Service Operations Coordinator

Job Title: Service Operations Coordinator – UK & Ireland

Reporting to: Hire Demo and Loans (HDL) Team Leader

Business Function: Service and Logistics, UK and Ireland (UK&I)

Location: Onsite: Swindon Head Office

Working Hours: 25 - 30 per week, Monday - Friday

Company Overview

CONMED is a global leader in medical technology, dedicated to developing and delivering surgical solutions that enable physicians to provide superior patient care and achieve better clinical outcomes.

The CONMED name is synonymous with quality and innovation, and our products are recognised as technological frontrunners in their respective fields, trusted by healthcare professionals worldwide.

With a diverse portfolio designed to meet the specific needs of each specialty, we offer our customers both choice and convenience, enhancing care at every touchpoint.

Job Summary

You will play a key role in supporting the efficient operation and continuous improvement of CONMED's UK&I Service function, coordinating service activities, managing service administration, analysing operational data, producing management reports, and supporting initiatives that enhance service performance and commercial outcomes.

Key Responsibilities

Service Coordination & Administration

• Coordinate service requests and associated administrative activities, including quotations, billing, invoicing and contract administration.
• Act as a key point of contact for customers, field representatives and internal stakeholders regarding service activities.
• Maintain accurate service records, reporting and documentation, ensuring compliance with department and company procedures.
• Coordinate repair logistics and support the efficient delivery of service operations.

Service Operations & Reporting

• Monitor and analyse service performance data, producing reporting, dashboards and insights to support operational decision-making.
• Identify trends, opportunities and operational issues, providing recommendations to improve performance and efficiency.
• Deliver regular management reporting on key service metrics, risks and business performance.
• Support continuous improvement initiatives through data analysis and process evaluation.

Commercial & Business Development Support

• Support service revenue growth by identifying commercial opportunities.
• Partner with Sales Representatives to generate qualified leads and support business development activities.
• Support service contract retention and growth, including identifying equipment upgrade and replacement opportunities.
• Monitor and report on commercial opportunity pipeline and conversion performance.

Tender & Cross-Functional Support

• Act as a key Service liaison for the Tender Team by providing technical service information, service solutions and pricing support.
• Ensure service-related information supplied for tenders is accurate, commercially competitive and submitted within deadlines.

Process Compliance

• Adhere to and uphold all company policies and regulatory standards, including business conduct, corporate ethics, quality system compliance, and regulatory affairs. Proactively familiarize yourself with the specific policies and requirements relevant to your role, ensuring these standards are fully integrated into daily operations and long-term strategic planning. Consult with management or relevant departments as needed to guarantee full compliance with corporate policies and regulatory obligations.

Person Specification

Education / Qualifications

• Full UK driving licence.
• Relevant qualification in Business Administration, Data Analysis or a related field, or equivalent practical experience.

Skill, knowledge and attributes

• Strong analytical and problem-solving skills.
• Excellent attention to detail and accuracy.
• Strong organisational and prioritisation skills.
• Effective communication and stakeholder management skills.
• Commercial awareness and customer focus.
• Proactive and continuous improvement mindset.
• Ability to work independently and collaboratively.

Experience

• Intermediate - Advanced Microsoft Excel skills.
• Experience using ERP and/or CRM systems.
• Experience producing and analysing management information (MI) reports.
• Experience working with operational or performance data to identify trends and improvement opportunities.
• Experience in an administrative or operations support environment.