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Instrument Services Coordinator

Company: 10x Genomics Inc
Location: Pleasanton
Posted on: January 23, 2023

Job Description:

About the Role/Team:
This position has the primary responsibility of scheduling and coordinating the work tasks and activities of 15+ instrument service engineers globally to maximize utilization of the available human resources while assuring customer satisfaction, in collaboration with Regional Service Managers / Team Leaders. 10X Genomics instruments are highly complex and require the delivery and installation to be precisely coordinated between the customer, the delivery carrier, the white glove service provider and the field service engineer. It will be your responsibility to make sure all these activities align, so that our customer receives a world class experience from day 1 of ownership.
What you will be doing:

  • Schedule available resources to ensure an efficient and profitable utilization of field service team for installations, repairs and maintenance and /or warranty service calls.
  • Work closely with logistics on scheduling instrument deliveries
  • Make sure our white glove service provider is scheduled to meet the delivery carrier and our service engineer at installation
  • Make sure the field service engineers are scheduling their WO correctly and the despatcher calendar is fully populated and up to date
  • Prepare estimates for service work and training to customers.
  • Coordinate the activities of field service technicians that are involved with projects and provide work direction, as needed.
  • Provide process improvements to the department.
  • Ensure that field service team has necessary documentation and occasionally any specialty tools needed for modification, machine installation and customer service appointments.
  • Assist field service manager in reviewing and maintaining team activities to achieve the annual team budget.
  • Support other field service staff and accounting staff with project information related to invoicing
  • Review field service reports and take any necessary actions for customer follow up.
  • Represent department, as required by field service manager, in cross-functional teams or projects to continue a positive working relationship with service organization
  • Manage and maintain organization of field service data in sales force and service max.
  • Maintain log of active estimates and follow up with customers on quotes.
  • Maintain operational reference documents (work visa status, tool calibration logs, technician skill matrix, etc.)
  • Perform other duties as assigned by field service manager.
  • Travel domestically approximately 5%.
  • There are no direct reports to this position, however, this position does provide work direction to the field service engineers regarding department scheduling needs and customer expectations.

    Minimum Requirements:

    • 4+ years customer/service support with scheduler/dispatcher experience.
    • Fluent in both written and spoken English.
    • Must have demonstrated ability to handle customer complaints and conflicting schedule situations & take the necessary corrective actions and/or make decisions in a manner that assures customer satisfaction.
    • Must be able to develop excellent working relationships and understanding of the service technicians and Regional Managers/Team Leaders (managing frustrations, conflicts, stress, etc.).
    • Must be able to handle the demands of the workload this position requires.
    • Must demonstrate excellent people skills, along with strong verbal and written communication skills.
    • Must have highly developed organizational and leadership skills.
    • Must be a team player and able to interface with all levels of internal and external customers worldwide.
    • Expert in Sales Force service cloud and/or Service Max

      Preferred Qualifications:

      • Advanced knowledge of Microsoft application suite including Excel, Word, and PowerPoint.
      • Working in a Biotech space would be considered advantageous but not required.
      • Demonstrated understanding of critical Customer Experience factors and how to use that understanding to support customer loyalty initiatives.

        What you'll do!
        As part of the Instrument Services team, you will be instrumental in the day to day running of the service operations. You will be the glue that pulls it all together, from instrument shipping to delivery and organizing the white glove services so all be on site at the same time. Make sure we complete all the pre site checks in a timely fashion and capture all documents in the Pre site folder. Ensure the timely completion of all required service documentation. Follow up with customers regarding instrument performance post service intervention. Communicate proactively and share information with field team members, Service Operation team, Technical Service and Customer Service teams, in addition to other support functions to ensure the success of 10X Genomics.
        Contribute to the Service Knowledge Base and actively support increased utilization of the knowledge management database. Provide feedback to field service leadership regarding field service engineer training and development needs. Recommend methods to improve field service efficiency and productivity working together with regional teams. Identify opportunities to improve overall service delivery processes, remote tools, support capabilities, and customer satisfaction.

        #LI-JF1Below is the salary range for this full time position. The actual base pay will depend on several factors unique to each candidate, including one's skills, qualifications, and experience. At 10x, the base salary is also just one component of the Company's total compensation package.This role is also eligible for 10x's annual bonus program, equity grants, and comprehensive health and retirement benefit programs. Your 10x recruiter can share more about the specific salary range during the hiring process.Pay Range$82,800-$101,200 USDAbout 10x Genomics
        At 10x Genomics, accelerating our understanding of biology is more than a mission for us. It is a commitment. This is the century of biology, and the breakthroughs we make now have the potential to change the world.

        We enable scientists to advance their research, allowing them to address scientific questions they did not even know they could ask. Our tools have enabled fundamental discoveries across biology including cancer, immunology, and neuroscience.

        Our teams are empowered and encouraged to follow their passions, pursue new ideas, and perform at their best in an inclusive and dynamic environment. We know that behind every scientific breakthrough, there is a deep infrastructure of talented people driving the life sciences industry and making it possible for scientists and clinicians to make new strides. We are dedicated to finding the very best person for every aspect of our work because the innovations and discoveries that we enable together will lead to better technologies, better treatments, and a better future. Find out how you can make a 10x difference.
        Individuals seeking employment at 10x Genomics are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation,or any other characteristic protected by applicable law.
        10x does not accept unsolicited applicants submitted by third-party recruiters or agencies. Any resume or application submitted to 10x without a vendor agreement in place will be considered unsolicited and property of 10x, and 10x will not pay a placement fee.

Keywords: 10x Genomics Inc, Pleasanton , Instrument Services Coordinator, Other , Pleasanton, California

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