Serves as a key liaison between customers, field service technicians, and internal business teams to ensure the successful execution of service activities and account management objectives. This role is responsible for coordinating field operations, supporting customer relationships, overseeing service technician activities for assigned accounts, and identifying opportunities to enhance customer value through indirect upselling of products and services.
The ideal candidate will possess strong customer service skills, operational coordination experience, and hands-on laboratory experience involving sample collection and analysis. The position requires effective communication, attention to detail, and the ability to work within established processes, procedures, and contractual frameworks.

Key Responsibilities

Account & Customer Management
Serve as the primary point of contact for assigned customer accounts, ensuring a high level of customer satisfaction.
Support account management activities by coordinating service delivery and responding to customer inquiries and concerns.
Build and maintain positive customer relationships through consistent communication and follow-up.
Identify customer needs and communicate potential service, product, or solution opportunities to account managers and commercial teams.
Support indirect upselling efforts by promoting value-added services and operational improvements.

Field Service Coordination
Coordinate and oversee daily activities of field service technicians assigned to customer accounts.
Ensure service schedules, work assignments, and customer requirements are communicated effectively.
Monitor service execution and provide support to field personnel to ensure timely and quality service delivery.
Assist in resolving operational issues and escalating concerns as appropriate.
Maintain service records, reports, and documentation to ensure compliance with business requirements.

Operations Support
Contribute to the development and execution of annual operational plans for the department and service team.
Assist in implementing operational improvements and process enhancements.
Communicate the impact of product, process, or procedural changes to team members and stakeholders.
Follow established guidelines, procedures, and contractual requirements to ensure consistent service delivery.
Participate in simple project activities and provide coordination support for operational initiatives.

Laboratory & Sample Analysis
Collect customer samples in accordance with established procedures and safety standards.
Perform laboratory analysis and testing on collected samples.
Document, interpret, and communicate test results accurately to internal teams and customers as required.
Maintain laboratory equipment and ensure compliance with quality and safety requirements.
Support troubleshooting efforts by providing analytical data and technical observations.

Collaboration & Communication
Work closely with business unit personnel, field service teams, laboratory staff, and account management teams.
Gather, organize, and communicate technical information to support customer and operational needs.
Participate in team meetings, performance reviews, and operational planning discussions.
Provide guidance and support to field personnel regarding customer expectations and service requirements.

Essential Requirements of the Role
Minimum of 2 years of experience in field service coordination, customer service, account management, laboratory operations, or a related industry.
Experience managing customer accounts and providing exceptional customer service.
Experience collecting samples and performing laboratory analysis/testing.
Proficiency with Microsoft Office applications and reporting tools.

Tools or Software
MS Office Suite

Education
Bachelors Degree in Chemistry or related (preferred)

Industry Background or Experience
Oilfield Services

Accreditations / Qualifications / Certification / Licenses
TWIC card (Transportation Worker Identification Credential) (Preferred by not required)

Expected Role Challenges
Managing Customer Expectations: Balancing multiple customer requests, addressing service concerns, and ensuring a high level of customer satisfaction while meeting operational commitments.
Coordinating Field Operations: Effectively scheduling and supporting field service technicians across assigned accounts, while adapting to changing priorities, urgent service needs, and operational disruptions.
Balancing Laboratory and Operational Responsibilities: Maintaining accuracy and quality in sample collection and laboratory analysis while supporting day-to-day account and service coordination activities.
Identifying Growth Opportunities: Building strong customer relationships and recognizing opportunities for additional products or services that enhance customer value and support account growth.
Working Across Multiple Stakeholders: Collaborating with customers, field personnel, laboratory teams, and business unit partners to ensure clear communication, timely issue resolution, and successful service delivery.

Working Conditions
Working at a refinery (client)
Combination of office, field, and laboratory environments.
May require occasional travel to customer locations and field sites.