Service Support Coordinator

Waters CorporationJob LocationsMid Level

Active

Job description

Overview

As a Customer Service Enablement Coordinator, you will play a pivotal role in supporting our Service teams and customers across Italy & EMEA. You will be responsible for delivering a structured, proactive, and customer-focused service coordination function, ensuring preventative maintenance activities, customer service operations, and administrative processes are executed efficiently and effectively. You will own the end-to-end coordination of Preventative Maintenance (PM) activities while supporting service contract administration, opportunity management, inventory and logistics processes, billing activities, and customer enablement initiatives. Through effective planning, communication, and collaboration, you will help drive customer satisfaction, operational excellence, and business performance. The role requires close partnership with Field Service Engineers, Service Management, Service Sales, Finance, Logistics, and customers to ensure service activities are delivered in line with contractual commitments and business objectives.As a Customer Service Enablement Coordinator, you will play a pivotal role in supporting our Service teams and customers across Italy & EMEA. You will be responsible for delivering a structured, proactive, and customer-focused service coordination function, ensuring preventative maintenance activities, customer service operations, and administrative processes are executed efficiently and effectively. You will own the end-to-end coordination of Preventative Maintenance (PM) activities while supporting service contract administration, opportunity management, inventory and logistics processes, billing activities, and customer enablement initiatives. Through effective planning, communication, and collaboration, you will help drive customer satisfaction, operational excellence, and business performance. The role requires close partnership with Field Service Engineers, Service Management, Service Sales, Finance, Logistics, and customers to ensure service activities are delivered in line with contractual commitments and business objectives.As a Customer Service Enablement Coordinator, you will play a pivotal role in supporting our Service teams and customers across Italy & EMEA. You will be responsible for delivering a structured, proactive, and customer-focused service coordination function, ensuring preventative maintenance activities, customer service operations, and administrative processes are executed efficiently and effectively. You will own the end-to-end coordination of Preventative Maintenance (PM) activities while supporting service contract administration, opportunity management, inventory and logistics processes, billing activities, and customer enablement initiatives. Through effective planning, communication, and collaboration, you will help drive customer satisfaction, operational excellence, and business performance. The role requires close partnership with Field Service Engineers, Service Management, Service Sales, Finance, Logistics, and customers to ensure service activities are delivered in line with contractual commitments and business objectives.

You will own the end-to-end coordination of Preventative Maintenance (PM) activities while supporting service contract administration, opportunity management, inventory and logistics processes, billing activities, and customer enablement initiatives. Through effective planning, communication, and collaboration, you will help drive customer satisfaction, operational excellence, and business performance.You will own the end-to-end coordination of Preventative Maintenance (PM) activities while supporting service contract administration, opportunity management, inventory and logistics processes, billing activities, and customer enablement initiatives. Through effective planning, communication, and collaboration, you will help drive customer satisfaction, operational excellence, and business performance.

The role requires close partnership with Field Service Engineers, Service Management, Service Sales, Finance, Logistics, and customers to ensure service activities are delivered in line with contractual commitments and business objectives.The role requires close partnership with Field Service Engineers, Service Management, Service Sales, Finance, Logistics, and customers to ensure service activities are delivered in line with contractual commitments and businessobjectives.

