Customer Success & Service Coordinator at Sixthlab Medical Nigeria Limited

Description

• The Customer Success & Service Coordinator is responsible for ensuring excellent customer experience by serving as the primary liaison between customers, the Technical Service Team, Sales Team, and Stores Department.
• The role coordinates customer support requests, preventive maintenance schedules, engineer assignments, reagent replenishment, service documentations, and customer follow-up activities to ensure timely resolution of customer issues and maximum equipment uptime.
• The ideal candidate should possess a background in Science Laboratory Technology (SLT), demonstrate excellent organizational and communication skills, and be passionate about delivering exceptional customer service within the medical diagnostics industry.

Key Responsibilities
Customer Support & Incident Management:

• Receive, log, and track all customer complaints, service requests, and technical issues.
• Ensure prompt escalation of technical issues to Service Engineers.
• Monitor incident resolution and provide timely feedback to customers.
• Maintain service tickets and ensure all requests are closed within agreed timelines.
• Follow up with customers after service visits to confirm satisfaction.

Service Coordination:

• Coordinate engineer schedules for installations, troubleshooting, corrective maintenance, and preventive maintenance (PM).
• Prepare and maintain monthly preventive maintenance schedules.
• Coordinate customer appointments and engineer site visits.
• Monitor engineer attendance and completion of assigned service jobs.
• Ensure service reports are submitted promptly after every customer visit.

Customer Relationship Management:

• Maintain an up-to-date customer database, including:
  • Installed equipment
  • Warranty status
  • Service history
  • Customer contacts
  • PM schedules
  • Equipment locations
• Maintain accurate records of all customer interactions.
• Build positive relationships with customers through regular engagement.

Reagent & Customer Purchase Coordination:

• Work closely with the Stores Department to monitor reagent consumption and customer stock levels.
• Send proactive purchase reminders to customers before stock depletion.
• Coordinate customer requests for reagents and consumables.
• Follow up with Sales to ensure customer requests are processed promptly.
• Maintain records of customer purchasing patterns.

Service Administration:

• Generate weekly and monthly service reports.
• Track service KPIs including:
  • Number of incidents logged
  • Response time
  • Resolution time
  • PM completion rate
  • Customer satisfaction
• Maintain service documentation and filing systems.
• Ensure service records comply with company quality standards.

Cross-Functional Coordination:

• Liaise with Sales regarding customer enquiries and follow-up opportunities.
• Coordinate with the Stores Department for spare parts and consumables availability.
• Support the Technical Team with administrative and logistics coordination.
• Escalate unresolved customer concerns to management where necessary.

Education

• OND in Science Laboratory Technology (SLT) is required.
• Additional certifications in Customer Service or CRM systems will be an added advantage.

Experience:

• 1 - 3 years' experience in customer service, laboratory operations, technical support coordination, healthcare administration, or a related role.
• Experience in a medical diagnostics, laboratory, healthcare, or medical equipment company is an added advantage.

Required Competencies:

• Good understanding of laboratory equipment and diagnostic workflows.
• Knowledge of customer service principles.
• Basic understanding of preventive maintenance scheduling.
• Good record management and documentation skills.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Experience using CRM or service management software is an advantage.

Working Conditions:

• Office-based with occasional customer visits.
• May be required to coordinate activities outside normal working hours in urgent service situations.
• Occasional travel within assigned regions.