Field Service Coordinator (EU)

Cutera, Inc.; Brussel; Sur place; EUR 40 000 - 55 000; Plein temps

Résumé du poste

A leading medical device company is seeking a Field Service Coordinator in Brussels to manage field service operations across Europe. This role demands excellent customer service skills and strong organizational abilities. Responsibilities include scheduling visits for service engineers, maintaining communication with customers regarding service updates, and providing technical support. Ideal candidates will have a Bachelor's degree and relevant experience, alongside proficiency in Salesforce and ERP systems.

Qualifications

• Minimum of 1 year experience in dispatching, customer support, or field service coordination.
• Strong customer service focus and attention to detail.
• Proficiency in using Salesforce and ERP systems for service management.

Responsabilités

• Schedule and coordinate field service engineer visits to customer sites.
• Act as the primary point of contact for customers.
• Collaborate with field service engineers to ensure they have necessary tools for service visits.
• Provide end-user tech support via various channels.
• Coordinate logistics related to field service operations.

Connaissances

Customer service

Organizational skills

Communication skills

Multitasking

Formation

Bachelor's degree or equivalent work experience

Outils

Salesforce

ERP systems

Description du poste

Position Summary

As a Field Service Coordinator for the EMEA / EU field service team and Cutera customers, you will serve as a crucial link between our field service engineers, customers, and internal teams in EMEA and HQ.

In this multifaceted role, you will coordinate field service engineers in Europe and work closely with Service Manager, Customer Service Manager, field service engineers, and customers for field service schedules. Strong customer service skills are essential for success in this role, along with strong organizational skills, exceptional communication abilities, and the ability to work collaboratively within a dynamic team.

Duties & Responsibilities

• Schedule and coordinate field service engineer visits to customer sites for the installation, maintenance, and repair of Cutera laser systems.
• Act as the primary point of contact for customers, providing them with timely updates on service appointments, addressing inquiries or concerns, and ensuring a high level of customer satisfaction.
• Collaborate closely with field service engineers to ensure they have the necessary tools, equipment, and documentation required for their service visits.
• Provide end-user tech support via help desk channels (this could consist of phone, email, Teams, or web chat) and order the required parts and components for service visits
• Utilize Salesforce and ERP system to open service cases, create work orders, and schedule service appointments.
• Coordinate logistics related to field service operations, such as equipment shipments, returns, and repair in collaboration with Customer service
• Assist in developing and maintaining service schedules and resource allocation.
• Provide administrative support for the field service team, including data entry, report generation, and documentation management.
• Collaborate with internal teams to ensure effective communication and resolution of customer issues.
• Maintain a strong commitment to customer satisfaction by ensuring high-quality service delivery and proactive problem-solving.
• Contribute to the continuous improvement of service processes and procedures.
• Other duties as required.

Qualifications

Minimum Requirements & Qualifications:

• Bachelor\'s degree or equivalent work experience.
• At least 1 years of experience in dispatching, customer support, or field service coordination.
• Strong customer service skills with a focus on ensuring customer satisfaction.
• Strong organizational and multitasking skills, with attention to detail.
• Excellent communication and interpersonal skills.
• Proficiency in using Salesforce and ERP systems for service management.
• Ability to work effectively in a team-oriented environment.

Preferred Qualifications

• Multilingual skills including French, German, English etc.
• Some technical background is a plus.