- Serve as the primary, calm and professional contact for customers reporting faults or service requests across all channels, managing expectations from first report through to resolution.
- Communicate empathetically and clearly with timely, proactive status updates and follow‑up to restore confidence and ensure satisfactory closure.
- Maintain and operate an organised escalation path for complex, urgent, or high-profile customer incidents.
- Maintain and update BOMs, parts lists and service kits for Safeline X‑ray (SLXR) equipment, and issue parts requests while coordinating dispatch and logistics with internal supply chain and depot teams.
- Provide first‑line diagnostic triage to field engineers and customers—collecting key symptoms, error codes and relevant media—and route issues to the right specialists without performing detailed root‑cause analysis.
- Capture customer feedback and provide clear summaries to internal stakeholders to drive improvements in product performance, documentation, and service delivery.
- Suggest workflow and communication improvements that enhance customer satisfaction and team efficiency.
- Collaborate closely with field service teams, supply chain, product quality, and engineering to ensure coordinated and effective customer responses.
- Promote a customer-first mindset across all support touchpoints and represent the customer perspective in internal forums.
- Experience in a fast-paced customer support or service coordination role.
- Highly organised with strong communication skills is essential.
- Experience working with international customers, ideally within an engineering or manufacturing environment.
- Proven experience managing customer communications end-to-end, including escalation handling and follow-up.
- Results-oriented with a continual improvement mindset.
- Comprehensive benefits – including annual bonus scheme, 25 days annual leave + bank holidays
- Strong Work-Life Balance – enhanced policies, focus on employee wellbeing, employee engagement events, early finish on Fridays
- Global Exposure – work with international stakeholders and teams across METTLER TOLEDO's global network
- Inclusive Culture – thrive in an environment that values authenticity, diversity, and inclusion.
- Career Progression – learn from industry experts, enhance existing skills, benefit from our commitment to training and development.
For those who prioritize precision, Mettler Toledo is precisely where you belong.
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