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
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