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Service Coordinator - Billerica - Massachusetts

Ref: 814 Date Posted: Monday 06 Mar 2023

An exciting opportunity has arisen for a talented Service Coordinator to join our Service division, based in Billerica, MA. 

Peak Scientific Inc. is the rapidly expanding North American arm of Peak Scientific, with its main US office located in Billerica, Massachusetts, and plans for further significant growth over the next few years. You would be joining a North American team of around 70 staff, including dedicated sales and field service engineer teams covering the whole of mainland US and key territories in Canada.

The Service Coordinator will be responsible for providing a high level of customer service to external customers and the large network of internal Field Service Engineers (FSE). This role will schedule preventative maintenance visits and service calls across North America and ensure resources are managed effectively.

Your main job duties and responsibilities will include:

  • Coordinate Preventative Maintenance (PM) and service visits appointments between customers and FSEs.
  • Schedule all PM visits to meet monthly service requirement, with consideration FSE location, travel, and efficiency.
  • Reach out to customers to confirm planned activities and jobs dates and customer information on file while providing world class customer service.
  • Create service call assignments and schedule using SAP CRM and CoreSuite Scheduler.
  • Ensure preventative maintenance (PM) kits have been dispatched to appropriate end user locations ahead of scheduled appointment.
  • Update database to reflect contacts and communications regarding all scheduling visits, and the status of any performed visits.
  • Strive to enhance and develop processes to ensure continual improvement and optimum customer satisfaction.
  • Assist in the smooth running of the service delivery function.
  • Work to agreed targets for efficiency and productivity from service metrics.
  • Liaise with field service teams across North America to help manage workloads effectively.
  • Research travel for engineers where required.
  • Analyse and report on key service metrics.
  • Reprioritize schedule to meet response time KPIs, including but not limited to shifting appointments and notifying Field Service Engineers (FSEs) of changes.

Key Skills and Qualifications:

  • Fantastic organizational skills and attention to detail with the ability to manage a varied workload.
  • The ability to multi-task with good time management skills, prioritize and plan.
  • Analyzing and manipulating numerical data with the ability to report information in a concise manner.
  • Microsoft office
  • Strong all-round communication and interpersonal skills at all levels

Peak Scientific is a global leader in developing innovative gas generation solutions for analytical laboratories in a wide variety of industries including life sciences, biomedical, pharma, petrochemical and environmental. After over 20 years of sustained growth, Peak is well established as a dominant player in laboratory gas generation - a market which is estimated to be worth over £250m globally, and still growing. This success is a result of a continual focus on manufacturing cutting-edge products and in directly supporting customers across the world with industry-leading service and maintenance. With over 20 overseas offices across every continent and over 600 staff globally, Peak is one of Scotland’s manufacturing success stories of the past decade.

The company is offering a competitive package and opportunities to develop within an expanding international company. We respect our colleagues, customers and suppliers and we offer freedom to act, to challenge the status quo but to also take responsibility. If you have what it takes to be part of Peak, click APPLY!

Peak Scientific is an equal opportunity employer and values diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification.

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