Coordinator for Field Service Operations

About the role

This position coordinates the interaction between customers and employees who perform onsite or remote services. The main objectives are to ensure Field Service Engineers have the administrative tools, service tickets, and support they need 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 Field Service Engineers (FSEs) to review the status of open work orders and their upcoming schedules.
• Monitor FSE work order acceptance, ensuring tickets are acknowledged and customers are contacted within SLA requirements.
• Generate and send billable service quotes to customers, following up on their 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 team to create accurate invoices.
• Generate service reports and send them to customers.
• Engage with customers during and after service events, escalating issues to FSE Managers when necessary, and build customer relationships.
• Work with the Projects team to coordinate FSE availability for projects and update schedules as needed.
• Review failures with preventive maintenance (PM) automation, fixing issues when possible or escalating 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%).

Preferred Qualifications

• Associate Degree or higher.

Skills

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