Coordinator for Field Service Operations

About the role

This position coordinates the interaction between customers and Field Service Engineers (FSEs) who perform onsite or remote services. The primary objectives are to ensure FSEs have the administrative tools, service tickets, and support they need to perform their jobs effectively and on time, serve as a customer point of contact, 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 to ensure tickets are acknowledged and customers are contacted within SLA requirements.
• Generate and send billable service quotes to customers, following up on quote status.
• Monitor FSE work order queues to ensure timely updates and closure of work orders.
• Conduct post-work order reviews to verify engineer notes are detailed and properly formatted.
• Review timesheet entries and parts used on work orders, ensuring automation correctly assigns billable or covered status. Confirm pricing for billable parts to ensure accurate invoicing.
• Enter billing notes as needed for the Accounts Receivable (AR) team to create accurate invoices.
• Generate service reports and send them to customers.
• Engage with customers during and after service events, escalate issues to FSE Managers when needed, and build customer relationships.
• Work with the Projects team to coordinate FSE availability for projects and update schedules as necessary.
• Review failures with preventive maintenance (PM) automation, fix issues when possible, or escalate to IT for further review.
• Comply with all company and medical facility safety standards and requirements.
• Demonstrate and promote behaviors consistent with the Company’s Vision, Mission, and Values in all interactions with customers, coworkers, and suppliers.
• Perform other duties as assigned.

Requirements

• High School Diploma or equivalent (required).
• Proven work experience in a relevant customer service-oriented role.
• Comfortable in a fast-paced environment with constant learning and challenges.
• Ability to work effectively with radiology and imaging departments and communicate with Service and Sales management.
• Minimal travel required (10-15%).

Qualifications

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

Preferred

• Associate Degree or higher.