JOB DESCRIPTION

Job Title: Nordic Service Coordinator/Technical support
Reporting to: Customer Service Manager - UKINORD
Business Function: CONMED Nordic Region
Location: Onsite, Mon – Fri, 8am until 4pm. (CONMED: Datavägen 10 D, S-436 32, Askim), with travel to help customers and colleagues in region, as needed.

JOB SUMMARY

The Nordic Service Coordinator/Technical Support role is responsible for managing the repair process, technical support, and service operations for customers across the Nordics.
This includes handling the administrative part of repairs from start to finish, providing technical assistance to customers and Territory Managers via various channels, and ensuring timely delivery of demo and loaner equipment.
The role also involves administering service agreements, coordinating maintenance workflows, managing logistics and freight, and compiling reports to support operational efficiency.
A key focus is on ensuring customer satisfaction, maintaining high-quality service standards, and collaborating with internal teams to proactively address challenges and recommend improvements.

KEY RESPONSIBILITIES

• Manage Repair Processes: Oversee all steps of the repair process for the Nordic region, including customer communication, pricing, physical handling, and data entry into the ERP system (Oracle). Ensure accuracy and attention to detail while juggling multiple tasks, including managing loaner equipment.
• Provide Technical Support: Deliver technical assistance to customers and Territory Managers via email, phone, and on-site support. Perform software updates, troubleshooting, and hands-on testing tasks.
• Coordinate Equipment Deliveries: Manage the delivery process for demo and loaner equipment, including goods reception, ERP system administration, packaging, and shipping to customers or Service and Repair Centres.
• Administer Service Agreements: Draft and update service agreements, ensuring all services are completed for equipment under these agreements and managing extended warranty processes.
• Maintain Demo and Loaner Equipment: Oversee the maintenance workflow for demo and loaner equipment to ensure optimal performance and readiness.
• Handle Freight and Logistics: Book and manage freight services for shipments.
• Generate Reports: Compile and analyze data, statistics, logs, and reports related to repairs and services as requested by management.
• Optimize Time Management: Organize tasks effectively to maximize productivity, recognizing priorities and meeting deadlines.
• Collaborate and Problem-Solve: Work closely with team members and other staff to address issues proactively and provide practical solutions.
• Support Customer Service: Serve as a backup for Nordic Customer Service, assisting customers as needed.
• Propose Improvements: Take initiative by recommending ideas to improve operations and suggesting innovative solutions.
• Develop Product Knowledge: Learn the basics of the company’s products and functions to assist customers effectively. Communicate customer needs and service ideas to Territory Managers, maintaining active collaboration.
• Foster Teamwork: Demonstrate a team-oriented approach, maintaining a courteous and respectful attitude toward colleagues and external partners.
• Compliance: Adhere to and uphold all company policies and regulatory standards, including business conduct, corporate ethics, quality system compliance, and regulatory affairs. Proactively familiarise yourself with the specific policies and requirements relevant to your role, ensuring these standards are fully integrated into daily operations and long-term strategic planning. Consult with management or relevant departments as needed to guarantee full compliance with corporate policies and regulatory obligations.