Company Description
ProSys is a leading provider of isolator technology and sampling systems to the bio-pharmaceutical market. We specialize in designing and manufacturing engineered-to-order isolators for aseptic processing in ISO5 environments and the management of highly potent compounds. Our expertise extends to designing and building liquid, gas, and powder sampling systems, including those for toxic applications and high-pressure, viscous, and low-volume sampling. Founded in 1997, ProSys focuses on customer intimacy, design flexibility, equipment quality, and delivery assurance. We operate globally, with local technical and after-sales support to serve clients in the clinical, R&D, manufacturing, and consultancy sectors.
The Opportunity:
Due to growing demand to support our existing client base, ProSys is excited to announce a new role for a
Customer Experience Administrator
to join our aftersales department. This role will play a key part in ensuring exceptional customer service and smooth day-to-day operations within our global services team.
Department: Aftersales/ Services.
Reports to: Head of Global Services and Customer Experience
Location: IDA Business Park, Carrigtohill Co. Cork, T45 AP82
This position requires full-time in-office presence.
Role Overview:
The Customer Experience Administrator will support the global services team in delivering excellent customer support, efficient spares fulfilment, and smooth day-to-day service operations. This role ensures that customer queries, service requests, and parts orders are handled promptly, accurately, and to the highest standard.
Key Responsibilities:
* Serve as the first point of contact for customer service inquiries and service requests.
* Coordinate spares fulfillment and ensure timely dispatch of parts globally.
* Track and schedule service visits, remote support sessions, and follow-ups.
* Maintain accurate records of service orders, customer interactions, and KPIs.
* Support service engineers and spares fulfillment coordinators with administrative and operational tasks.
* Assist in monitoring SLA compliance and reporting on service metrics.
* Help implement service software tools and maintain up-to-date data.
* Support ad hoc projects as required by the Head of Global Services.
Experience/Requirements:
* Degree in Business or a customer service–related field.
* 1–3 years of experience in customer service, operations, or technical support.
* Strong organisational and multitasking skills.
* Good communication skills with a customer-focused mindset.
* Comfortable using software tools, databases, or ERP systems.
* Detail-oriented, proactive, and able to work independently with guidance.
Key Competencies:
* Customer service excellence
* Organisational efficiency
* Team collaboration
* Problem-solving and attention to detail