Responsibilities

Preventative Maintenance Planning & Service Coordination Take ownership of the PM planning lifecycle for your assigned region, including: Communicate proactively with customers regarding PM scheduling, service updates, and changes to planned activities, ensuring expectations are managed effectively. Manage and maintain accurate PM schedules, records, and case data within Compass. Plan, schedule, and coordinate preventative maintenance activities to maximise engineer utilisation and ensure delivery within contractual service entitlements. Monitor PM completion performance and drive on-time execution through proactive follow-up and stakeholder engagement. Ensure compliance with global PM processes, standards, and operational procedures. Conduct regular reviews of PM cases to identify risks, implement corrective actions, and ensure activities remain on track. Track PM KPIs and performance metrics, ensuring delays, missed targets, and root causes are accurately documented. Contribute to continuous improvement initiatives that enhance planning effectiveness, operational efficiency, and customer service delivery. Opportunity & Contract Management Manage assigned Compass opportunities throughout their lifecycle. Maintain accurate opportunity data, including close dates, next actions, and follow-up activities. Process service contracts accurately and within agreed service level expectations. Create and maintain equipment records within Compass and SAP to support operational activities. Support contract amendments, renewals, credits, and associated administrative activities as required. Service Operations & Customer Enablement Support inventory and logistics activities required for successful service delivery, including parts availability, stock movements, and compliance with applicable procedures. Support the timely processing of work orders and associated service administration to ensure accurate billing and operational reporting. Manage customer self-fitted parts activities, including parts ordering, tracking delivery status, ensuring accurate work order documentation, and providing regular updates to customers throughout the process. Support the activation of customer e-learning programmes and SQT activations following purchase. Collaborate with internal stakeholders to ensure a seamless customer experience and efficient service delivery. The success of the role is measured on your ability to plan, coordinate, and organise tasks that will ensure that our service delivery is seamlessly effective and efficient, leaving our customers with a positively memorable experience. Within the role you will build on your customer service and sales skills and have the opportunity to undertake training to support you in the role as well as build on your sales skills which could lead to roles with our Inside Sales teams and Service Sales teams.Preventative Maintenance Planning & Service Coordination Take ownership of the PM planning lifecycle for your assigned region, including: Communicate proactively with customers regarding PM scheduling, service updates, and changes to planned activities, ensuring expectations are managed effectively. Manage and maintain accurate PM schedules, records, and case data within Compass. Plan, schedule, and coordinate preventative maintenance activities to maximise engineer utilisation and ensure delivery within contractual service entitlements. Monitor PM completion performance and drive on-time execution through proactive follow-up and stakeholder engagement. Ensure compliance with global PM processes, standards, and operational procedures. Conduct regular reviews of PM cases to identify risks, implement corrective actions, and ensure activities remain on track. Track PM KPIs and performance metrics, ensuring delays, missed targets, and root causes are accurately documented. Contribute to continuous improvement initiatives that enhance planning effectiveness, operational efficiency, and customer service delivery. Opportunity & Contract Management Manage assigned Compass opportunities throughout their lifecycle. Maintain accurate opportunity data, including close dates, next actions, and follow-up activities. Process service contracts accurately and within agreed service level expectations. Create and maintain equipment records within Compass and SAP to support operational activities. Support contract amendments, renewals, credits, and associated administrative activities as required. Service Operations & Customer Enablement Support inventory and logistics activities required for successful service delivery, including parts availability, stock movements, and compliance with applicable procedures. Support the timely processing of work orders and associated service administration to ensure accurate billing and operational reporting. Manage customer self-fitted parts activities, including parts ordering, tracking delivery status, ensuring accurate work order documentation, and providing regular updates to customers throughout the process. Support the activation of customer e-learning programmes and SQT activations following purchase. Collaborate with internal stakeholders to ensure a seamless customer experience and efficient service delivery. The success of the role is measured on your ability to plan, coordinate, and organise tasks that will ensure that our service delivery is seamlessly effective and efficient, leaving our customers with a positively memorable experience. Within the role you will build on your customer service and sales skills and have the opportunity to undertake training to support you in the role as well as build on your sales skills which could lead to roles with our Inside Sales teams and Service Sales teams.Preventative Maintenance Planning & Service Coordination Take ownership of the PM planning lifecycle for your assigned region, including: Communicate proactively with customers regarding PM scheduling, service updates, and changes to planned activities, ensuring expectations are managed effectively. Manage and maintain accurate PM schedules, records, and case data within Compass. Plan, schedule, and coordinate preventative maintenance activities to maximise engineer utilisation and ensure delivery within contractual service entitlements. Monitor PM completion performance and drive on-time execution through proactive follow-up and stakeholder engagement. Ensure compliance with global PM processes, standards, and operational procedures. Conduct regular reviews of PM cases to identify risks, implement corrective actions, and ensure activities remain on track. Track PM KPIs and performance metrics, ensuring delays, missed targets, and root causes are accurately documented. Contribute to continuous improvement initiatives that enhance planning effectiveness, operational efficiency, and customer service delivery. Opportunity & Contract Management Manage assigned Compass opportunities throughout their lifecycle. Maintain accurate opportunity data, including close dates, next actions, and follow-up activities. Process service contracts accurately and within agreed service level expectations. Create and maintain equipment records within Compass and SAP to support operational activities. Support contract amendments, renewals, credits, and associated administrative activities as required. Service Operations & Customer Enablement Support inventory and logistics activities required for successful service delivery, including parts availability, stock movements, and compliance with applicable procedures. Support the timely processing of work orders and associated service administration to ensure accurate billing and operational reporting. Manage customer self-fitted parts activities, including parts ordering, tracking delivery status, ensuring accurate work order documentation, and providing regular updates to customers throughout the process. Support the activation of customer e-learning programmes and SQT activations following purchase. Collaborate with internal stakeholders to ensure a seamless customer experience and efficient service delivery. The success of the role is measured on your ability to plan, coordinate, and organise tasks that will ensure that our service delivery is seamlessly effective and efficient, leaving our customers with a positively memorable experience. Within the role you will build on your customer service and sales skills and have the opportunity to undertake training to support you in the role as well as build on your sales skills which could lead to roles with our Inside Sales teams and Service Sales teams.

