Coordinator for Field Service Operations

MXR Imaging•Atlanta, GA

1d•Remote

About The Position

This position coordinates interactions between customers and employees who perform onsite or remote services. The coordinator ensures Field Service Engineers have the administrative tools, service tickets, and support needed to perform their work effectively and on time, 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 role monitors work orders and schedules, supports service quoting and billing documentation, reviews work order notes and entries, produces service reports, and coordinates with customers, engineers, managers, Projects, Accounts Receivable, and IT. The position also follows company and medical facility safety standards and promotes the company’s Vision, Mission, and Values.

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 continuous learning.
Ability to work with radiology and imaging departments and 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 Microsoft Office applications, including Excel, Word, and PowerPoint, and CRM software.
Strong organizational skills and ability to prioritize tasks.

Nice To Haves

Associate degree or higher.

Responsibilities

Check in frequently with Field Service Engineers to review open work order status and upcoming schedules.
Monitor Field Service Engineer work order acceptance and ensure tickets are acknowledged and customers are contacted 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 in a timely manner.
Review completed work orders, ensuring engineer notes are detailed and formatted properly.
Review timesheet entries and parts used on work orders, verify billable or covered status assignments, and confirm pricing is added for billable parts.
Enter billing notes when needed so the Accounts Receivable team can create accurate invoices.
Generate service reports and send them to customers.
Follow up with customers during and after service events, escalate issues to Field Service Engineer Managers when needed, and build customer relationships.
Coordinate Field Service Engineer availability for projects with the Projects team and update schedules as necessary.
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.