Technical Services Coordinator

About Us

3D Aesthetics is one of the UK’s leading providers of advanced aesthetic technology, supplying innovative non-surgical devices and supporting clinics nationwide with training, and customer support.

We are looking for a highly organised, proactive, and solutions-focused Technical Services Coordinator to join our growing team at our Rugby Head Office.

This is a fast-paced and varied operational role, ideal for someone who thrives on coordination, planning, communication, and delivering an exceptional customer experience.

The Role

The Technical Services Coordinator acts as a vital link between clients, the Engineering team, and Client Experience, ensuring a high standard of technical support and service coordination across the 3D Aesthetics portfolio of aesthetic, beauty, and medical devices.

This hybrid role is responsible for managing incoming technical enquiries, coordinating field engineers’ diaries, maintaining accurate CRM, case, service records, and delivering clear, professional communication to clients throughout the service lifecycle. The role plays a key part in protecting customer experience, supporting operational efficiency, and ensuring service activity is accurately captured within CRM systems while working towards the SLA’s stated inside of the warrantee and service support contracts with an aim to close cases as quickly as possible with all information correctly logged and completed for future look up.

Key Responsibilities

Customer & Technical Support

• Act as the main point of contact for all technical support enquiries, service requests, and post-installation queries.
• Handle inbound calls, emails, and CRM cases professionally and efficiently in line with the ‘Customer Case Journey’ process
• Provide first-line client case support where appropriate, correctly logging all relevant information in line with the Customer Case Journey Process, and performing the corrective actions in respect of trouble shooting, and getting client machines operational again
• Maintain a working knowledge of the device portfolio (laser, cryolipolysis, radiofrequency, ultrasound, etc.)
• Triage initial customer queries in line with company triage documents
• Supporting Customer Service Team with answering phone calls where required.

Online Ordering Portal Support

Support customers in using the online consumables ordering platform.

Ensure you can confidently:

• assist with account access
• guide customers through ordering
• support product selection and checkout
• troubleshoot basic issues

Encourage adoption of the portal during customer interactions.

Identify and escalate any recurring issues or barriers to usage.

Engineering Support & Field Engineer Scheduling

• Schedule, dispatch, and coordinate field service engineers for:
• Repairs and maintenance
• Warranty and service plan callouts
• Re-delivery and emergency visits
• Prioritise and brief cases based on urgency, contract type, and engineer availability for field-based and workshop activities.
• Maintain ongoing communication with engineers to track job progress and completion in line with the ‘Customer Case Journey’.
• Support route planning and efficient use of engineering resources arranging travel and other logistical requirements where necessary.
• Provide day-to-day administrative support to the Engineering team, ensuring service-related activities are organised, recorded and followed through efficiently.
• Coordinate the tracking of loan equipment and items returned for repair, ensuring records are kept accurate and items are correctly booked in and out.

CRM & Service Administration

• Accurately log all service requests, engineer visits, actions, and resolutions within CRM.
• Maintain up-to-date client records, including:
• Contact details
• Equipment serial numbers
• Service history
• Warranty and service plan status
• Generate service job sheets, follow-up tasks, and internal service reports in line with the ‘Customer Case Journey’
• Maintain accurate records of loan items, including booking items in and out of stock and ensuring inventory records are kept up to date.
• Support audit readiness through accurate documentation and record keeping.

Customer Experience & Service Quality

• Provide proactive service updates to clients throughout the Client Case Journey.
• Carry out post-visit follow-ups to confirm satisfaction and capture feedback.
• Identify recurring service issues or trends and escalate to Engineering or Quality teams.
• Support the achievement of departmental KPIs, service SLAs, and client retention objectives.
• Closure of cases when complete in line with Customer Case Journey.

Customer Complaint Handling

• Act as a professional and calm point of contact for customer complaints, concerns, and escalated service issues.
• Ensure all customer complaints are accurately logged, investigated, and managed in line with company procedures, the ‘Customer Case Journey’, and the Company Complaints Procedure where applicable.
• Take ownership of complaint resolution where appropriate, ensuring timely follow-up, clear communication, and regular customer updates throughout the process.
• Liaise with Engineering, Customer Services, Logistics, and Management teams to support effective complaint investigation and resolution.
• Escalate serious, unresolved, or high-risk complaints to the Head of Client Experience or senior management where required.
• Maintain professionalism and protect the reputation of the business when handling sensitive or challenging customer situations.
• Identify recurring complaint themes, operational issues, or service trends and report findings to management to support continual improvement initiatives.
• Support accurate reporting of complaints relating to leasing companies, service contracts, warranties, and regulated device support where applicable.
• Ensure all complaint outcomes, actions, and resolutions are fully documented within CRM and internal systems in line with the Company Complaints Procedure and record retention requirements.
• Assist with maintaining high levels of customer satisfaction, client retention, and service quality standards.

Reporting

· Producing half monthly and end of month management information in line with management reporting process

· Report back to leasing company to update Shire on status of back to backs and buy backs and any client complaints received into shire requiring 3D input

· Continual improvement towards analytical dashboards to improve information accuracy and visibility.

Cross-Department Collaboration

• Work closely with:
• Customer Services
• Engineering
• Logistics
• Sales and Training (where required)
• Support smooth internal handovers and clear communication between teams.
• Act as a professional escalation point between customers and Engineering when required.
• Ensure all cases are correctly documented and completed before closing.

Skills & Competencies Required

• Excellent communication and interpersonal skills with a calm, professional approach.
• Strong organisational skills with the ability to manage multiple priorities.
• Technically curious with an interest in understanding how devices work.
• Confident use of CRM systems
• Ability to coordinate mobile engineers and manage service schedules effectively.
• Strong problem-solving skills and customer-first mindset.
• Comfortable working independently and as part of a cross-functional team.

Qualifications & Experience

• Minimum 2 years’ experience in:
• Customer Services
• Technical Support
• Field Service Coordination
• Experience within aesthetics, medical devices, healthcare, or technical equipment environments is highly desirable.
• Familiarity with service plans, warranties, and technical dispatch processes.
• Competent in Microsoft Office (Outlook, Excel, Word).
• GCSEs or equivalent required (A-levels, NVQs, or relevant certifications desirable).

Desirable Experience

• Exposure to aesthetic or medical technologies (laser, RF, cryolipolysis, ultrasound).
• Experience supporting CE-marked or medical-grade devices.
• Engineer route planning and service contract tracking experience.

What We Offer

• Opportunity to join a rapidly growing and exciting company
• Supportive and collaborative team environment
• Varied and fast-paced role with genuine responsibility
• Ongoing development and progression opportunities
• Staff benefits and employee discounts
• Modern Head Office working environment

Salary available for negotiation depending on experience

Pay: From £25,000.00 per year

Work Location: In person