At a Glance
- Tasks: Be the go-to person for customer support, managing service requests and ensuring smooth communication.
- Company: Join METTLER TOLEDO, a leader in advanced X-ray inspection systems.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Other info: Work in a dynamic office setting with a focus on teamwork and innovation.
- Why this job: Make a real difference by helping customers and improving product quality.
- Qualifications: Strong communication skills and a passion for customer care are essential.
The predicted salary is between 27000 - 33000 £ per year.
Overview
Are you passionate about customer care and technical coordination?
As our Customer Support Specialist, you'll be the trusted link between international customers and our engineering teams for METTLER TOLEDO Safeline X ray equipment.
You'll own the entire internal communication lifecycle for inbound service requests-providing clear updates, precise routing, and confident expectation setting-while managing bills of materials, parts logistics, and specialist engineer deployments to deliver seamless service resolutions.
This is an office based role, in our Service department at the X ray Division in Royston.
Here, we focus on designing and building advanced X ray inspection systems used in food, beverage and pharmaceutical industries to help detect contaminants and ensure product quality.
Responsibilities
- Serve as the primary, calm and professional contact for customers reporting faults or service requests across all channels, managing expectations from first report through to resolution.
- Communicate empathetically and clearly with timely, proactive status updates and follow up to restore confidence and ensure satisfactory closure.
- Maintain and operate an organised escalation path for complex, urgent, or high profile customer incidents.
- Maintain and update BOMs, parts lists and service kits for Safeline X ray (SLXR) equipment, and issue parts requests while coordinating dispatch and logistics with internal supply chain and depot teams.
- Provide first line diagnostic triage to field engineers and customers-collecting key symptoms, error codes and relevant media-and route issues to the right specialists without performing detailed root cause analysis.
- Capture customer feedback and provide clear summaries to internal stakeholders to drive improvements in product performance, documentation, and service delivery.
- Suggest workflow and communication improvements that enhance customer satisfaction and team efficiency.
- Collaborate closely with field service teams, supply chain, product quality, and engineering to ensure coordinated and effective customer responses.
- Promote a customer first mindset across all support touchpoints and represent the customer perspective in internal forums.
Customer Support Coordinator in Royston employer: Mettler Toledo AG
METTLER TOLEDO is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where innovation and collaboration thrive. With a strong focus on strategic direction and customer success, employees are empowered to make impactful contributions while enjoying competitive benefits and a supportive environment in the UK and Ireland. Join us to be part of a global organisation that values your expertise and fosters meaningful career advancement.
