Coordinator for Field Service Operations

About the Role

This position is responsible for coordinating the interaction between customers and employees that perform onsite or remote services. The main objectives are to ensure Field Service Engineers (FSEs) have the necessary administrative tools, service tickets, and support to perform their jobs effectively and on time, act as a point of contact for customers, proactively engage with customers to meet their needs, and achieve the highest level of customer satisfaction.

Responsibilities

• Perform frequent check-ins with FSEs to review the status of open work orders and upcoming schedules.
• Monitor FSE work order acceptance, ensuring tickets are acknowledged and customers are contacted within service level agreements (SLAs).
• Generate and send billable service quotes to customers, follow up on quote status, and check for updates.
• Monitor FSE work order queues to ensure timely updates and closures.
• Review work orders, ensuring engineer notes are detailed and properly formatted.
• Review time sheet entries and parts used on work orders, verifying correct billing status (billable or covered) and accurate pricing for billable parts.
• Enter billing notes as needed to support accurate invoice creation by the AR team.
• Generate and send service reports to customers.
• Engage with customers during and after service events, escalate issues to FSE Managers when necessary, and build customer relationships.
• Coordinate FSE availability for projects with the Projects team and update schedules as required.
• Review and address any failures with PM automation, escalating to IT when needed.
• Comply with all company and medical facility safety standards/requirements.
• Demonstrate and promote behaviors consistent with the Company's Vision, Mission, and Values in all interactions.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent.
• Proven work experience in a relevant customer service-oriented role.
• Comfortable in a fast-paced environment with a constant need for learning and adaptation.
• Ability to work with radiology and imaging departments and communicate effectively with Service and Sales management.

Preferred Qualifications

• Associate’s Degree or higher.

Travel

Minimal travel required (10-15%).

Skills

• Excellent verbal and written English communication skills.
• Ability to work effectively with internal and external customers.
• Ability to work independently and deliver timely results.
• Proficiency with MS Office applications (Excel, Word, PowerPoint) and CRM software.
• Strong organizational skills and ability to prioritize tasks.