At a Glance
- Tasks: Be the go-to person for customer service and technical coordination.
- Company: Join METTLER TOLEDO, a leader in advanced X-ray inspection systems.
- Benefits: Enjoy a supportive work environment with opportunities for growth.
- Other info: Office-based role in Royston with a focus on teamwork and innovation.
- Why this job: Make a real difference by ensuring product quality and customer satisfaction.
- Qualifications: Strong communication skills and a passion for customer care.
The predicted salary is between 30000 - 40000 £ per year.
Are you passionate about customer care and technical coordination?
As our Service Support Coordinator, 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, at our 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.
- What You’ll Do
- 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.
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Service 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.
StudySmarter Expert Advice🤫
We think this is how you could land Service Support Coordinator in Royston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mettler Toledo AG. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mettler Toledo AG before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Support Coordinator in Royston
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mettler Toledo AG:Your cover letter is your chance to shine! Tell us why you want to work at Mettler Toledo AG specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mettler Toledo AG!
How to prepare for a job interview at Mettler Toledo AG
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
