Customer Service Specialist

Job Title: Customer Service Specialist – Engineering Support
(3D Aesthetics, Beauty & Medical Devices)

Department:
Customer Service / Technical Support

Reports To:
Customer Service Manager / Engineering Operations Director & Managing Director

Location:
3D Aesthetics, Rugby, on-site

Employment Type:
Full-Time

Job Purpose:

To act as a vital link between clients and our field engineering and Internal team, ensuring premium-level support for service requests across our portfolio of 3D Aesthetic, Beauty, and Medical Devices. This role is responsible for coordinating field service engineers for client callouts, managing customer communications, and ensuring all service activity is logged and maintained in our CRM system. You'll play a key role in upholding our commitment to industry-leading customer service and operational excellence.

Key Responsibilities:

Customer & Technical Support

• Serve as the first point of contact for all client technical support enquiries, service requests, and post-installation technical queries.
• Deliver timely and professional communication via phone, email, and CRM platforms.
• Maintain a strong understanding of our product range (e.g., laser, cryolipolysis, radiofrequency, ultrasound devices) to provide first-line support where appropriate. (Training Provided).

Field Engineer Coordination

• Schedule and dispatch field service engineers for maintenance, repairs, installations when required, and emergency callouts across clinics and medical aesthetics practices.
• Prioritise cases based on severity, contract type (e.g., warranty or service plan), and engineer availability.
• Maintain regular communication with field engineers to track service progress and ensure swift job completion.

CRM & Service Administration

• Accurately log all service requests, engineer visits, follow-ups, and case resolutions in the CRM system.
• Maintain and update client contact details, equipment records, service histories, and contract information.
• Generate service job sheets, customer satisfaction follow-ups, and internal performance reports.

Customer Experience & Satisfaction

• Provide proactive service updates and post-visit follow-ups to ensure client satisfaction.
• Identify recurring service issues or client concerns and escalate them to technical or quality management teams as needed.
• Help maintain a high Key Performance Indicator score (KPI's) and support client retention initiatives.

Key Skills & Competencies:

• Excellent communication
  and interpersonal skills with a confident, calm, and professional manner.
• Strong
  organisational and multitasking abilities
  in a fast-paced, client-facing environment.
• Technically curious and able to understand the basics of
  aesthetic and medical device functionality
  .
• Proficient with
  CRM systems
  (Zoho - Training Provided).
• Ability to
  coordinate mobile/field engineers
  and manage scheduling effectively.
• Empathy, patience, and problem-solving skills to support clinical and aesthetic professionals.
• Comfortable working independently and within cross-functional teams.

Qualifications & Experience:

• 2+ years in a
  customer service
  ,
  field service coordination
  , or
  technical support
  role — ideally in
  aesthetics, medical devices
  , or
  healthcare technology
  .
• Familiarity with service plans, warranty handling, and technical dispatch.
• Experience working with
  aesthetic clinics
  ,
  dermatology practices
  , or
  private medical providers
  is highly desirable.
• Competent with Microsoft Office, especially Outlook, Excel, and Word.
• GCSEs or equivalent (A-levels or NVQs desirable); certifications in customer service, admin, or technical coordination are a bonus.

Desirable:

• Understanding of
  aesthetic technologies
  such as cryolipolysis, RF, ultrasound, and laser systems.
• Previous experience supporting medical-grade or CE-marked devices.
• Experience with engineer route planning and service contract tracking.

What We Offer:

• A supportive and dynamic team environment within a growing aesthetics and medical devices company.
• Opportunities for professional growth and training on our cutting-edge device portfolio.
• Competitive salary and benefits.
• Industry-leading CRM tools and systems to support your role.