End-to-End Service Coordinator

OLYMPUS EUROPA SE & CO. KG; Southend-on-Sea; In loco; GBP 28.000 - 36.000; Tempo pieno

Vantaggi offerti da questo lavoro

Annual leave

Private medical cover

Pension scheme

Annual health check (BUPA)

Employee Assistance Program

Subsidised staff restaurant

Free parking

Gym and wellness discounts

Descrizione del lavoro

Olympus is seeking an End-to-End Service Coordinator to own the repair journey for healthcare equipment. You will engage customers, register requests, manage service orders and quotes, and keep customers updated through each stage of the repair process.

This role requires strong multi-channel communication, CRM/SAP experience and a proactive, ownership-driven mindset. You will work with internal teams to ensure efficient case progression, manage loan equipment and coordinate supplier actions,

Competenze

• Diploma or equivalent required; associate degree preferred.
• 2-3 years in customer service or service coordination role.
• Experience handling customer cases end-to-end.
• Strong organisational ability to manage priorities and deadlines.
• Excellent communication across channels; build trust with customers.
• Proactive, solution-focused problem solving and ownership.
• Ability to work independently and be adaptable in busy environments.
• CRM/SAP experience; Oracle familiarity a plus.
• Fluency in English; Olympus product knowledge advantageous.

Mansioni

• Act as primary contact for customers through repair journey from request to resolution.
• Receive, assess and register service requests; validate warranties and entitlements.
• Create and manage service orders, quotes and case documentation.
• Provide proactive updates and manage customer expectations throughout repair.
• Coordinate end-to-end repair journey with internal teams and stakeholders.
• Manage loan equipment activities to minimise disruption.
• Coordinate supplier activities, including UPS claims and follow-ups.
• Handle service, commercial and product-related complaints effectively.
• Support product lifecycle and regulatory activities (FCAs, etc.).
• Identify issues early and escalate to minimise delays.

Conoscenze

Customer focus

Strong communication

Organisational skills

Proactive problem solving

Independent work

Resilience

Attention to detail

Multi-channel support

Relationship building

English fluency

Formazione

High school diploma or equivalent

Associate's degree

Strumenti

Salesforce ACE

SAP CRM

SAP ERP

Descrizione del lavoro

End-to-End Service Coordinator

KeyMed (Medical & Industrial Equipment) Ltd. (OKM) Endoscopic Solutions

As an End-to-End Service Coordinator, you'll be at the heart of our customer service operation, helping healthcare professionals navigate the repair journey when critical medical equipment requires support. Working across multiple systems, communication channels and internal teams, you'll take ownership of customer cases from initial contact through to resolution. You'll balance competing priorities, solve problems proactively and ensure every customer receives clear communication and outstanding service throughout the repair process.

This is a fast-paced and rewarding role where no two days are the same. You'll have the opportunity to make a genuine difference to our customers by helping maximise equipment availability and supporting Olympus' mission to keep healthcare services running smoothly.

Your Responsibilities

• Act as the primary point of contact for customers throughout the repair journey, taking ownership of cases from initial request through to successful resolution.
• Receive, assess and accurately register customer service requests, validating warranty, contract and service entitlements to ensure the correct service pathway is applied.
• Create and manage service orders, cost estimates and case documentation, ensuring accurate records are maintained throughout the repair lifecycle.
• Proactively communicate with customers, providing clear updates, managing expectations and supporting them through the quotation, approval and repair process.
• Coordinate the end-to-end repair journey, working closely with internal teams and stakeholders to ensure efficient case progression and resolution.
• Manage loan equipment activities, including allocation, collection and associated administration, to minimise customer disruption and maximise equipment availability.
• Coordinate supplier-related activities, including UPS claims and associated follow-up actions where required.
• Manage service, commercial and product-related complaints, ensuring issues are resolved effectively and customers receive a positive service experience.
• Support product lifecycle and regulatory activities, including Field Corrective Actions (FCAs) and other service-related initiatives.
• Identify and resolve issues proactively, escalating where appropriate to minimise delays and deliver the best possible customer outcome.

Your qualification

We're looking for someone who thrives in a fast-paced customer service environment, enjoys taking ownership and is motivated by delivering excellent customer experiences. You'll be confident managing multiple priorities, working across a variety of systems and communication channels, and supporting customers through complex service journeys.

• High school diploma or equivalent required; Associate's degree preferred
• Minimum of 2-3 years' experience in customer service, service coordination or a related operational role
• Experience managing customer cases or service requests from initiation through to resolution
• Strong organisational skills with the ability to manage multiple priorities, meet deadlines and adapt to changing business demands
• Excellent communication skills, with the ability to build trust and maintain positive relationships with customers and internal stakeholders
• Confident working across multiple communication channels including telephone, email and digital platforms
• A proactive and solution-focused approach to problem solving, with the ability to identify issues, take ownership and drive resolution
• Ability to work independently, make informed decisions and take accountability for customer outcomes
• Resilient and adaptable, with the ability to remain effective in a busy and often complex service environment
• High attention to detail and commitment to maintaining accurate case records and documentation
• Good understanding of customer service and business processes
• Experience working with CRM and ERP systems, ideally Salesforce (ACE), SAP CRM and SAP ERP
• Olympus product knowledge would be advantageous
• Fluent English language skills

Your competencies

• Patient Focus - We put patients at the heart of everything
• Integrity - We do the right thing
• Innovation - We look for new ways to make things better
• Impact - We take accountability and get things done
• Empathy - We care for one another and work together

Your benefits

• In addition to a competitive salary, you will receive a generous annual leave entitlement
• You will be eligible to receive private medical cover
• Comprehensive company pension scheme
• You will receive an annual health check with BUPA, funded by us
• Employee Assistance Program to support your health, mental and emotional-wellbeing
• At our HQ, we have a subsidised staff restaurant and free parking
• Other benefits include discounted gym and wellness memberships, cashback and discounts with major UK retailers

About Olympus

At Olympus, we are committed to Our Purpose of making people's lives healthier, safer and more fulfilling. As a global medical technology company, we partner with healthcare professionals to provide best-in-class solutions and services for early detection, diagnosis and minimally invasive treatment, aiming to improve patient outcomes by elevating the standard of care in targeted disease states.

For more than 100 years, Olympus has pursued a goal of contributing to society by producing products designed with the purpose of delivering optimal outcomes for its customers around the world.

For more information, visit www.olympus-europa.com and follow our LinkedIn account: linkedin.com/company/OlympusMedEMEA.

Further information

We value the diversity of individuals, perspectives, and lifestyles, and prioritise inclusion and mutual respect. We are committed to fostering a non-discriminatory, inclusive work environment where everyone feels a sense of belonging. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish.

We warmly encourage all who wish to bring their talents to this role at Olympus, to apply.