Service Operations Coordinator

About the role

The Service Operations Coordinator owns the detailed operational coordination needed to move customer orders, replacement parts and returns through the US operation accurately and on time. The role provides hands-on support to Operations, Service, Field Service Engineers, warehouses, customers and Finance, while maintaining reliable records and improving the consistency of day-to-day processes.

Key Responsibilities:

• Process customer, internal and replacement-part orders in Sage 200, the CRM and relevant warehouse portals, ensuring approvals and required information are complete.
• Coordinate order fulfilment, picking, packing and dispatch with Operations, warehouse teams, Field Service Engineers and customers.
• Track order progress against agreed KPIs and deadlines, communicate status clearly and escalate risks, delays or incomplete information.
• Act as the principal contact for US replacement-part requests and follow each request through to shipment and closure.
• Manage US spares returns to Dallas and Chicago, including follow-up with Field Service Engineers, shipping labels, RMA numbers, portal updates and dashboard records.
• Process materials received into the Dallas and Chicago warehouses and maintain accurate records of stock, returns and outstanding shipments.
• Coordinate stock transfers, trunk-stock changes and ad hoc parts-collection requests, including FSE trunk stock and amnesty parts.
• End to end management of returns process, identify recurring issues in the returns and spares processes and recommend practical workflow improvements to the Operations leadership.
• R&D support for spares processing.
• Arrange domestic freight, temporary storage and shipment of systems or parts that are not routine spares requests.
• Respond to shipment, customs and import queries and coordinate resolution with carriers, customers, Operations and Service.
• Act as a coordination point between Field Service Engineers and internal teams for logistics, parts, schedules and open actions.
• Monitor operationally relevant service cases and ensure actions, delays and follow-ups remain visible to the appropriate teams.
• Support adherence to RMA, shipping, receiving and documentation requirements.
• Process time and materials purchase orders for customers without an existing contract, including cases where parts have already been supplied or remain outstanding.
• Maintain the T&M log and provide Finance with the records needed to capture revenue and invoice customers accurately.
• Liaise with Finance on missing order information, billing support and operational documentation; debt collection remains with Finance unless otherwise agreed.
• Maintain accurate order, shipment, stock, returns and customer records across Sage 200, CRM, warehouse tools and approved spreadsheets.
• Prepare routine operational updates and highlight overdue actions, recurring delays, data-quality issues and risks to delivery.
• Support onboarding, training and coverage arrangements for US Operations support staff and document core procedures for continuity.
• Work with the wider teams on standardisation, automation and cross-functional improvement initiatives affecting US Operations.
• Processing Installation Feedback forms and providing analysis for wider teams to improve processes.
• Update CRM to reflect accurate system utility data post site visit from FSE.
• Monthly Reporting responsibilities: KPI's, Customer feedback forms, Complaint trends, OTD, Cycle times, Response time SLA, Return rate, Open tickets & process improvement initiatives targets, Sage open orders, Cost of Poor Quality reporting (CoPQ)

Essential Skills & Experience

• Experience in Operations Administration, Service Operations, order management, logistics, parts coordination or a related role.
• Experience using Sage 200, ERP, CRM, warehouse or order-processing systems; Salesforce or similar CRM experience is desirable.
• Strong organisation and attention to detail, with the ability to manage multiple orders, shipments and deadlines simultaneously.
• Confident written and verbal communication with internal teams, customers, Field Service Engineers and logistics providers.
• Proficiency in Microsoft Excel and the ability to maintain accurate logs, trackers and reports.
• Ability to work independently, identify issues early and escalate appropriately in a fast-paced environment.
• Technical service, medical-device, healthcare technology or manufacturing experience.
• Experience with parts returns, RMA processes, domestic freight, customs or distributed warehouse operations.
• Experience supporting process improvement, standard operating procedures or continuous improvement projects.