Preventative Maintenance Planning & Service Coordination

Preventative Maintenance Planning & Service CoordinationPreventative Maintenance Planning & Service CoordinationPreventative Maintenance Planning & Service Coordination

Take ownership of the PM planning lifecycle for your assigned region, including:

Take ownership of the PM planning lifecycle for your assigned region, including:Take ownership of the PM planning lifecycle for your assigned region, including:Take ownership of the PM planning lifecycle for your assigned region, including:

Communicate proactively with customers regarding PM scheduling, service updates, and changes to planned activities, ensuring expectations are managed effectively.

Communicate proactively with customers regarding PM scheduling, service updates, and changes to planned activities, ensuring expectations are managed effectively.Communicate proactively with customers regarding PM scheduling, service updates, and changes to planned activities, ensuring expectations are managed effectively.

Manage and maintain accurate PM schedules, records, and case data within Compass.

Manage and maintain accurate PM schedules, records, and case data within Compass.Manage and maintain accurate PM schedules, records, and case data within Compass.

Plan, schedule, and coordinate preventative maintenance activities to maximise engineer utilisation and ensure delivery within contractual service entitlements.

Plan, schedule, and coordinate preventative maintenance activities to maximise engineer utilisation and ensure delivery within contractual service entitlements.Plan, schedule, and coordinate preventative maintenance activities to maximise engineer utilisation and ensure delivery within contractual service entitlements.

Monitor PM completion performance and drive on-time execution through proactive follow-up and stakeholder engagement.

Monitor PM completion performance and drive on-time execution through proactive follow-up and stakeholder engagement.Monitor PM completion performance and drive on-time execution through proactive follow-up and stakeholder engagement.

Ensure compliance with global PM processes, standards, and operational procedures.

Ensure compliance with global PM processes, standards, and operational procedures.Ensure compliance with global PM processes, standards, and operational procedures.

Conduct regular reviews of PM cases to identify risks, implement corrective actions, and ensure activities remain on track.

Conduct regular reviews of PM cases to identify risks, implement corrective actions, and ensure activities remain on track.Conduct regular reviews of PM cases to identify risks, implement corrective actions, and ensure activities remain on track.

Track PM KPIs and performance metrics, ensuring delays, missed targets, and root causes are accurately documented.

