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Service Delivery Coordinator - Massachusetts

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Ref: 573 Date Posted: Tuesday 22 Jun 2021
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Peak Scientific is a global leader in gas generation for analytical laboratories, operating worldwide with sales in over 120 countries and offices in every continent.  Peak Inc. is the rapidly expanding North American arm of Peak Scientific, with its main US office located in Billerica, Massachusetts.

You would be joining a North American team of around 70, including dedicated sales and field service engineer teams covering the whole of mainland US and key territories in Canada.  We are a challenging, dynamic and energized environment, with unlimited opportunities for personal and professional growth. This position is based in our offices in Billerica, MA and will work onsite during regular office hours. COVID-19 safety protocols are in place in our office to ensure employee wellbeing.

As Service Delivery Coordinator you will be responsible for scheduling the large network of Field Service Engineers (FSE) on planned maintenance visits and breakdown call outs across North America. This role also supports Preventative Maintenance (PM) kit ordering and review, processes sales orders, reviews reports, updates spreadsheets, and confirms that all product arrives as scheduled.

Other key responsibilities include:

  • Provide a high degree of service to both external and internal customers via telephone and email
  • Assist in the smooth running of the service delivery function
  • Liaise with field service teams across North America to ensures resources are managed effectively
  • Dispatch preventative maintenance (PM) kits to appropriate end user locations
  • Update customer database to reflect contacts and communications regarding scheduling PM visits, and the status of any performed visits
  • Use SAP to utilize ticket assignments to FSEs
  • Strive to enhance and develop processes to ensure continual improvement and optimum customer satisfaction

Resilient and effective in the face of pressure, you also have:

  • Fantastic organizational skills and attention to detail with the ability to manage a varied workload
  • Strong communication and interpersonal skills
  • Familiarity with Excel for analyzing and manipulating numerical data
  • You are open-minded, driven, and quick to learn
  • Capable of mapping out locations to create efficient travel schedules
  • Experience with SAP, CoreSuite, or other scheduling program a plus

We recruit individuals who fit our culture and values. The atmosphere is fun, friendly but with a high degree of professionalism and a non- corporate feel.  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, please 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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