Technical Service Coordinator – MS Dynamics (18 Month Fixed-term Contract)


Salary: £34,525.56 + 18% Yearly bonus
Office-Based (Milton Keynes)
Hours: 37.5 hours per week (Monday–Friday, 09:00–17:30 with 1-hour lunch)


About the Role:
An exciting opportunity has arisen for a Technical Service Coordinator to join a busy Customer Support Centre, delivering first-class technical coordination and customer service across a portfolio of diagnostic and laboratory instrumentation.


This role is highly customer-facing and focuses on providing a seamless support experience, coordinating field service activity and ensuring contractual service levels and KPIs are consistently achieved.


A critical success factor in this role is strong, hands-on experience with Microsoft Dynamics CRM, which is used as the central platform for fault logging, reporting, scheduling and case management.


Key Responsibilities:
Customer Support
*Handle inbound calls via dedicated customer service hotlines
*Manage email enquiries and support requests
*Accurately log instrument faults and service activity within Microsoft Dynamics CRM
*Coordinate and schedule:
*Emergency call-outs
*Planned preventative maintenance visits
*Urgent corrective actions and engineering changes
*Work collaboratively with field service engineers to meet customer expectations and response KPIs
Reporting & Data Management
*Update cases and maintain accurate service records within Microsoft Dynamics CRM
*Collate service data and generate KPI reports for account stakeholders
*Coordinate maintenance activity with partner suppliers and customers to maximise instrument uptime
Administration
*Escalate complex customer issues where required
*Maintain CRM records for newly installed equipment
*Support inventory management processes
Business Relationship Management
*Build and maintain strong working relationships with customers and service partners
*Monitor supplier performance against contractual service levels
Compliance & Training
*Participate in required training programmes
*Report regulatory concerns appropriately
*Follow health, safety and environmental procedures
Essential Skills & Experience:
*Strong working knowledge and practical experience using Microsoft Dynamics CRM (essential and critical)
*Proficient in Microsoft Office Suite
*Minimum 2 years’ experience in a customer service, coordination or scheduling environment working to KPIs
*Experience producing KPI or service performance reports
*Excellent written and verbal communication skills
*Strong English language proficiency
*Experience handling escalations across multiple stakeholders
Desirable:
*Experience within diagnostics, laboratory or healthcare service environments
*Exposure to managed service contracts
*Commercial awareness
Key Attributes:
*Highly organised with strong attention to detail
*Able to prioritise and manage multiple service requests
*Customer-focused with a proactive problem-solving approach
*Confident working with data, reporting, and CRM systems
*Strong team collaboration
Benefits:
Holiday Entitlement 28 days plus (8 days bank holiday), Bonus, Pension, Health Care Insurance (BUPA), Cash Plan (Simplyhealth), Income Protection Insurance, Educational Grant Scheme, Employee Assistance Program, Life Insurance 6 times the annual salary, Perkbox, Gym membership.