Position Summary:

The Technical Service Coordinator manages all aspects of the customer experience for the Life Science, and Safety & Security businesses including training support, customer support, and service.  He/she is a primary point of contact with customers to ensure that all services are delivered in a timely manner and with exceptional quality.  The position reports to the Director of Service & Support and is based at the 908 Devices headquarters in Boston, MA.

Primary Responsibilities:

  • Provide a high level of support to our customer base , including:
    • Support of internal customers (Sales, Marketing, and R&D)
    • Support of external customers (Mass Hazmat, FR, etc.)
    • Support Trainers/Contractors in the field with general support, as needed
    • Support and monitor open tickets to ensure proper service and follow-up is provided to close tickets in a timely manner.
  • Follow through on customer support calls and RMAs, including:
    • Ensure all customer support calls are logged per ISO requirements (Zendesk)
    • Ensure items are shipped to customers when needed
    • Communicate with customers on RMA status
    • Generate QMS# and confirm RMA numbers has been created
    • Coordinate directly with Operations on RMA tracking
    • Generate weekly & monthly Key Performance indicators
  • Manage Customer Loaner Devices, including:
    • Maintain loaner devices readiness /availability
    • Maintain schedule of training classes. (for unit deployment tracking)
    • Maintain tracking and placement of the loaner devices

Desired Skills & Experience

  • Excellent communication / interpersonal skills and professional demeanor
  • Organized, productive, self-motivated professional who is comfortable with many areas of responsibility and has a solid work ethic
  • Ability to solve problems creatively with minimal assistance to ensure customer needs are met quickly and effectively
  • Proficiency with MS Office tools
  • High school diploma required
  • Advanced education highly desirable
  • 7 to 10 years of similar coordination / support experience

Physical Demands & Equipment Requirements:

  • Ability to lift and carry up to 50 lbs
  • General office environment
  • Minimal travel required

Company Description

908 Devices is bringing the powerful capabilities of Mass Spectrometry out of the confines of centralized facilities and mobile laboratories. We make battery-operated, handheld, chemical detection tools, rugged enough to exceed military standards and trusted enough for immediate action in the field. For biologists and chemists in need of answers, we make personal analyzers, small and simple enough for every workspace.

Additional Information

Posted: 08.17.18
Type: Full-Time
Experience: 5+ years
Functions: Customer Service

Veteran Commitment: 908 Devices commits to hiring returning veterans.

908 Devices is proud to be an equal opportunity workplace and is an affirmative action employer.

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