Customer Support Coordinator

Mettler Toledo AG; Royston; On-site; GBP 26,000 - 36,000; Full time

Job summary

METTLER TOLEDO Safeline Royston is seeking a Customer Support Specialist to be the trusted link between international customers and our engineering teams for Safeline X-ray equipment. You will own the internal communication lifecycle for inbound service requests, providing updates, routing, and expectation‑setting.

You will manage BOMs, parts logistics, and specialist engineer deployments to deliver seamless service resolutions while collaborating with field service, supply chain, and quality

Responsibilities

• Serve as the primary contact for customers reporting faults or service requests, managing expectations from first report through to resolution.
• Communicate empathetically with timely, proactive status updates and follow‑ups to restore confidence and ensure satisfactory closure.
• Maintain 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 equipment, and coordinate dispatch and logistics with internal teams.
• Provide first‑line diagnostic triage to field engineers and customers—collect symptoms and error codes and route issues to the right specialists.
• Capture customer feedback and provide clear summaries to internal stakeholders to drive improvements in product performance and service delivery.
• Suggest workflow and communication improvements to enhance customer satisfaction and team efficiency.
• Collaborate with field service, supply chain, product quality, and engineering to ensure coordinated and effective customer responses.
• Promote a customer‑first mindset and represent the customer perspective in internal forums.

Skills

Customer service

Communication

Technical coordination

Job description

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.