Field Service Coordinator

Role & responsibilities

Core Scope of Work

• Plan and Track Field service activities in India in form of system installation, preventive maintenance,

and repair of hardware systems at customer facility or Merck/subcontractor workshops

• Coordinate with stakeholders like customer excellence (CE) and Sales, for review, booking and

invoicing of field service orders.

• Coordinate with CE team for delivery of spare parts required for planning the service visit.

• Share the service preparation documents with customer, follow up for filled documents for review and

Service Engineer visit confirmation

• Effective utilization of Salesforce.com and Service Max for planning, reviewing, and reporting Field

service activities periodically. Create and track service revenue opportunities.

• Manage and support subcontractor activities within the region of work and ensuring subcontractors

conform to the provisions of the contract/agreement.

• Maintaining records related to subcontractor agreements, Purchase order and accounting invoicing of

the services delivered by subcontractor.

• Review and process invoices of vendors in Merck accounting systems and share payment related

information.

• Submit monthly reports as per the requirement of the business.

• Review the installation base in the region and share the list of customers eligible for service plan

renewal/new proposal to commercial teams.

• Participate in regional/country meetings with stakeholders and share the update on FS activities,

revenue update, support needs.

• Support the tracking, checking and dispatch of tools to regional field service engineers and customers.

• Support planning, oversee arrangements for FS meetings and trainings.

• Contribute to continuous process improvement to bring efficiency to Field service operations.

• Minimum travelling is required. 

Who you are:

• Degree/Diploma in Business, Engineering or relevant discipline

• 2-4 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 multi-task, flexible in a changing environment.

• Highly motivated, self-direct 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 Service Max experience will be advantageous.

• Attention to detail.

• Computer literacy in MS Excel, PowerPoint.