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Service Coordinator

Company: Trajan Scientific and Medical
Location: Morrisville
Posted on: February 25, 2021

Job Description:

Trajan Scientific Americas is an Australian owned company with a global workforce in Australia, the Americas, Europe and Asia. With a strong presence in the US for more than 30 years, we have operations in Texas, North Carolina, California and Connecticut. Trajan's vision is to provide integrated scientific measurement devices to enrich the wellbeing of communities through science. Trajan North Carolina, is seeking a Service Coordinator to be the primary point of contact for Service customers and is responsible for working with the Trajan field team to provide timely and accurate service through proactive management of the service calendar. This role also serves as support for sales customers as needed and together with the Sales Coordinator, forms the Trajan Automation Customer Service Team. The role is responsible for supporting the service and sales activities throughout our customer base in North America, to ensure service requests are managed according to agreed procedures, to coordinate the service team by managing schedules and communicating pertinent information to responsible roles as well ensuring all required documentation is generated and managed to completion. Main Responsibilities:Sales-- Generation of Service revenue growth through strengthening and developing relationships with Automation user base including new system installations as well as current customers.-- Works to broaden the scope of Trajan products used by customers with a focus on selling service contracts and consumables.Service Activity-- Supporting territory representatives through identification and pro-active implementation of opportunities to expand and enhance service within each region, including lab "connection" through older legacy systems -- Proactive management of cost for the efficient and effective completion of service work for customers. Includes direct cost consideration, geographic grouping, planning in advance to ensure lowest travel costs for service Representatives-- Coordinate the field service team by managing schedules, generating and filing documents (such as quotations, invoices, and packing slips) and effective communication to field engineers.Documentation-- Creates and maintains support documentation.-- Ensure accuracy and effectiveness of all documents-- Collect and utilize data to develop reports related to service activities-- Handle the processing of all service orders with accuracy and timeliness-- Service and Support contract reviewCustomer service-- First line of support for all client inquiries regarding service availability, responding quickly and efficiently to customer inquiries.-- Ensures that service requests are handled according to standard procedures and works with key team members to improve and enhance these procedures.-- Provides structured follow-up review of customer satisfaction after service or install-- Support a culture of high quality customer service in the organization-- Develop a broad understanding of Trajan's service capabilities and demonstrate an ability to convey those to the customer in an effective manner.-- Co-operate across work areas to improve outcomes for customers-- Fulfillment of customer small parts and consumable orders-- Cross-over backup for Sales CoordinatorExperience Required:-- A Bachelor's degree in Science or Engineering -- At least 2 years of experience in service scheduling and coordination in a technical setting-- Preference for individuals who have experience in capital equipment sales and service-- Good computer skills (MS Office) including Intermediate Excel skills-- Working knowledge of ERP systems helpful-- Well-organized and responsible with an aptitude in problem-solving-- Project Management experience preferred-- Excellent verbal and written communication skills-- A team player with a high level of dedicationWhat we offer:-- Competitive compensation-- Generous Health benefits-- Generous Paid Time Off-- 401k Match-- Paid HolidaysWith over 25 years of experience, LEAP Technologies, now Trajan Automation and part of the Trajan Scientific and Medical Group, generates complete automated sample-centric workflow solutions. We are the ideal partner for analytical, life science or diagnostic laboratory automation needs.Trajan Scientific and Medical is a global organization committed to developing and commercializing technologies that enable analytical systems to be more selective, sensitive and specific for biological, environmental and food related measures.--Trajan's vision is to enrich the wellbeing of a growing number of communities by having an impact on human health.Trajan is an Equal Opportunity Employer encouraging flexibility and fostering an environment that celebrates diversity.

Keywords: Trajan Scientific and Medical, Cary , Service Coordinator, Other , Morrisville, North Carolina

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