Technical Service Coordinator - MS Dynamics (18 Month Fixed-term Contract)
Salary: £34,525.56 + 18% Yearly bonus
Office-Based (Milton Keynes)
Hours: 37.5 hours per week (Monday-Friday, 09:00-17:30 with 1-hour lunch)
About the Role:
An exciting opportunity has arisen for a Technical Service Coordinator to join a busy Customer Support Centre, delivering first-class technical coordination and customer service across a portfolio of diagnostic and laboratory instrumentation.
This role is highly customer-facing and focuses on providing a seamless support experience, coordinating field service activity and ensuring contractual service levels and KPIs are consistently achieved.
A critical success factor in this role is strong, hands-on experience with Microsoft Dynamics CRM, which is used as the central platform for fault logging, reporting, scheduling and case management.
Key Responsibilities:
Customer Support
Handle inbound calls via dedicated customer service hotlines
Manage email enquiries and support requests
Accurately log instrument faults and service activity within Microsoft Dynamics CRM
Coordinate and schedule:
Emergency call-outs
Planned preventative maintenance visits
Urgent corrective actions and engineering changes
Work collaboratively with field service engineers to meet customer expectations and response KPIs
Reporting & Data Management
Update cases and maintain accurate service records within Microsoft Dynamics CRM
Collate service data and generate KPI reports for account stakeholders
Coordinate maintenance activity with partner suppliers and customers to maximise instrument uptime
Administration
Escalate complex customer issues where required
Maintain CRM records for newly installed equipment
Support inventory management processes
Business Relationship Management
Build and maintain strong working relationships with customers and service partners
Monitor supplier performance against contractual service levels
Compliance & Training
Participate in required training programmes
Report regulatory concerns appropriately
Follow health, safety and environmental procedures
Essential Skills & Experience:
Strong working knowledge and practical experience using Microsoft Dynamics CRM (essential and critical)
Proficient in Microsoft Office Suite
Minimum 2 years' experience in a customer service, coordination or scheduling environment working to KPIs
Experience producing KPI or service performance reports
Excellent written and verbal communication skills
Strong English language proficiency
Experience handling escalations across multiple stakeholders
Desirable:
Experience within diagnostics, laboratory or healthcare service environments
Exposure to managed service contracts
Commercial awareness
Key Attributes:
Highly organised with strong attention to detail
Able to prioritise and manage multiple service requests
Customer-focused with a proactive problem-solving approach
Confident working with data, reporting, and CRM systems
Strong team collaboration
Benefits:
Holiday Entitlement 28 days plus (8 days bank holiday), Bonus, Pension, Health Care Insurance (BUPA), Cash Plan (Simplyhealth), Income Protection Insurance, Educational Grant Scheme, Employee Assistance Program, Life Insurance 6 times the annual salary, Perkbox, Gym membership.