Job Description

Service Coordination Specialist

Hourly rate between 12,21 - 13.91 dependent on knowledge and experience

The Service Coordination Specialist plays a critical role in ensuring smooth operations between internal teams, service technicians, and customers. This role is responsible for coordinating service requests, scheduling, and dispatching field technicians, as well as managing customer communications to ensure timely resolution of service issues. The ideal candidate will have excellent organisational skills, strong attention to detail, and the ability to manage multiple tasks efficiently in a fast-paced environment.

Job Purpose & Objectives:

First-Line Phone Support:

Serve as the initial point of contact for customers calling with instrument-related inquiries or problems.

Provide basic troubleshooting and guidance to help customers resolve minor technical issues over the phone.

Accurately assess whether the issue requires further technical support or a field technician visit and escalate accordingly.

Document all customer interactions and troubleshooting steps in the system for future reference.

Undertake other responsibilities as necessary to assist the team and align with business needs.

Service Request Coordination:

Receive, prioritise, and manage service requests from customers or internal teams.

Assign and dispatch field service technicians based on availability, skill set, and geographic location.

Ensure timely and efficient scheduling of service appointments, taking into consideration customer needs and technician availability.

Identify and collaborate with internal teams (service, operations, sales) ways to streamline service delivery and enhance communication between departments.

Participate in team meetings to share insights, identify bottlenecks, and contribute to the continuous improvement of service operations.

Provide clear and timely communication to customers regarding the status of their service requests and ensure any delays or issues are properly communicated and resolved.

Gather and relay feedback from customers to help improve service operations.

Maintain accurate records of service requests, technician assignments, and completion status within the company's service management software or CRM system.

Generate reports on service activity, technician performance, and customer satisfaction for management review utilising Asset management tools.

Ensure proper documentation of any service-related issues, resolutions, and follow-up actions.

Knowledge and Experience:

2+ years of experience in service coordination, scheduling, or customer service role, preferably in a healthcare, technical or field service industry.

Proficient in using service management software, CRM systems, Asset Management Systems, and Microsoft Office Suite.

Strong organisational skills with the ability to manage multiple priorities and tasks simultaneously.

Excellent communication skills, both verbal and written, with a customer-focused approach.

Problem-solving abilities and a proactive attitude in addressing challenges and customer concerns.

Ability to work independently and as part of a team in a fast-paced, dynamic environment.

Key Competencies:

Strong attention to detail and accuracy Excellent time management and multitasking skills Customer-focused with a high level of professionalism Ability to work well under pressure and adapt to changing circumstances Collaborative team player with strong interpersonal skills Problem-solving mindset with the ability to think on your feet
This list is not exhaustive and subject to business needs you may be required to undertake further duties commensurate with the role.

If you are interested in applying for this role, please send your covering letter and CV outlining your skillset in line with the criteria/requirements above to Zoe Stevens, Customer Care Manager on zoe.stevens@cellpath.com

Job Type: Full-time

Expected hours: 39 per week

Benefits:

On-site parking
Work Location: In person