Global X-ray Equipment Support Coordinator

Mettler-Toledo, Inc.; England; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Annual bonus

25 days leave + bank holidays

Global exposure

Inclusive culture

Career progression

Job summary

Mettler-Toledo is seeking a Customer Support Coordinator in Royston to serve as the trusted link between international customers and our engineering teams for Safeline X-ray equipment. You will own the entire internal communication lifecycle for inbound service requests, providing updates, routing, and escalation management.

Based in our Service department, this office-based role focuses on BOMs, parts logistics, and coordinating field engineer deployments to deliver timely service resolutions

Qualifications

• Experience in a fast-paced customer support or service coordination role.
• Highly organised with strong communication skills.
• Experience working with international customers, ideally within an engineering or manufacturing environment.
• Proven experience managing customer communications end-to-end, including escalation handling and follow-up.
• Results-oriented with a continual improvement mindset.

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.

Skills

Customer support

Communication skills

International customers

End-to-end communications

Process improvement

Job description

Mettler-Toledo is seeking a Customer Support Coordinator in Royston to serve as the trusted link between international customers and our engineering teams for Safeline X-ray equipment. You will own the entire internal communication lifecycle for inbound service requests, providing updates, routing, and escalation management.

Based in our Service department, this office-based role focuses on BOMs, parts logistics, and coordinating field engineer deployments to deliver timely service resolutions