Service Coordinator

Company Overview Nanoscience Instruments specializes in the sale and servicing of advanced scientific instrumentation utilized by universities, research institutions, startups, government agencies, and military laboratories. Our diverse portfolio includes electron microscopes, scanning probe microscopes, optical microscopes, and material analysis systems. We foster an informal, yet professional environment supported by a team with strong engineering and scientific backgrounds. About Service at Nanoscience Instruments The service department at Nanoscience Instruments is the backbone of our long-term customer relationships, ensuring that highly specialized instruments remain operational and optimized for groundbreaking research. As Service Coordinator, you sit at the heart of the operation; orchestrating the movements of our Field Service Engineers (FSEs), managing the flow of in-depot repairs and solving complex scheduling puzzles to meet Service Level Agreements (SLAs). In this fast-paced role, you provide a seamless support experience that allows our customers to focus on their science while we handle the technical upkeep of their most valuable laboratory assets. Job Summary The Service Coordinator is responsible for coordinating onsite and in-depot service activities while serving as a primary point of contact for customers throughout the service process. This role works directly with customers and Field Service Engineers (FSEs) to schedule preventative maintenance services, manage service appointments, provide status updates, and ensure timely communication from initial request through service completion. Using the company CRM system, the Service Coordinator proactively identifies customers due for preventative maintenance and schedules service visits based on customer needs, service priorities, and technician availability. This role plays a key part in maintaining preventative maintenance compliance, supporting efficient service operations, and delivering responsive, professional customer experience. This role supports customers using advanced scientific instrumentation and requires a high level of professionalism, organization, and customer focus. Success in this position requires strong communication, organization, and relationship management skills, along with the ability to manage multiple priorities in a fast-paced environment. The ideal candidate is detail-oriented, proactive, customer-focused, and able to adapt quickly to changing schedules and service demands. Key Responsibilities Act as the lead point of contact for service scheduling, preventative maintenance coordination, and service updates Analyze CRM data to proactively reach out to customers and secure appointments for upcoming preventative maintenance visits Synchronize onsite visits and in-depot repairs by balancing customer requirements with Field Service Engineer (FSE) availability Manage customer expectations regarding scheduling, service timing, and completion updates Oversee the integrity of the CRM by maintaining accurate customer records, active work orders, and real-time scheduling data Prioritize service activities based on preventative maintenance schedules, urgency, SLAs, and technician availability Collaborate with service, logistics, and service operations teams to support efficient service execution Adjust schedules as needed to accommodate customer requests, emergencies, or service delays Build and maintain positive customer relationships through professional and responsive communication Support overall customer satisfaction by ensuring a seamless service experience throughout the service process Preferred Qualifications Previous experience in service coordination, dispatching, customer support, or field service operations Experience working with CRM and scheduling systems Strong organizational skills with the ability to manage multiple priorities simultaneously Excellent verbal and written communication skills Ability to work effectively with both technical and non-technical customers Strong attention to detail and problem-solving skills Ability to work independently while collaborating effectively across teams Other Requirements Candidate must be legally authorized to work in the United States without employer sponsorship now or in the future. This is a Full-Time, Onsite role Benefits: 401(k) Dental insurance Health insurance Health savings account Life insurance Paid time off Vision insurance Application Question(s): Do you have experience in service coordination, dispatching, customer support or field service operations? What is your experience with CRM and scheduling systems? Work Location: In person