Biotage · 1 month ago
Service Operations Coordinator
Charlotte, NC
Contract
Hybrid
Mid Level
3+ years expBiotage is a global supplier and solutions partner in drug discovery and analytical testing. The Service Operations Coordinator is responsible for providing logistical and administrative support to ensure the efficiency of service operations, including managing work orders, coordinating installations, and enhancing customer satisfaction.
AnalyticsBiotechnologyHealth CarePharmaceutical
Responsibilities
Oversee the work order closure process, including accurate and timely creation of Sales Orders (SO) and invoicing of customers
Manage all installation activities, including creation and tracking of installation work orders, overseeing installation schedules, confirming site preparedness, and coordinating post-installation activities
Review and ensure completeness of Field Service Engineer (FSE) reports to initiate invoicing and spare parts replenishment in ERP and ServiceMax systems
Act as a point of contact for individual customer support cases via phone and email, providing updates and escalating issues when necessary
Coordinate service parts for field service work, utilizing Charlotte Service Stock (CSS) or expediting stock-out items through the Supply Organization
Manage trunk stock replenishment to maintain adequate inventory levels for Field Service Engineers
Maintain and update the service line items in the Biotage Americas backlog report to ensure accuracy and timeliness
Represent the Service department during backlog meetings, expediting parts and resolving delays as needed
Create and maintain clear, accurate records of service activities, parts transactions, and customer communications
Collaborate with Field Service Engineers, Sales Representatives, and Applications Specialists to coordinate service activities and share relevant updates
Manage data entry for service contracts and maintain an accurate installed base database
Professionally represent Biotage in all communications to uphold a customer-focused approach and company reputation
Perform additional tasks as assigned by Service Management to support departmental and organizational goals
Qualification
Required
Exceptional attention to detail, ensuring accurate data entry and process adherence to exceed internal and external customer expectations
Strong organizational and multitasking skills to manage competing priorities and maintain a seamless workflow in a fast-paced environment
Clear and professional verbal and written communication skills, with the ability to effectively engage with customers, team members, and vendors
Proficiency in interpreting and managing business and operational documents, such as service reports, invoices, work orders, and system-generated workflows
Demonstrated ability to collect, organize, and analyze data to identify patterns, troubleshoot issues, and implement solutions that support service operations
Collaborative mindset with the ability to work independently while supporting cross-functional teams to meet business objectives
Advanced computer literacy, particularly in Microsoft Office Suite (Excel, Outlook, Teams), with proficiency in database and ERP systems
Strong problem-solving skills with the ability to address customer concerns, manage service logistics, and ensure timely resolution of service activities
Proven ability to prioritize tasks, streamline workflows, and maintain high levels of accuracy and efficiency in all aspects of the role
Three or more years of related experience and/or training
Preferred
Associates degree or equivalent preferred
Experience with Salesforce, ServiceMax, CRM, ERP systems, Dynamics 365, or other service reporting systems is a plus
Benefits
Health, dental, and vision insurance
401k program w/ company match
Paid parental leave
More
Company
Biotage
Biotage is a global life science technologies company.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2025-06-25Acquired
Leadership Team
Morgan Stamp
Senior Human Resources Business Partner
Recent News
Company data provided by crunchbase