Coordinator for Field Service Operations

MXR Imaging • San Antonio, TX

1d • Remote

About The Position

The Coordinator for Field Service Operations coordinates interactions between customers and employees who provide onsite or remote services. The role ensures Field Service Engineers have the administrative tools, service tickets, and support needed to work effectively and on time. The coordinator serves as a customer point of contact, proactively checks that customer needs are being met, and works to achieve a high level of customer satisfaction.

The position works with Field Service Engineers, customers, the Projects team, FSE Managers, IT, and Accounts Receivable. It also requires compliance with company and medical facility safety standards. The stated work environment is remote, with long periods of sitting and looking at a computer. Travel needs are minimal, estimated at 10–15%.

Requirements

• High school diploma or equivalent.
• Proven work experience in a relevant customer service-oriented role.
• Comfort working in a fast-paced environment with ongoing challenges and learning expectations.
• Ability to work comfortably with radiology and imaging departments.
• Ability to communicate effectively with Service and Sales management.
• Excellent verbal and written English communication skills.
• Ability to work effectively with internal and external customers.
• Ability to work independently and provide timely results.
• Proficiency with MS Office applications, including Excel, Word, and PowerPoint, and with CRM software.
• Strong organizational skills and ability to prioritize tasks.

Nice To Haves

• Associate degree or higher.

Responsibilities

• Frequently check in with Field Service Engineers to review open work orders and upcoming schedules.
• Monitor work order acceptance and ensure tickets are acknowledged and customers are called within service-level agreement timeframes.
• Generate and send billable service quotes to customers, then follow up on their status.
• Monitor Field Service Engineer work order queues to ensure work orders are updated and closed promptly.
• Review completed work orders to ensure engineer notes are detailed and properly formatted.
• Review timesheet entries and parts used on work orders, confirming automated billable or covered status assignments.
• Confirm pricing has been added for billable parts so they are accurately reflected on customer invoices.
• Enter billing notes as needed to support the Accounts Receivable team in preparing accurate invoices.
• Generate service reports and send them to customers.
• Follow up with customers during and after service events, escalate issues to FSE Managers when needed, and build customer relationships.
• Coordinate Field Service Engineer availability for projects with the Projects team and update schedules as needed.
• Review failures in preventive maintenance automation, fix them when possible, or escalate them to IT for further review.
• Comply with company and medical facility safety standards and requirements.
• Demonstrate and promote behaviors consistent with the Company's Vision, Mission, and Values in interactions with customers, coworkers, and suppliers.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED