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Cytek Biosciences · 1 day ago

Instrument Coordinator and Service Sales

Bethesda, MD

Full-time

Onsite

Entry, Mid Level

2+ years exp

Cytek Biosciences is a leading cell analysis solutions company, and they are seeking an Instrument Coordinator and Service Sales professional. This role focuses on managing instrument order processes and service contracts to enhance customer retention and drive revenue growth through effective collaboration with various internal teams.

BiotechnologyHealth CareManufacturingMedical Device

Responsibilities

Oversee the full lifecycle of customer service agreements with a focus on retention and revenue growth

Act as a key point of contact for customers regarding contract inquiries, renewals, and issue resolution

Initiate outreach to customers 120–150 days before renewal expiration to discuss options, PM sales, and upsell opportunities

Prepare and deliver proposals, negotiate terms, and provide documentation in alignment with renewal timelines

Manage on-time approval and processing of instrument orders in NetSuite following approved SOPs

Lead the instrument delivery and installation pipeline by coordinating logistics, communicating with customers and internal partners, and tracking completion

Create and track instrument assets, coordinate installation readiness, and notify Applications Support to begin customer training

Collaborate with the Service department for all post-sales activities such as RMAs

Track and maintain accurate usage, location, and status of all demo units across the Americas and APAC

Coordinate the movement of demo systems among territories and internal teams based on demand and business priorities

Partner closely with Sales, Account Management, Finance, Technical Services, Logistics, and the Bethesda Sales Support team to resolve issues and improve customer experience

Participate in Sales funnel discussions and represent Commercial Operations in Sales, Operations, and Manufacturing calls

Provide backup support to Commercial Operations including sales support, client success activities, and intercompany order coordination

Manage instrument demonstration requests through SFDC case management and communicate with stakeholders on status and next steps

Assist with logistical support for instrument and consumable delivery for trade shows

Qualification

Order managementLogisticsCustomer serviceCRM systemsERP systemsMicrosoft O365English proficiencyAnalytical skillsPlanning capabilitiesOrganizational skillsIndependent workStrategic thinking