Service Operations Coordinator

Biotage is seeking a Service Operations Coordinator to play a vital role in ensuring the continued success of Biotage’s service operations by providing logistical and administrative support to the North American Service team.

Scope of Responsibility
The Service Operations Coordinator serves as a critical hub for Biotage’s service operations, ensuring that repair, installation, and maintenance activities are executed efficiently and effectively. This role requires a strong focus on organization, communication, and collaboration to support both internal teams and external customers. The Service Operations Coordinator plays a key role in maintaining accurate records, managing logistical workflows, performing back office administrative tasks, and supporting internal and external Service teams to enhance customer satisfaction and operational excellence.

This position is hybrid based in Charlotte, NC. The requirement is at least 3 days at the Charlotte office. 2 days per week can be remote following an initial training/onboarding period.

Tasks and Responsibilities

• Oversee the work order closure process, including accurate and timely creation of Sales Orders (SO) and invoicing of customers.
• Manage all installation activities, including creation and tracking of installation work orders, overseeing installation schedules, confirming site preparedness, and coordinating post-installation activities.
• Review and ensure completeness of Field Service Engineer (FSE) reports to initiate invoicing and spare parts replenishment in ERP and ServiceMax systems.
• Act as a point of contact for individual customer support cases via phone and email, providing updates and escalating issues when necessary.
• Coordinate service parts for field service work, utilizing Charlotte Service Stock (CSS) or expediting stock-out items through the Supply Organization.
• Manage trunk stock replenishment to maintain adequate inventory levels for Field Service Engineers.
• Maintain and update the service line items in the Biotage Americas backlog report to ensure accuracy and timeliness.
• Represent the Service department during backlog meetings, expediting parts and resolving delays as needed.
• Create and maintain clear, accurate records of service activities, parts transactions, and customer communications.
• Collaborate with Field Service Engineers, Sales Representatives, and Applications Specialists to coordinate service activities and share relevant updates.
• Manage data entry for service contracts and maintain an accurate installed base database.
• Professionally represent Biotage in all communications to uphold a customer-focused approach and company reputation.
• Perform additional tasks as assigned by Service Management to support departmental and organizational goals.

Role Specific Skills and Behaviors:

• Exceptional attention to detail, ensuring accurate data entry and process adherence to exceed internal and external customer expectations.
• Strong organizational and multitasking skills to manage competing priorities and maintain a seamless workflow in a fast-paced environment.
• Clear and professional verbal and written communication skills, with the ability to effectively engage with customers, team members, and vendors.
• Proficiency in interpreting and managing business and operational documents, such as service reports, invoices, work orders, and system-generated workflows.
• Demonstrated ability to collect, organize, and analyze data to identify patterns, troubleshoot issues, and implement solutions that support service operations.
• Collaborative mindset with the ability to work independently while supporting cross-functional teams to meet business objectives.
• Advanced computer literacy, particularly in Microsoft Office Suite (Excel, Outlook, Teams), with proficiency in database and ERP systems. Familiarity with ServiceMax, Dynamics 365, or Salesforce is a strong plus.
• Strong problem-solving skills with the ability to address customer concerns, manage service logistics, and ensure timely resolution of service activities.
• Proven ability to prioritize tasks, streamline workflows, and maintain high levels of accuracy and efficiency in all aspects of the role

Education and Experience

• Associates degree or equivalent preferred.
• Strong organizational, planning, communication (oral and written), and customer service skills.
• Three or more years of related experience and/or training.
• Experience with Salesforce, ServiceMax, CRM, ERP systems, Dynamics 365, or other service reporting systems is a plus.

Physical Demands

• LIGHT - Exert up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects.
• Office environment: the noise level in the work environment is usually moderate.

Travel Required

• Occasional travel may be required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

About Biotage
Biotage is a global supplier and solutions partner to a wide range of customers within drug discovery and development and analytical testing. With strong expertise in separation and purification technologies, and a focus on leveraging intelligent workflow solutions, we aim to efficiently support the advancement and protection of human health. Learn more at biotage.com.

Biotage offers a comprehensive benefits package including health, dental, and vision insurance as well as a 401k program w/ company match, paid parental leave and more!

Biotage is an equal opportunity employer, including veterans and individuals with disabilities.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 704-654-4902 or [email protected] for assistance.