Customer Success & Service Coordinator at Sixthlab Medical Nigeria Limited

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• • Customer Success & Service Coordinator at Sixthlab Medical Nigeria Limited
  • View Jobs in Healthcare / Medical / View Jobs at Sixthlab Medical Nigeria Limited

  Posted: Jul 1, 2026

  Deadline: Not specified

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  SixthLab Medical (also appearing as Sixth Lab Ventures) is a Nigeria-based company specialising in the supply and servicing of diagnostic and therapeutic medical equipment and consumables. They provide medical laboratory equipment sales: offering a wide range of diagnostic laboratory instruments (chemistry analyzers, bilirubin meters, etc.) tailored for ...
  

  Customer Success & Service Coordinator

  • Job Type Full Time
  • Qualification BA/BSc/HND
  • Experience 1 - 3 years
  • Location Lagos
  • Job Field Customer Care, Success and Service&nbsp

  Description

  • The Customer Success & Service Coordinator is responsible for ensuring excellent customer experience by serving as the primary liaison between customers, the Technical Service Team, Sales Team, and Stores Department.
  • The role coordinates customer support requests, preventive maintenance schedules, engineer assignments, reagent replenishment, service documentations, and customer follow-up activities to ensure timely resolution of customer issues and maximum equipment uptime.
  • The ideal candidate should possess a background in Science Laboratory Technology (SLT), demonstrate excellent organizational and communication skills, and be passionate about delivering exceptional customer service within the medical diagnostics industry.

  Key Responsibilities
  Customer Support & Incident Management:

  • Receive, log, and track all customer complaints, service requests, and technical issues.
  • Ensure prompt escalation of technical issues to Service Engineers.
  • Monitor incident resolution and provide timely feedback to customers.
  • Maintain service tickets and ensure all requests are closed within agreed timelines.
  • Follow up with customers after service visits to confirm satisfaction.

  Service Coordination:

  • Coordinate engineer schedules for installations, troubleshooting, corrective maintenance, and preventive maintenance (PM).
  • Prepare and maintain monthly preventive maintenance schedules.
  • Coordinate customer appointments and engineer site visits.
  • Monitor engineer attendance and completion of assigned service jobs.
  • Ensure service reports are submitted promptly after every customer visit.

  Customer Relationship Management:

  • Maintain an up-to-date customer database, including:
    • Installed equipment
    • Warranty status
    • Service history
    • Customer contacts
    • PM schedules
    • Equipment locations
  • Maintain accurate records of all customer interactions.
  • Build positive relationships with customers through regular engagement.

  Reagent & Customer Purchase Coordination:

  • Work closely with the Stores Department to monitor reagent consumption and customer stock levels.
  • Send proactive purchase reminders to customers before stock depletion.
  • Coordinate customer requests for reagents and consumables.
  • Follow up with Sales to ensure customer requests are processed promptly.
  • Maintain records of customer purchasing patterns.

  Service Administration:

  • Generate weekly and monthly service reports.
  • Track service KPIs including:
    • Number of incidents logged
    • Response time
    • Resolution time
    • PM completion rate
    • Customer satisfaction
  • Maintain service documentation and filing systems.
  • Ensure service records comply with company quality standards.

  Cross-Functional Coordination:

  • Liaise with Sales regarding customer enquiries and follow-up opportunities.
  • Coordinate with the Stores Department for spare parts and consumables availability.
  • Support the Technical Team with administrative and logistics coordination.
  • Escalate unresolved customer concerns to management where necessary.

  Education

  • OND in Science Laboratory Technology (SLT) is required.
  • Additional certifications in Customer Service or CRM systems will be an added advantage.

  Experience:

  • 1 - 3 years' experience in customer service, laboratory operations, technical support coordination, healthcare administration, or a related role.
  • Experience in a medical diagnostics, laboratory, healthcare, or medical equipment company is an added advantage.

  Required Competencies:

  • Good understanding of laboratory equipment and diagnostic workflows.
  • Knowledge of customer service principles.
  • Basic understanding of preventive maintenance scheduling.
  • Good record management and documentation skills.
  • Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
  • Experience using CRM or service management software is an advantage.

  Working Conditions:

  • Office-based with occasional customer visits.
  • May be required to coordinate activities outside normal working hours in urgent service situations.
  • Occasional travel within assigned regions.

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  Method of Application

  Interested and qualified candidates should send their CV to: [email protected] using the job title as the subject of the email.

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