Job Description


Service Support Coordinator


Job Requirements/Description
Avantor, a Fortune 500 company, is a leading global provider of mission-critical products and services to customers in the biopharma, healthcare, education & government, and advanced technologies & applied materials industries. Our portfolio is used in virtually every stage of the most important research, development and production activities in the industries we serve. To reinforce our Customer Service at MESM (Avantor Clinical Services), we are currently looking for a Service Support Coordinator on a 9-12 month maternity cover basis. At MESM we provide a global service tailored to our customer’s individual needs whereby we will source medical equipment for their study and offer options for hire and purchase. In addition, we will manage and monitor the equipment through full life cycle management. As a Service Support Coordinator you will offer first line support to our customers in case they have technical issues, seeing them through to resolution by offering excellent customer service and resolutions. Working hours: Monday-Friday office hours What you'll do on a typical day: * You will be responsible for the co-ordination of customer & internal requests for calibration documentation & technical support, working within the service pillar to provide the requested documents to the customer in a timely manner * Provide a triage service to identify and where possible resolve product or service problems. You will clarify the customer's request/issue and seek to determine the cause of the problem; selecting and explaining the best solution to solve the problem; expediting repair or replacement and following up to ensure resolution. * You will provide product related support both internally and externally, ensuring that customer product complaints are fully investigated, documented through case management and escalated as required to close cases in an efficient and effective manner. * Work closely with the technical and operational staff to provide high standards of service delivery. What you'll need to succeed at Avantor: * Demonstrable experience of achieving success in the customer service or hospitality industry * Confidence when speaking to customers both over the phone and on video calls * Strong organisational and accuracy skills. * Excellent professional communication skills – written and oral * You are able to work with MS Office. * You have efficient administration skills with the ability to maintain records in a timely and accurate manner. It would also be an advantage if you: * have worked within the healthcare/pharmaceutical sector * have played a pro-active role in a project team before * have experience in using ERP systems * have a science related degree * are fluent in a second or third language What we offer: Along with a competitive salary between £20,000-£24,000, we also offer a competitive bonus and other incentives such as flexible working. You will benefit from the opportunity to join a leading business that offers fantastic opportunities for progression and on-going development
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