Coordinator for Field Service Operations

MXR Imaging•Houston, TX

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 (FSEs) have the administrative tools, service tickets, and support needed to work effectively and on time. The role serves as a customer point of contact, proactively checks that customer needs are being met, and works toward the highest level of customer satisfaction. The position also supports work-order processing and review, service scheduling, quoting and billing preparation, customer follow-up, service reporting, and troubleshooting failures in preventive-maintenance automation. The role complies with company and medical-facility safety standards and promotes the Company's Vision, Mission, and Values in interactions with customers, coworkers, and suppliers. Other duties may be assigned.

Requirements

High school diploma or equivalent.
Proven work experience in a relevant customer service-oriented role.
Comfort working in a fast-paced environment with continual challenges and ongoing 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 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

Check in frequently with FSEs to review open work orders and upcoming schedules.
Monitor FSE work-order acceptance and ensure tickets are acknowledged and customers are called within service-level agreements.
Generate and send billable service quotes to customers, then follow up on their status.
Monitor FSE 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 properly formatted.
Review timesheet entries and parts used on work orders, ensuring automation has correctly assigned billable or covered status.
For billable parts, confirm that pricing has been added so parts are accurately priced on customer invoices.
Enter billing notes when necessary to provide the Accounts Receivable team with information needed to create 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 FSE 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.