Service Support Coordinator

Our Opening and Your Responsibilities

Are you passionate about customer care and technical coordination? As our Service Support Coordinator, you'll be the trusted link between international customers and our engineering teams for METTLER TOLEDO Safeline X\u2011ray equipment. You'll own the entire internal communication lifecycle for inbound service requests\u2014providing clear updates, precise routing, and confident expectation-setting\u2014while managing bills of materials, parts logistics, and specialist engineer deployments to deliver seamless service resolutions.

This is an office based role, at our X-ray Division in Royston. Here, we focus on designing and building advanced X-ray inspection systems used in food, beverage and pharmaceutical industries to help detect contaminants and ensure product quality.

What You'll Do

• Serve as the primary, calm and professional contact for customers reporting faults or service requests across all channels, managing expectations from first report through to resolution.
• Communicate empathetically and clearly with timely, proactive status updates and follow\u2011up to restore confidence and ensure satisfactory closure.
• Maintain and operate an organised escalation path for complex, urgent, or high-profile customer incidents.
• Maintain and update BOMs, parts lists and service kits for Safeline X\u2011ray (SLXR) equipment, and issue parts requests while coordinating dispatch and logistics with internal supply chain and depot teams.
• Provide first\u2011line diagnostic triage to field engineers and customers\u2014collecting key symptoms, error codes and relevant media\u2014and route issues to the right specialists without performing detailed root\u2011cause analysis.
• Capture customer feedback and provide clear summaries to internal stakeholders to drive improvements in product performance, documentation, and service delivery.
• Suggest workflow and communication improvements that enhance customer satisfaction and team efficiency.
• Collaborate closely with field service teams, supply chain, product quality, and engineering to ensure coordinated and effective customer responses.
• Promote a customer-first mindset across all support touchpoints and represent the customer perspective in internal forums.

What You Need to Succeed

• Experience in a fast-paced customer support or service coordination role.
• Highly organised with strong communication skills is essential.
• Experience working with international customers, ideally within an engineering or manufacturing environment.
• Proven experience managing customer communications end-to-end, including escalation handling and follow-up.
• Results-oriented with a continual improvement mindset.

Our Offer to You

• Comprehensive benefits \u2013 including annual bonus scheme, 25 days annual leave + bank holidays
• Strong Work-Life Balance \u2013 enhanced policies, focus on employee wellbeing, employee engagement events, early finish on Fridays
• Global Exposure \u2013 work with international stakeholders and teams across METTLER TOLEDO's global network
• Inclusive Culture \u2013 thrive in an environment that values authenticity, diversity, and inclusion.
• Career Progression \u2013 learn from industry experts, enhance existing skills, benefit from our commitment to training and development.

Choose what you do with your skills and