Service and Quality Coordinator

Job Summary: We are seeking a skilled service and quality coordinator with a strong background in customer service to join our team. This individual would be responsible to communicate with customer, handle escalations and also maintain administrative tasks for a 17025 accredited quality management system.

Responsibilities: 

• Receives and processes units in Oracle/CRM software.


• Arrange for movement of customer's equipment to other Fluke Labs or local vendors.


• Review customer purchase order for services required.


• Performs QA Verification of items returning from US labs before sending back to customer.


• Respond to customer inquiries over calls or emails regarding job status, review with management or technician and relay to customer as required.


• Follows-up with customer about the orders waiting for approval/method of payment.


• Participate in QMS related activities and manage 17025 QMS for the lab.


• Assist technical manager on quality related administrative tasks such as updating procedures, work instructions and maintaining records.


• Participate in Internal and External 9001 and 17025 audits alongside technical manager and act as a backup Quality representative for the lab.


• Prepare reports for Daily Stand-up meetings as needed.


• Handles escalations from junior service coordinators and train as needed.


• Perform other related duties as assigned.

Qualifications: 

• Must be a Canadian permanent resident or citizen.


• Associate’s degree in Business/Science/Quality and/or equivalent work experience. 


• Minimum 3 years of experience as customer service or service coordinator in a fast paced environment.


• Proven ability to communicate well with internal and external customers via phone and email.


• Excellent written and oral communication skills, excellent organizational skills.


• Good computer skills with focus on Word, Excel, Outlook, CRM and ERP systems.


• Understanding of 9001 and/or 17025 Quality system.


• Able to routinely lift up to 50 lbs.


• Good attitude. Meticulous attention to detail. Works well in a team setting. 


• Good work ethics and willingness to learn and succeed. 

Preferred: 

• Experience as service/quality coordinator in a calibration lab setting.


• Experience managing quality documents and records in a 17025 accredited organization.