Track PM KPIs and performance metrics, ensuring delays, missed targets, and root causes are accurately documented.Track PM KPIs and performance metrics, ensuring delays, missed targets, and root causes are accurately documented.

Contribute to continuous improvement initiatives that enhance planning effectiveness, operational efficiency, and customer service delivery.

Contribute to continuous improvement initiatives that enhance planning effectiveness, operational efficiency, and customer service delivery.Contribute to continuous improvement initiatives that enhance planning effectiveness, operational efficiency, and customer service delivery.

Opportunity & Contract Management

Opportunity & Contract ManagementOpportunity & Contract ManagementOpportunity & Contract Management

Manage assigned Compass opportunities throughout their lifecycle.

Manage assigned Compass opportunities throughout their lifecycle.Manage assigned Compass opportunities throughout their lifecycle.

Maintain accurate opportunity data, including close dates, next actions, and follow-up activities.

Maintain accurate opportunity data, including close dates, next actions, and follow-up activities.Maintain accurate opportunity data, including close dates, next actions, and follow-up activities.

Process service contracts accurately and within agreed service level expectations.

Process service contracts accurately and within agreed service level expectations.Process service contracts accurately and within agreed service level expectations.

Create and maintain equipment records within Compass and SAP to support operational activities.

Create and maintain equipment records within Compass and SAP to support operational activities.Create and maintain equipment records within Compass and SAP to support operational activities.

Support contract amendments, renewals, credits, and associated administrative activities as required.

Support contract amendments, renewals, credits, and associated administrative activities as required.Support contract amendments, renewals, credits, and associated administrative activities as required.

Service Operations & Customer Enablement

Service Operations & Customer EnablementService Operations & Customer EnablementService Operations & Customer Enablement

Support inventory and logistics activities required for successful service delivery, including parts availability, stock movements, and compliance with applicable procedures.

Support inventory and logistics activities required for successful service delivery, including parts availability, stock movements, and compliance with applicable procedures.Support inventory and logistics activities required for successful service delivery, including parts availability, stock movements, and compliance with applicable procedures.

Support the timely processing of work orders and associated service administration to ensure accurate billing and operational reporting.

Support the timely processing of work orders and associated service administration to ensure accurate billing and operational reporting.Support the timely processing of work orders and associated service administration to ensure accurate billing and operational reporting.

Manage customer self-fitted parts activities, including parts ordering, tracking delivery status, ensuring accurate work order documentation, and providing regular updates to customers throughout the process.

Manage customer self-fitted parts activities, including parts ordering, tracking delivery status, ensuring accurate work order documentation, and providing regular updates to customers throughout the process.Manage customer self-fitted parts activities, including parts ordering, tracking delivery status, ensuring accurate work order documentation, and providing regular updates to customers throughout the process.

Support the activation of customer e-learning programmes and SQT activations following purchase.

Support the activation of customer e-learning programmes and SQT activations following purchase.Support the activation of customer e-learning programmes and SQT activations following purchase.

Collaborate with internal stakeholders to ensure a seamless customer experience and efficient service delivery.

Collaborate with internal stakeholders to ensure a seamless customer experience and efficient service delivery.Collaborate with internal stakeholders to ensure a seamless customer experience and efficient service delivery.

The success of the role is measured on your ability to plan, coordinate, and organise tasks that will ensure that our service delivery is seamlessly effective and efficient, leaving our customers with a positively memorable experience.

Within the role you will build on your customer service and sales skills and have the opportunity to undertake training to support you in the role as well as build on your sales skills which could lead to roles with our Inside Sales teams and Service Sales teams.

