Customer Support Coordinator (X-ray Equipment)

TL;DR

Customer Support Coordinator (X-ray Equipment): Coordinating international customer service requests for Safeline X-ray inspection equipment with an accent on communication, service escalation, parts logistics, and first-line diagnostics. Focus on routing complex incidents, coordinating engineers and supply chain teams, and improving service workflows for food, beverage, and pharmaceutical inspection systems.

Location: Office-based in Royston, England, United Kingdom

Company

Global manufacturer of precision instruments and services for laboratory, industrial, product inspection, process analytics, and retailing applications.

What you will do

• Act as the primary contact for customer faults and service requests from initial report through resolution.
• Provide proactive updates, manage expectations, and handle complex or urgent escalations.
• Maintain bills of materials, parts lists, and service kits while coordinating parts requests, dispatch, and logistics.
• Perform first-line diagnostic triage by collecting symptoms, error codes, and relevant media, then route issues to appropriate specialists.
• Coordinate responses with field service, supply chain, product quality, and engineering teams.
• Capture customer feedback and suggest improvements to workflows, documentation, product performance, and service delivery.

Requirements

• Experience in a fast-paced customer support or service coordination role.
• Strong organisation and communication skills.
• Experience managing customer communications end to end, including escalations and follow-up.
• Experience working with international customers, preferably in engineering or manufacturing.
• Results-oriented approach and a continuous improvement mindset.

Culture & Benefits

• Annual bonus scheme.
• 25 days of annual leave plus bank holidays.
• Enhanced work-life balance policies, employee wellbeing support, engagement events, and early Friday finishes.
• Exposure to international stakeholders and teams across a global network.
• Training, development, and career progression opportunities in an inclusive environment.