Field Service Coordinator

2 weeks ago

Singapore Merck KGaA Darmstadt Germany Full time
Work Your Magic with us


Ready to explore, break barriers, and discover more? We know you've got big plans - so do we Our colleagues across the globe love innovating with science and technology to enrich people's lives with our solutions in Healthcare, Life Science, and Electronics.

Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginablewith us.

Your Role


Field Service Coordinator is a crucial role in our Life Science Process Solutions commercial organization and directly reporting to the Senior Manager Field Service, South Asia.

You will drive field service operation management and coordination initiatives and projects across the regions.

This includes implementing, tracking status and reporting of key KPI's for Field Service operation and managing resources assignment to large investment projects.


What You Do

  • Drive, plan and direct resources/spare parts for incoming hardware services request.
  • Manage and support subcontractor activities across the regions and ensuring subcontractors conform to the provisions of the contract/agreement.
  • Gather and evaluate customer job satisfaction, complaints and follow up on nonconformities for after service visits.
  • Generate and track monthly report for operation's KPI and evaluate relevant data with an analytical mindset.
  • Utilizes customer database to identify trends and potential upselling of PM and service agreement. Engage and work closely with stakeholders across the business including local and regional colleagues as well as external business partners and stakeholders.
  • Manage enquiries from group mailbox, create WO in ServiceMax and assign job to engineers, ensure all customer interaction are recorded and updated.
  • Ensure timely close completed activities in ServiceMax.
  • Monitor outstanding activities and follow up all reschedules jobs till completion.
  • Work closely with Field Service Engineers by providing support to quotation request
  • Keep track on service revenue, monitor open orders and ensure billing is posted for all completed jobs
  • Maintain customer equipment installation base and track next servicing due date.
  • Host regular conference call with subcontractors and internal engineers.
  • Minimum travelling is required.

Who You Are

  • Degree/Diploma in Business, Engineering or relevant discipline
  • 24 years of field service coordination experience in Pharmaceutical/Biotechnology/Biomedical industry is desirable but not mandatory
  • Excellent people coordination and management skills
  • Customer Centric with a strong focus on results and numbers.
  • Strong analytical capabilities and ability to interface at all levels within an Organization for both internal and external Customers
  • Ability to derive business insights and recommendations from raw data
  • Organized, strong ability to multitask, flexible in a changing environment.
  • Highly motivated, selfdirect and able to work independently.
  • Strong written and oral communication along with ability to deal effectively with internal & external stakeholders professionally.
  • Knowledge and relevant SFDC ServiceMax experience will be advantageous.
  • Attention to detail.
  • Computer literacy in MS Excel, PowerPoint.

What we offer:
We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences.

We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology.

We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress

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