Qualifications

Core Capabilities Strong planning, scheduling, and organisational skills with the ability to manage multiple priorities simultaneously. High attention to detail and commitment to maintaining accurate system and planning data. Proactive problem-solving skills with the ability to anticipate risks and implement effective solutions. Ability to analyse service information and prioritise activities to meet business objectives. Communication & Collaboration Fluency in English and Italian (written and spoken) is required to support customer and stakeholder communication across the region.Fluency in French language, both written and spoken, would be advantageous.Strong communication and interpersonal skills, with the ability to build effective relationships across customers and internal teams. Customer-focused mindset with the ability to manage expectations professionally and effectively. Proven ability to work collaboratively across multiple functions within a fast-paced service environment. Systems & Tools Experience working with Salesforce (Compass), SAP and Microsoft Office applications would be an advantage. Mindset Self-motivated with a strong sense of ownership and accountability. Comfortable working in a dynamic operational environment with changing priorities. Results-oriented with a focus on delivering high-quality customer service and operational excellence. Continuous improvement mindset, seeking opportunities to enhance processes, efficiency, and customer outcomes. We are proud to be a “Best Place to Work” for equality as awarded by the European Human Rights Campaign Foundation and at Wilmslow we work with a number of partners including Stonewall, STEM Women and STEM Returners in ensuring we are an open and inclusive workplace where people can bring their whole selves to work – this is really important to us! When you join Waters you can contribute to this mission by joining our Wilmslow STEM group or our European EDI Hub! Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community.Core Capabilities Strong planning, scheduling, and organisational skills with the ability to manage multiple priorities simultaneously. High attention to detail and commitment to maintaining accurate system and planning data. Proactive problem-solving skills with the ability to anticipate risks and implement effective solutions. Ability to analyse service information and prioritise activities to meet business objectives. Communication & Collaboration Fluency in English and Italian (written and spoken) is required to support customer and stakeholder communication across the region.Fluency in French language, both written and spoken, would be advantageous.Strong communication and interpersonal skills, with the ability to build effective relationships across customers and internal teams. Customer-focused mindset with the ability to manage expectations professionally and effectively. Proven ability to work collaboratively across multiple functions within a fast-paced service environment. Systems & Tools Experience working with Salesforce (Compass), SAP and Microsoft Office applications would be an advantage. Mindset Self-motivated with a strong sense of ownership and accountability. Comfortable working in a dynamic operational environment with changing priorities. Results-oriented with a focus on delivering high-quality customer service and operational excellence. Continuous improvement mindset, seeking opportunities to enhance processes, efficiency, and customer outcomes. We are proud to be a “Best Place to Work” for equality as awarded by the European Human Rights Campaign Foundation and at Wilmslow we work with a number of partners including Stonewall, STEM Women and STEM Returners in ensuring we are an open and inclusive workplace where people can bring their whole selves to work – this is really important to us! When you join Waters you can contribute to this mission by joining our Wilmslow STEM group or our European EDI Hub! Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community.Core Capabilities Strong planning, scheduling, and organisational skills with the ability to manage multiple priorities simultaneously. High attention to detail and commitment to maintaining accurate system and planning data. Proactive problem-solving skills with the ability to anticipate risks and implement effective solutions. Ability to analyse service information and prioritise activities to meet business objectives. Communication & Collaboration Fluency in English and Italian (written and spoken) is required to support customer and stakeholder communication across the region.Fluency in French language, both written and spoken, would be advantageous.Strong communication and interpersonal skills, with the ability to build effective relationships across customers and internal teams. Customer-focused mindset with the ability to manage expectations professionally and effectively. Proven ability to work collaboratively across multiple functions within a fast-paced service environment. Systems & Tools Experience working with Salesforce (Compass), SAP and Microsoft Office applications would be an advantage. Mindset Self-motivated with a strong sense of ownership and accountability. Comfortable working in a dynamic operational environment with changing priorities. Results-oriented with a focus on delivering high-quality customer service and operational excellence. Continuous improvement mindset, seeking opportunities to enhance processes, efficiency, and customer outcomes. We are proud to be a “Best Place to Work” for equality as awarded by the European Human Rights Campaign Foundation and at Wilmslow we work with a number of partners including Stonewall, STEM Women and STEM Returners in ensuring we are an open and inclusive workplace where people can bring their whole selves to work – this is really important to us! When you join Waters you can contribute to this mission by joining our Wilmslow STEM group or our European EDI Hub! Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community.

