Industrial Vision & Metrology Systems
Service Coordinator
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Service Coordinator
Department: IVMS Service
Location: Barnwood, Gloucester
Description
Industrial Vision & Metrology Systems Ltd, brings together two pioneering companies, Industrial Vision Systems (IVS) and The Sempre Group (Sempre), into one powerful Smart Manufacturing company. Together, we are redefining how the world’s leading manufacturers design, measure, inspect, and optimise their production processes.
IVS, a global leader in machine vision systems, inspection technologies, and AI-powered solutions. With hundreds of systems installed worldwide. IVS earned a reputation for precision, innovation, and trust, driving factory automation across sectors from medical devices to advanced electronics.
Sempre, a measurement and metrology specialist supporting industries including aerospace, automotive, energy, and precision engineering. Through expert consultancy, advanced equipment, and digitalisation services. Sempre helps manufacturers increase productivity, improve efficiency, and embrace automation across quality and production processes.
Now, as part of Oxford Metrics Plc, the newly formed Industrial Vision & Metrology Systems - IVS & Sempre together form a single division at the forefront of Smart Manufacturing. From cutting-edge vision inspection to world-class measurement and data-driven process control, we offer a complete ecosystem of solutions for blue-chip customers across the globe.
The Role
- The role of Customer Service Coordinator is a position that requires strong customer service skills, patience, attention to detail, and the ability to organise/prioritise daily tasks to ensure all daily and weekly objectives are met.
- The ability to build up a strong rapport with customers and fellow colleagues.
- Ensure high-quality customer service for the services IVMS Ltd supply.
- To be a team player and show initiative by planning out day-to-day workload.
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Key Responsibilities
- Provide high-level service support to Customer Service Engineers and external customers.
- Interface with cross-functional work teams such as Engineering, Customer support, sales, and marketing.
- Create and maintain service information within the IVMS CRM.
- Chase Engineers to ensure the final documentation is available once a service visit is complete.
- Ensuring all in-house repairs are scheduled in a timely manner.
- Raising service cases, coordinating the service team to ensure resources, calibration artefacts, and spare parts are available for the Engineer to complete the task in the most cost-effective way.
- Timely and professionally handle customer service calls and issues arising from field service visits.
- Ability to remain calm under strict conditions and pressures.
- Ability to maintain records timely and accurately.
- Good decision-making, IT, and communication skills.
- Encouraging and motivating people; sporting a responsible attitude.
- Having interest to help and work with customers.
- Sound practical judgment of work priorities.
- Working knowledge of the MS-Office suite, especially Excel.
Accountability
- Be a supportive and approachable member of the customer service team promoting openness and honesty.
- To operate within the overall policy of the organisation and to keep within its written rules set out in the company handbook.
- Responds to broad guidelines set down by the Service Team Leader.
- Collective responsibility for Customer Service under the direction of the Service Team Leader.
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Required Skills, Knowledge, and Expertise
- Experience working in a customer service background.
- Highly organised.
- Highly motivated to deliver the best possible service to customers.
- Sets high personal standards for self, assuming responsibility and accountability for successfully completing assignments or tasks.
- Strong verbal and written communicator to report into management level.
- Able to manage several tasks simultaneously, works well under pressure, and handles stress appropriately.
- Working knowledge of MS Office products and CRM software.
Benefits
- Company Pension
- 25 days Annual Leave + Bank Holidays
- Life Cover
- Private Medical with Optical/Dental Insurance
- Cycle to work scheme
- Free On-site Parking
Why Join Us?
You’ll be joining a dynamic, high-growth organisation with innovation at its core. Based across our sites at the Harwell Science and Innovation Campus near Oxford and Barnwood in Gloucester, you will be in the heart of a thriving technology hub where collaboration, creativity, and breakthroughs happen every day.
Whether your passion lies in machine vision, automation, measurement, advanced manufacturing, or artificial intelligence, here you’ll find the opportunity to shape the factories of the future.
Be part of a team where your ideas can transform industries. Together, we’re not just keeping pace with technological change—we’re driving it.
Join us and build a smarter, more innovative tomorrow.
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