Position Summary:
The Technical Service Coordinator manages all aspects of the customer experience for the Life Science, and Safety & Security businesses including training support, customer support, and service. He/she is a primary point of contact with customers to ensure that all services are delivered in a timely manner and with exceptional quality. The position reports to the Director of Service & Support and is based at the 908 Devices headquarters in Boston, MA.
Primary Responsibilities:
- Provide a high level of support to our customer base , including:
- Support of internal customers (Sales, Marketing, and R&D)
- Support of external customers (Mass Hazmat, FR, etc.)
- Support Trainers/Contractors in the field with general support, as needed
- Support and monitor open tickets to ensure proper service and follow-up is provided to close tickets in a timely manner.
- Follow through on customer support calls and RMAs, including:
- Ensure all customer support calls are logged per ISO requirements (Zendesk)
- Ensure items are shipped to customers when needed
- Communicate with customers on RMA status
- Generate QMS# and confirm RMA numbers has been created
- Coordinate directly with Operations on RMA tracking
- Generate weekly & monthly Key Performance indicators
- Manage Customer Loaner Devices, including:
- Maintain loaner devices readiness /availability
- Maintain schedule of training classes. (for unit deployment tracking)
- Maintain tracking and placement of the loaner devices
Desired Skills & Experience
- Excellent communication / interpersonal skills and professional demeanor
- Organized, productive, self-motivated professional who is comfortable with many areas of responsibility and has a solid work ethic
- Ability to solve problems creatively with minimal assistance to ensure customer needs are met quickly and effectively
- Proficiency with MS Office tools
- High school diploma required
- Advanced education highly desirable
- 5 to 7 years of similar coordination / support experience
Physical Demands & Equipment Requirements:
- Ability to lift and carry up to 50 lbs
- General office environment
- Minimal travel required