standards. This includes monitoring contract renewals and ensuring compliance with service level agreements (SLAs). Oversee invoicing of service interventions and spareparts.

Logistics and Supply Chain Coordination: This involves working closely together with the responsible for the warehouse and coordinating the dispatch and delivery of replacement parts, reagents, and other supplies necessary for the maintenance and repair of diagnostic equipment. This in a proactive, timely and costly manner.

Quality Assurance and Compliance: Follow up that all service activities comply with industry standards, quality guidelines, and regulatory requirements is a critical accountability. Being involved and taking ownership in documenting service procedures, incidents and complaint reporting to ensure compliance and continuous improvement.

Training and Education: Responsible for the demoroom. The first point of contact for organizing training sessions for clients on the proper use and maintenance of equipment.

Technical Training and Onboarding for New Staff: Oversees the technical training and onboarding of new service department staff. This includes developing training schedules, coordinating with technical experts to deliver training sessions, give technical training if trained and certified to do so. Assess the effectiveness of the training programs, monitor the progress of new staff, and provide additional support or resources as needed to ensure that they become proficient and effective members of the service team. Updates and maintaines, in close collaboration with marketing, training materials to reflect the latest product information and service techniques.

Cross-functional Collaboration: Work closely with other departments, such as Sales, Application and Digital Solutions, to improve product serviceability, address customer needs, make sure the installed base is up to date and contribute to product improvement and innovation.

Budget Management: Being involved in managing budgets related to service operations, including costs related to spare parts, travel, and labor. Ensure services are provided efficiently and within budget constraints, taking into account quality control.

Invoicing and Financial Management for Non-Contractual Service Interventions: Accountable for accurately and promptly generating invoices for service interventions that fall outside the scope of standard contracts. This involves verifying service details, ensuring correct pricing, and coordinating with the finance and customer service department to issue invoices. Maintain comprehensive records of all out-of-contract service activities. Responsible for communicating with customers regarding the terms of payment, clarifying any charges, and providing detailed breakdowns of the services rendered to ensure transparency and customer satisfaction.

Networking/Key relationships

• Close collaboration with the team of Field Service Engineers
• Cooperation required with Supply Chain responsible, Customer Service Team, Application Specialists and Digital Solutions Team
• Good communication and strong relationships with Technical Service & Operations Director Benelux, all Management staff and especialy the QA/RA Team
• Networking with peers within the Werfen group internationally

Minimum Knowledge & Experience required for the position:

Masters level degree and experience in a related field. Employment history post education of at least 5 years and including prior leadership experience.

• Demonstrated leadership and vision in managing major projects or initiatives
• A good team working background in a customer focused role
• Understanding of or experience working with In-Vitro Diagnostics equipment
• Prior experience of developing and auditing procedures and producing formal reports

Skills & Capabilities:

• Outstanding communication skills, both spoken and written
• Excellent interpersonal skills and a collaborative style of working
• A demonstrated commitment to high professional ethical standards
• Ability to challenge and debate issues of importance to the organisation
• Positive and persuasive – able to engage others
• Strategic, logical and analytical mind-set
• Customer focused with a positive and helpful attitude
• Good IT skills and proficiency in all systems in use by Werfen
• Ability to work effectively under pressure
• Efficient planning and organisation capability

Travel requirements:

Rare but as required throughout the Benelux for Customer based activity and meetings.

Individual Contributor Core Competencies:

Managing Work
Effectively managing one’s time and resources to ensure that work is completed efficiently.

Emotional Intelligence Essentials
Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results.

Building Partnerships
Developing and leveraging relationships within and across work groups, including cross-functional groups, to achieve results.

Decision Making
Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.

Continuous Improvement
Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas and implementing solutions.

Continuous Learning
Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through  their application.