Customer Success & Service Coordinator

Customer Success & Service Coordinator

Sixthlab Medical Nigeria Limited is seeking a Customer Success & Service Coordinator to serve as the primary liaison between customers, technical teams, sales, and stores. You will coordinate support requests, maintenance schedules, engineer assignments, and customer follow-ups to ensure excellent service delivery in the medical diagnostics industry.

Responsibilities

• Receive, log, track, and escalate customer complaints, service requests, and technical issues
• Monitor incident resolution and provide timely customer feedback
• Maintain service tickets and ensure closure within agreed timelines
• Coordinate engineer schedules for installations, troubleshooting, and preventive maintenance
• Prepare and maintain monthly preventive maintenance schedules
• Manage customer databases including equipment, warranty status, and service history
• Monitor reagent consumption and send proactive purchase reminders to customers
• Generate weekly and monthly service reports, tracking KPIs (response time, resolution time, PM completion, customer satisfaction)
• Liaise with Sales, Stores, and Technical Teams on customer enquiries and logistics
• Escalate unresolved concerns to management

Requirements

• OND in Science Laboratory Technology (SLT) required
• 1–3 years' experience in customer service, laboratory operations, technical support coordination, healthcare administration, or related role
• Good understanding of laboratory equipment and diagnostic workflows
• Knowledge of customer service principles and preventive maintenance scheduling
• Strong record management and documentation skills
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
• Experience in medical diagnostics, laboratory, healthcare, or medical equipment company is advantageous
• CRM or service management software experience is an advantage

Working Conditions

• Office-based with occasional customer visits
• May coordinate activities outside normal working hours in urgent situations
• Occasional travel within assigned regions

How to Apply

No application instructions provided in the posting.