Service Coordinator

Cepheid - US
Job Location
Sunnyvale, CA 94089
Job Description

The Service Coordinator is responsible for handling all service related activities and communications for Cepheid products. The Service Coordinator maintains a pivotal role in providing the customer with an excellent service experience. The Service Coordinator drives performance, is committed to precision, communication, quality and maintains an unwavering natural approach of consistently delivering more than the customer expects.


  • Effectively communicate with all internal business partners to ensure customer needs are met in an organized, professional and timely fashion.
  • Manage day-to-day customer communications proactively and effectively to ensure the finest customer experience.
  • Coordinate annual preventative maintenance activities while utilizing and recording all events in the proper software applications.
  • Process RMA and outbound shipments for all service related activities.
  • Monitor and maintain customer technical support events to determine shipment activities.
  • Monitor RMA’s to ensure equipment is returned for proper complaint investigation handling.
  • Process purchase orders for billable service activities which relate to service calls and preventative maintenance events.
  • Dispatch Field Service Engineers for service calls as appropriate and actively communicate with the FSE to confirm all logistics to ensure proper recording and communications.
  • Maintain precise record keeping both on paper and across multiple software platforms. Continuously drive accurate and high quality results which align with Cepheid’s high standards for customer care with continuous compliance of SOX and FDA regulations.
  • Actively seek and identify new approaches to enhance business processes.
  • Continuously meet or exceed standard performance goals as established by manager.
  • Contribute to growing department capabilities which may include assisting to build more scalable processes, supporting documentation and/or metrics needs, improving quality, etc.
  • Minimum of 3 years experience in a fast paced Customer Service or Order Management role in the Medical Device industry, or high volume manufacturing environment.
  • Strong written and verbal communication skills.
  • Superior telephone etiquette and an ability to deal effectively with internal or external customers, peers and management.
  • Strong ability to review and comprehend customer service agreements, proposals, purchase orders, and related information.
  • Strong attention to detail and problem solving skills.
  • Strong analytical and math skills to calculate figures and amounts such as discounts, percentages, etc.
  • Excellent data entry skills to quickly and accurately review and input data.
  • Work well under pressure and maintain professionalism during stressful situations.
  • Self-motivated, confident, highly dependable, and solid follow-up skills.
  • Ability to successfully interact with other departments.
  • Ability to multitask.
  • Possess an outgoing, positive attitude and a team player with strong work ethic able to perform in a fast paced environment.
  • Exceptional organizational skills to manage priorities and exercise good judgment, initiative and assertiveness.
  • Ability to follow procedural guidelines and respond to and/or research customer questions with urgency and accuracy.
  • Willingness and desire to provide outstanding customer service.
  • Knowledge of Microsoft Windows and Office products such as Word, Excel, Outlook.
How to Apply

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