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For Companies At a Glance
- Tasks: Coordinate service success by managing CRM data and planning installations for new instruments.
- Company: Join Standard BioTools, a leader in life sciences tools enhancing global health research.
- Benefits: Enjoy remote work flexibility, a supportive culture, and opportunities for personal growth.
- Why this job: Be part of a mission-driven team making a real impact on human health.
- Qualifications: Diploma in Business Administration or related experience; strong customer service and organisational skills required.
- Other info: Fast internet and a private workspace are essential for remote work.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Service Success Manager
Would you like to join an innovative team driven by a bold vision – unleashing tools to accelerate breakthroughs in human health?
It is an extraordinary time for Standard BioTools. Our technology is empowering customers to improve life through comprehensive health insight. We invite you to join a leading provider of indispensable life sciences tools that is accelerating global research on multiple frontiers of human health.At Standard BioTools, we are building a positive culture where our people can do the best work of their careers, informed, and influenced by our core behaviors:
- Keep customers front and center in all of our work
- Be accountable and deliver on commitments
- Drive continuous improvement
- Be collaborative and work as one team: fostering communications in a learning, coaching, and helpful environment
The EMEA Service Success Manager (SSM) is a critical remote role that enables technical support and field service personnel to deliver solutions to customers. The SSM does this by performing two key roles: (i) Fulfillment responsibility to ensure that our service obligations are accurately and timely recorded in our service systems, and (ii) New Install Planning/Preparation that enables new SBI instruments in EMEA to be successfully and timely installed by our field service engineers (FSEs). The ideal candidate must have an eye for detail, structured work approach, and a go-getter personality ready to help synchronize all elements that ensure success in the SSM role.
Fulfillment Responsibilities:
- Maintain and update our field service CRM (Customer Resource Management) data by fulfilling and maintaining records, reviewing work orders, parts orders, and documentation
- When necessary, work with field engineers, order management, Field Application Scientists (FAS), sales, logistics and accounting team members to assure integrity of CRM data and service success
- Track and document orders and changes to orders to ensure proper billing at service completion
- Receive and process field service engineer work order activity, closeout documents and ensure accuracy
- Report to regional Sr. Director Service Delivery for EMEA, and Service Success managers, with updates on work order status, scheduling, documentation, and process exceptions
- Provide service administration support as required, including compiling customer activity reports, work order history reports, customer financial invoicing
- Update, populate and maintain customer service database/tracking system to maximize customer service and client satisfaction
Installation Planning/Preparation Responsibilities:
- Liaise with Service Sales and Order Management to ensure that new installations are appropriately planned for
- Ensure that materials and P/N needed for FSEs (eg: tools, test equipment, re-agents, etc) are arranged for delivery to, and retrieval from, the target customer location for the new installation
- Confirm & oversee schedule for installation activities across the EMEA region
- Liaise with regional Service management to ensure FSE availability to support and execute the installation schedule
Requirements:
- Diploma and/or certificate in Business Administration or related office experience
- Experience in dispatch within a service environment
- Strong customer service skills preferred, which includes maintaining a good and positive attitude, taking ownership of meeting customer needs, going the “extra mile” for customers, demonstrating a commitment to sharpening skills, using positive communication, and looking for opportunities to respect customers’ time and schedules.
- Excellent client-facing and internal communication skills
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions given in written, oral, diagram, or schedule form.
- Solid organizational skills, including attention to detail and multitasking skills
- Strong computer skills and knowledge of CRM systems (SFDC a bonus)
- Ability to prioritize workflow, follow-through, and work with minimal supervision
- Demonstrated ability to work in a fast-paced changing environment with quick turnaround times and tight deadlines
- For working remotely: Fast reliable unlimited internet connection and unlimited phone plan is required. A designated office or designated private work environment is also required
Key Skills
- Planning, time management and organizational skills
- Excel, GANTT charts; Powerpoint, Word
- Analytical & communication skills
- Attention to detail
- Commercial Awareness
- Strong written and oral communications
- Critical thinking and problem-solving skills
Ready to join an industry leader with a bold and ambitious mission that is enabling advancements in human health? Apply online with your resume!
Standard BioTools is an equal opportunity/affirmative action employer. We will consider all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.
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Service Success Coordinator employer: Standard BioTools
Contact Detail:
Standard BioTools Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Success Coordinator
✨Tip Number 1
Familiarise yourself with CRM systems, especially if you have experience with Salesforce (SFDC). Understanding how to navigate and manage data within these systems will be crucial for the Service Success Coordinator role.
✨Tip Number 2
Brush up on your organisational skills by practising time management techniques. The role requires juggling multiple tasks, so being able to prioritise effectively will set you apart from other candidates.
✨Tip Number 3
Demonstrate your customer service skills in your interactions. Whether it's through networking or during interviews, showing that you can maintain a positive attitude and go the extra mile for customers will resonate well with the hiring team.
✨Tip Number 4
Prepare to discuss your problem-solving abilities. Think of examples where you've successfully navigated challenges in a fast-paced environment, as this will highlight your readiness for the dynamic nature of the role.
We think you need these skills to ace Service Success Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Service Success Coordinator role. Emphasise your customer service skills, organisational abilities, and any experience with CRM systems.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific aspects of Standard BioTools' mission and values that resonate with you, and explain how your background makes you a great fit.
Highlight Relevant Skills: In your application, focus on key skills mentioned in the job description, such as planning, time management, and communication skills. Provide examples of how you've successfully used these skills in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for the Service Success Coordinator position.
How to prepare for a job interview at Standard BioTools
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Success Coordinator. Familiarise yourself with the key tasks such as maintaining CRM data, liaising with various teams, and ensuring timely installations. This will help you answer questions confidently and demonstrate your suitability for the role.
✨Showcase Your Customer Service Skills
Since this role heavily focuses on customer satisfaction, be prepared to discuss your previous experiences in customer service. Highlight specific examples where you went the extra mile to meet customer needs or resolved issues effectively. This will show that you align with the company's core behaviours.
✨Demonstrate Organisational Skills
The job requires strong organisational skills and attention to detail. Be ready to share how you manage multiple tasks and prioritise your workload. You could mention tools or methods you use to stay organised, such as GANTT charts or CRM systems, which are relevant to the position.
✨Prepare Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions about the company culture, team dynamics, or specific challenges the Service Success Manager faces. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
