Customer Service Coordinator

For 50 years, DMS Health Technologies has delivered quality medical imaging care and service to partners and their patients. Every day, we leverage our experience and expertise to provide even greater quality imaging, care, and service.

About the role

The Mobile Imaging Service Coordinator serves as the primary point of contact for medical imaging technologists, drivers, and external healthcare facilities and their clinical staff to manage equipment repair requests and coordinate technical support, ensuring efficient service operations. This position is responsible for ensuring timely and accurate service delivery by triaging incoming requests, entering service tickets, and supporting operational workflows to maintain equipment uptime. This is an on-site, office-based position located at our Sioux Falls site at 109 South Petro Avenue. Remote or hybrid work is not available for this role.

Responsibilities

• Receive and respond to incoming service calls, emails, and online requests related to medical imaging equipment repairs and supply needs.
• Gather detailed information from customers to accurately create and prioritize work orders.
• Coordinate repair scheduling with field service engineers, vendors, and internal support teams.
• Monitor service ticket progress and follow up to ensure timely completion.
• Maintain accurate documentation in the service management system, including ticket notes, customer updates, and order confirmations.
• Provide routine and urgent status updates and communicate any delays or issues in a professional and timely manner.
• Support preventive maintenance scheduling and documentation requirements.
• Ensure all service and supply transactions comply with regulatory, quality, and company policies.
• Deliver exceptional customer service through proactive communication, problem-solving, and positive relationship building.
• Participate in process improvement initiatives to enhance service quality and efficiency.
• Review service requests to determine if equipment is under contract or will be billed for service, and obtain a customer purchase order if needed.
• Perform other essential duties as assigned, such as creating purchase orders, recording helium levels, outsource service report follow-up, and service software data entry.

Schedule

This is a daytime schedule working shifts between the hours of 7:00 a.m.–6:00 p.m., Monday – Friday, and includes a rotating on-call schedule once every three weeks. The on-call schedule is from 6:00 p.m.–midnight and from 5:00–7:00 a.m., CST Monday–Friday, and from 5:00 a.m.–midnight, CST, on Saturdays, Sundays, and DMS-observed holidays.

Pay

Earn $250/week for the on-call schedule and pay for actual hours worked during this time.

Requirements

• High school diploma or equivalent required.
• Minimum 1–2 years of customer service experience; healthcare or medical equipment experience strongly preferred.
• Strong communication and customer relationship skills with the ability to interact professionally with clinical and technical staff.
• Ability to multitask, prioritize work, and manage service calls in a fast-paced environment.
• Proficiency with computer systems, service ticketing software, and Microsoft Office applications.
• Detail-oriented with strong organizational and documentation skills.
• Demonstrated problem-solving skills and ability to remain calm and helpful under pressure.

Physical Demands

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Frequently required to stand, walk, sit, and talk or hear.
• Occasionally required to use hands to finger, handle, or feel; and reach with hands and arms.
• Required to perform keyboarding, phone pad, and ten-key skills.
• May occasionally lift and/or move up to 15 pounds.