Job Description

Our mission is to exceed our customers' expectations as their most reliable, innovative, and trusted lab resource. We achieve this by partnering with customers to solve their most pressing day-to-day challenges and always holding ourselves to a higher standard of product quality, exceptional service, and unmatched support.

Summary/objective

The Manager of Service Coordination is responsible for the success of the Service Coordination of the company. This role is expected to manage, coach and develop the service coordination team and establish strong business partner relationships with Commercial, Service, Quality, Supply Chain and HR to ensure the department is aligned with company objectives This role will also champion the customer and is directly involved in customer retention and responsible for driving resolution of customer concerns, and the cause of these concerns. The individual in this role must also be highly data driven with familiarity with typical field service metrics, excellent analytical skills to manage through metrics and the ability to clearly communicate with data.

Essential functions

• Collaborate with peers to design, standardize and optimize business processes, contribute to achieving best-in-class in Service Coordination
• Lead the team with clarity, compassion, and expertise. Expect the best and help the team to achieve it.
• Develop and achieve performance goals, metrics and objectives in order to achieve customer expectations
• Hold regular 1:1 meetings with direct reports
• Carry out supervisory responsibilities in accordance with Avantik’s policies and procedures. Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
• Ensure all processes are accurately documented and work instructions exist to ensure all customer requirements are met
• Liaise with commercial, supply chain, operations and quality teams to ensure timely problem solving in case of issues
• Solve complex customer service issues and proactively preventing negative service trends
• Initiate customer contact to investigate complaints and/or solicit suggestions to improve customer experience
• Responsible for the quality of the service coordination interactions with customers.
• Partner with Accounts Receivables, to accelerate Order to Cash cycle time.
• Other duties as they may be assigned.

Education/Experience Required

• Bachelor’s degree or equivalent experience required
• 10+ years working in a call center environment, preferably in Healthcare or Medical Device industry
• 5+ years of customer call center/management experience in planning, developing, organizing, directing and managing personnel
• 3+ years of Microsoft Dynamics Field Service experience
• Intermediate computer skills with Microsoft Office
• Excellent written and verbal communication skills, with the ability to build relationships across all levels of an organization
• Ability to motivate self and others to reach common goals
• Lean and/or Six Sigma certification preferred

Travel required - Yes

Avantik is an integrated medical products and services company delivering superior quality instruments, reagents, consumables, and service to the anatomic pathology market consisting of hospital, reference, and physician office laboratories in the US. The company is headquartered in Montville Township, NJ.

Avantik’s experienced team and consultative partner approach integrates consumables, service, equipment, and education so that labs focus on what matters most - having everything under control in their laboratory to deliver fast and accurate diagnoses. Avantik offers a full line of consumables and reagents for the histology lab sourced and private label Avantik branded and by distribution of other brands. Avantik has serviced all brands of OEM histology lab equipment for over 40 years and offers best-in-class responsiveness and an industry leading 97% first time fix-rate.

Avantik offers a team orientated, customer service focused environment with competitive compensation, bonus programs, medical (company covers 80% of the cost), dental and vision insurance, 401K (with a match) and more.

Learn more at

Avantik is an Equal Opportunity Employer.

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