Core Capabilities

Core CapabilitiesCore CapabilitiesCore Capabilities

Strong planning, scheduling, and organisational skills with the ability to manage multiple priorities simultaneously.

Strong planning, scheduling, and organisational skills with the ability to manage multiple priorities simultaneously.Strong planning, scheduling, and organisational skills with the ability to manage multiple priorities simultaneously.

High attention to detail and commitment to maintaining accurate system and planning data.

High attention to detail and commitment to maintaining accurate system and planning data.High attention to detail and commitment to maintaining accurate system and planning data.

Proactive problem-solving skills with the ability to anticipate risks and implement effective solutions.

Proactive problem-solving skills with the ability to anticipate risks and implement effective solutions.Proactive problem-solving skills with the ability to anticipate risks and implement effective solutions.

Ability to analyse service information and prioritise activities to meet business objectives.

Ability to analyse service information and prioritise activities to meet business objectives.Ability to analyse service information and prioritise activities to meet business objectives.

Communication & Collaboration

Communication & CollaborationCommunication & CollaborationCommunication & Collaboration

Fluency in English and Italian (written and spoken) is required to support customer and stakeholder communication across the region.

Fluency in English and Italian (written and spoken) is required to support customer and stakeholder communication across the region.Fluency in English and Italian (written and spoken) is required to support customer and stakeholder communication across the region.

Fluency in French language, both written and spoken, would be advantageous.

Fluency in French language, both written and spoken, would be advantageous.Fluency in French language, both written and spoken, would be advantageous.

Strong communication and interpersonal skills, with the ability to build effective relationships across customers and internal teams.

Strong communication and interpersonal skills, with the ability to build effective relationships across customers and internal teams.Strong communication and interpersonal skills, with the ability to build effective relationships across customers and internal teams.

Customer-focused mindset with the ability to manage expectations professionally and effectively.

Customer-focused mindset with the ability to manage expectations professionally and effectively.Customer-focused mindset with the ability to manage expectations professionally and effectively.

Proven ability to work collaboratively across multiple functions within a fast-paced service environment.

Proven ability to work collaboratively across multiple functions within a fast-paced service environment.Proven ability to work collaboratively across multiple functions within a fast-paced service environment.

Systems & Tools

Systems & ToolsSystems & ToolsSystems & Tools

Experience working with Salesforce (Compass), SAP and Microsoft Office applications would be an advantage.

Experience working with Salesforce (Compass), SAP and Microsoft Office applications would be an advantage.Experience working with Salesforce (Compass), SAP and Microsoft Office applications would be an advantage.

Mindset

MindsetMindsetMindset

Self-motivated with a strong sense of ownership and accountability.

Self-motivated with a strong sense of ownership and accountability.Self-motivated with a strong sense of ownership and accountability.

Comfortable working in a dynamic operational environment with changing priorities.

Comfortable working in a dynamic operational environment with changing priorities.Comfortable working in a dynamic operational environment with changing priorities.

Results-oriented with a focus on delivering high-quality customer service and operational excellence.

Results-oriented with a focus on delivering high-quality customer service and operational excellence.Results-oriented with a focus on delivering high-quality customer service and operational excellence.

Continuous improvement mindset, seeking opportunities to enhance processes, efficiency, and customer outcomes.

Continuous improvement mindset, seeking opportunities to enhance processes, efficiency, and customer outcomes.Continuous improvement mindset, seeking opportunities to enhance processes, efficiency, and customer outcomes.

We are proud to be a “Best Place to Work” for equality as awarded by the European Human Rights Campaign Foundation and at Wilmslow we work with a number of partners including Stonewall, STEM Women and STEM Returners in ensuring we are an open and inclusive workplace where people can bring their whole selves to work – this is really important to us! When you join Waters you can contribute to this mission by joining our Wilmslow STEM group or our European EDI Hub!

Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community.