Aftercare Coordinator

Aftercare Coordinator

Surface Measurement Systems is a leader in innovative research, pioneering new instruments and techniques in a highly specialized area of scientific research. We partner with prominent companies and academic institutions to provide groundbreaking technology and unique solutions that tackle some of the most significant challenges facing the world today, from sustainable energy and illness to climate change and space exploration.

Our customers are in a diverse range of industries, including pharmaceuticals, food and beverage, petrochemicals, and materials science. Our products are used in a variety of applications, such as drug development, food quality control, and materials testing.

Role Objective:

Responsible for ensuring prompt and efficient handling of all customer inquiries and service requests, while strategically integrating internal sales efforts for After Care Contracts. The role demands strong communication, organizational prowess, and effective teamwork to provide exceptional customer support and actively contribute to the sales and growth objectives related to After Care Contracts.

Roles & Responsibilities:

• Managing the scheduling and dispatching of technicians to customer sites.
• Responding to customer inquiries and service requests via phone, email, or in-person.
• Coordinating with other departments, such as sales and operations, to ensure that service requests are handled promptly and efficiently.
• Creating and maintaining service records, including work orders, service reports, and customer feedback.
• Following up with customers to ensure that service requests have been completed to their satisfaction.
• Developing and maintaining relationships with customers, ensuring that they receive high-quality service and support.
• Managing inventory and supplies for the service department, ensuring that all necessary parts and materials are delivered in a timely manner.
• Developing and implementing service policies and procedures to improve efficiency and customer satisfaction.
• Providing training and guidance to customers to ensure that they have the skills and knowledge necessary to use Odoo Helpdesk effectively.
• Assisting with travel plans in an emergency.
• Maintaining accurate and up-to-date customer records in the CRM system
• Participating in training and development programs to improve CRM skills and knowledge.
• Ensuring that data entered in the CRM system is accurate and complies with data privacy regulations.
• Generating reports and dashboards to provide insight into After Care performance.
• Raising quotations and attaching quotes/PO’s to helpdesk tickets. Acknowledging the PO’s with customers, advising accounts to invoice by scheduling an activity. Sending the PO to accounts.
• Raising service contract quotes/renewals and advise customers on warranty expiries. Updating warranty and contract databases.
• Sending of RAMS to customers when requested, assistance in filling out any customer questionnaires that may be required.
• Send out pre-installation forms to customers and agents and monitor responses.
• Collaborate with sales to promote and sell After Care Contracts.
• Provide product knowledge and benefits to customers.
• Integrate sales process into After Care procedures.
• Assist in preparing and issuing quotations for contracts.
• Educate customers on After Care Contract advantages.
• Proactively manage contract renewals.
• Identify opportunities for upselling additional services.
• Gather and communicate customer feedback for improvement.
• Update and maintain After Care contract database.
• Liaise with Sales teams when new Instrument purchase opportunities arise.
• Participate in sales training programs for product and market updates.
• Monitor and report on After Care Contracts' sales performance.

Preferred Skills:

• Strong organizational and time management skills
• Excellent communication and interpersonal skills
• Ability to multitask and work in a fast-paced environment.
• Ability to work independently and as part of a team.
• Detail-oriented and able to maintain accurate records.
• Knowledge of customer service principles and practices
• Ability to handle difficult or sensitive situations with tact and professionalism.
• Proficiency in computer applications, including scheduling and database software.
• Ability to analyze data and make informed decisions.
• Familiarity with service industry terminology and processes.
• Willingness to learn and adapt to new processes and technologies.

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Allentown, PA 18103