Lab Services Coordinator

Lab Service Coordinator

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

The pay rate or range for this position is: $25.00 to $27.00 per hour

Job Summary

The Lab Service Coordinator is responsible for executing administrative support functions for the Lab Services division. This includes coordinating service requests, dispatching, maintaining physical and digital records, supporting management and field personnel, communicating with customers, and ensuring that service operations are efficient and best-in-class.

Job Description

Essential Functions:

• Customer Support: Act as a first point-of-contact for service-related customer inquiries. Identify and address customer needs and complaints, and escalate complex issues to relevant leadership as necessary. Follow up with customers post-service to ensure satisfaction and gather feedback.
• Service Coordination: Schedule and assign tasks/service jobs/work orders to relevant personnel based on availability and skill set. Communicate with customers to confirm service appointments, provide updates, and resolve issues. Ensure service requests are logged and tracked in the appropriate system (e.g., Qualer, WorkDay, etc.). Identify and troubleshoot service workflow inefficiencies. Coordinate with relevant departments to complete cross-functional tasks.
• Documentation and Reporting: Maintain accurate emails and service records, including work orders, invoices, PO's, and contracts information. Prepare and distribute service-related reports, including metrics on job completion, technician performance, and customer satisfaction. Assist in preparing quotes and estimates for service jobs.
• Billing and Invoicing: Process service-related billing and ensure timely invoicing to customers. Work with the Finance teams and to track payments and resolve billing issues. Reconcile service orders with payments and handle discrepancies. Perform associated administrative tasks to facilitate billing and collections routines.
• Inventory and Asset Management: Track and manage inventory for applicable service jobs. Place orders for necessary parts and materials and ensure timely delivery to technicians. Maintain accurate records of parts usage and stock levels. Support internal and customer asset management routines.
• Process Improvement: Identify opportunities for process improvements within the service department to enhance efficiency and customer experience. Assist in implementing new systems to streamline service operations.
• Office Responsibilities: Front desk administration for office. Collect and distribute parcels and other mail. Coordinate mail and package flow in and out of office. Order/cater food for meetings or conferences with clients or leadership teams. Maintain inventory for shared office/building supplies. Support the scheduling and coordination of internal company events.
• Compliance: Ensure all operational service activities comply with company policies, industry standards, and regulations. Maintain a safe working environment for service staff and ensure adherence to safety and security protocols.

Requirements:

• High School Diploma or equivalent
• Prior experience in an administrative support role, preferably within a service or maintenance environment.
• Basic knowledge of laboratory equipment or laboratory environments is a plus but not required.
• Professional verbal and written communication and customer service skills; a welcoming, responsive, customer-oriented mentality.
• Strong organizational skills and attention to detail.
• Intermediate Proficiency in the Microsoft Office Suite (Word, Excel, Outlook, etc.)
• Proficiency in service management software such as CMMS and LMS (e.g., Qualer, Workday, etc.).
• Ability to prioritize effectively and manage multiple projects simultaneously.
• Problem-solving and decision-making.
• Time management and ability to meet deadlines.
• Collaborative and team-oriented mindset.
• Adaptability and flexibility in a dynamic environment.

Work Environment:

• Small-to-large office environment.
• Fast paced work environment.
• The noise level in the work environment is usually moderate.
• Exposed to a combination of normal office type environments and shop environments.
• Regularly exposed to dust, odors, oil, fumes, cleaning products and noise.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to perform the following repetitive movements: stand, walk, sit, handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl, talk or hear. Ability to stand, walk, and sit for long periods of time. The employee may occasionally lift and/or move up to 40 pounds of office and facilities equipment (cleaning products, tools, and ladders) and trash and the ability to safely use equipment provided. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Under The Americans with Disabilities Act reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Authorized to work in the U.S.

Flagship is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!