Service Coordinator I

Introduction

Werfen

Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.

Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Overview

Job Summary

Reporting to the Service Coordination Supervisor, the Service Coordinator is primarily responsible for providing the highest quality of customer service by coordinating the daily activities of the field service engineering staff. This role acts as a primary liaison between customers, field service engineers, management, and internal departments such as shipping, technical support, finance/billing, and quality. The ServiceCoordinator creates and manages service records, schedules engineers for preventive and corrective maintenance events, supports quoting and Time & Materials (T&M) billing, processes parts and returns orders, and maintains instrument master data. This position directly supports instrument uptime and customer satisfaction by keeping field service operations running smoothly and efficiently.

• Keeps field service engineers productively deployed and customer instruments serviced quickly, directly supporting uptime, customer satisfaction, and service revenue.
• Serves as the central coordination point between field service engineers and the rest of the organization, ensuring accurate records, timely escalation, and seamless service delivery.
• Coordinates the periodic calibration of field service tools, including forecasting, internal and external providers, tool acquisition, records, and limited shipping and receiving activities.

Responsibilities

Key Accountabilities

Key deliverables and ongoing responsibilities:

• Creates and manages service records (and child records), inputs required data, assigns field service engineers, and closes service calls and complaint records in the service management system.
• Supports quoting and Time & Materials (T&M) billing by capturing and validating labor, travel, and parts data in line with contracts and billing policies.
• Places all parts and returns orders for Field Service Engineers; creates, maintains, and closes service and sales orders, and manages installations, contracts, inventory, periodic maintenance, and Return Goods Authorizations (RGAs) in the ERP system.
• Coordinates resolution of instrument service requests, including scheduling engineering staff for preventive (PM) and corrective (CM) maintenance events, and escalating service issues to the responsible manager.
• Periodically reviews the list of open service calls to ensure timely follow-up and closure.
• Files instrument-related paperwork from applicable internal personnel and ensures accurate and timely initiation of service billings and credits.
• Maintains the instrument master data and install base, including updating new accounts, field service engineer assignments, and PM and upgrade completions.
• Coordinates moves and relocations of instruments in conjunction with Field Service managers and field staff.
• Resolves customer issues pertaining to credits/claims on service reports; researches and determines appropriate action, escalating unresolved issues to the Field Service Coordination Supervisor as needed.
• Contributes accurate, timely data to operational reporting (service, billing, backlog, and KPI metrics), and supports continuous improvement of Field Service operations.
• Develops and maintains the periodic tool-calibration forecast and schedule using engineer assignments, tool inventory, calibration intervals, and due dates; monitors completion and escalates risks that could affect tool availability or compliance.
• Coordinates tools calibrated by internal providers and tools sent to external calibration vendors, including service requests, shipment and receipt, status follow-up, and timely return to field service engineers.
• Maintains accurate tool inventory and calibration records, including asset or serial number, assigned engineer, location, calibration status, due date, and supporting certificates; ensures tools are identified and labeled in accordance with applicable procedures.
• Coordinates the acquisition, receipt, assignment, and deployment of new or replacement tools in collaboration with Field Service management, Procurement, and other internal partners.
• Performs limited basic warehousing and shipping activities associated with the tool-calibration program, including receiving, unboxing, inspecting for visible damage, labeling, packing or repacking, staging, and preparing tools and supplies for shipment.
• Tracks calibration completion and overdue items, provides status reports, and escalates delays or tool availability issues to the supervisor.

Networking/Key relationships

This role typically interacts with the following internal and external groups:

• Field Service Engineers (FSEs) and Field Service management
• Service Area Managers, on workload planning and escalation
• Customers, to schedule and coordinate service visits, when required
• Technical Support and Applications teams
• Finance & Billing Teams, on invoicing, credits, and billing corrections
• Quality & Regulatory Teams, on returns, repairs, and compliance-related topics
• Logistics, Warehousing & Depot Operations, for parts availability, shipments, and returns
• Customer Service & Commercial Teams, on customer expectations and issue resolution
• Field Service Coordination Supervisor, for escalation of unresolved service, billing, or logistics issues
• Internal calibration providers and external vendors, for scheduling, status follow-up, certificates, and issue resolution
• Procurement and Logistics teams, for new or replacement tool purchases, receiving, shipments, and returns
• Field Service management and Quality teams, for tool availability, calibration records, and escalation of exceptions

Qualifications

Minimum Knowledge & Experience required for the position:

Education: High school diploma or GED required; Associate or Bachelor’s degree in Business or a related field preferred, or equivalent combination of education and experience.

Experience: Minimum 1 year of experience in a customer service, dispatch, or field service support environment.

Additional Skills/Knowledge:

• Proficiency with Microsoft Office (including Excel) required
• Working knowledge of an ERP system (SAP preferred), including service orders, sales orders, and billing processes, is a plus
• General understanding of service contracts desired
• Language: Fluency in English required

Tool Calibration

• Experience coordinating calibration, asset management, inventory, or shipping and receiving in a service or regulated environment is preferred
• Familiarity with calibration schedules, asset identification, certificates, record control, and due date tracking is preferred
• Basic knowledge of packing, labeling, shipping, receiving, and inventory handling is preferred
• Familiarity with ERP purchasing and inventory transactions is a plus

Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.

Skills & Capabilities:

The ideal candidate will exhibit the following skills and capabilities:

• Ability to work in a fast-paced environment; able to prioritize and multi-task across multiple field engineers and open service calls
• Strong written and oral communication skills
• Strong attention to detail; detail-oriented
• Strong problem-solving skills; able to make sound decisions under time pressure
• Strong customer service and interpersonal skills; ability to build relationships and cooperate with internal and external customers
• Disciplined team player who can quickly learn and follow written specifications and Standard Operating Procedures (SOPs)
• Practices proper telephone technique and email etiquette; maintains a professional image
• Interacts cooperatively with co-workers and receives direction well from supervisors and managers
• Ability to maintain calibration forecasts, coordinate due dates, and anticipate tool replacement needs
• Ability to maintain accurate, complete, and traceable tool and calibration records
• Ability to follow up with internal providers and external vendors and escalate delays promptly
• Ability and willingness to perform basic receiving, unboxing, labeling, packing, and tool-handling tasks safely and accurately

Travel requirements:

Approximately 5% of time. Must be available to work irregular hours (on-call) as necessary to meet customer and department requirements, based on assigned geographical territory.

The hourly range for this role is currently $26.00/hr to $32.00/hr. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.

This role is eligible for medical, dental, and vision insurance, 401k plan retirement benefits with an employer match, as well as paid vacation and sick leave. Our sales roles are eligible for participation in a commission plan and our management, and select professional roles, are eligible for a performance-based bonus.

Closing

If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact [email protected] for assistance.

We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team.

www.werfen.com