Service Operations Co-ordinator

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Biotage is seeking a Service Operations Coordinator to play a vital role in ensuring the continued success of Biotages 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 Biotages 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 Behaviours

Education and Experience

Physical Demands

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 .

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