Fluidigm

  • Service Coordinator - APAC

    Job Locations SG
    Req No.
    2018-2803
    Category
    Technical Support
    Type
    Regular
  • Job Description

    #ITALLBEGINSWITHTALENT

     

    Would you like to join an innovative team creating technology to power groundbreaking insights in academic, clinical, pharma and biotech research?

     

    Our life science analytical and preparatory systems in mass cytometry and genomics can be found in leading academic institutions, clinical research laboratories, and pharmaceutical, biotech and ag-bio companies worldwide. Our mission is bold and ambitious, powering advancements in human health research that can change lives.

     

    Fluidigm is looking for a Service Coordinator to join the team in Singapore.  Fluidigm is looking for a Service Coordinator with the primary responsibility of coordinating service operations in the APAC region. 

     

    Description

     

    • Monitor APAC service work orders and complaints
      • Monitor salesforce.com case queue to ensure customer complaints are addressed promptly
      • Review service work orders and complaint cases to ensure adherence to corporate procedures
      • Ensure critical complaints are escalated in a timely way and according to corporate procedures
      • Work with Product Support Engineers (PSE) and Product Application Scientists (PAS) to ensure adequate resources are mobilized to address escalated customer complaints
      • Coordinate Field Service Engineer (FSE) and Field Application Specialist (FAS) communications by hosting team calls to review customer complaints
      • Assist regional service teams in preparing service quotes
    • Supervise and maintain service stock in Singapore
      • Conduct inventory counts and monitor stock levels
      • Pick, pack and ship service parts
      • Receive new inventory
      • Coordinate delivery of backordered parts with global supply chain team
      • Work with global supply chain team to manage and optimize Asia Pacific spare parts inventory
      • Track fulfilment performance and drive continuous improvement for end-to-end fulfilment process
    • Coordinate installations and maintenance visits
      • Work with the sales teams to answer customer inquiries about site preparation
      • Coordinate the post-sales activities with customer and/or local teams to ensure smooth transition
      • Coordinate the shipment of preventive maintenance kits with FSEs
    • Coordinate depot repair activities
      • Work with local manufacturing resources to ensure returned assemblies are reworked in a timely way
      • Ensure documentation is complete and corporate policies are adhered to
      • Complete salesforce.com processes
      • Supervise reverse logistics of returned parts

     

    Requirements

     

    • 3+ years of customer service experience in the life sciences or high-tech industry
    • Electrical or mechanical engineering degree
    • Excellent administrative skills
    • Excellent attention to detail
    • Ability to multitask and prioritize tasks
    • Ability to build and develop strong relationships at all levels
    • Excellent troubleshooting skills
    • Excellent customer relation skills
    • Ability to work with remote teams
    • Experience with salesforce.com is desired
    • Proficient in Microsoft Excel
    • Fluent in English, Mandarin (desired)

     

    Sounds good? Apply with your resume!

     

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