Customer Experience Coordinator

Topcon Positioning Systems • Oakland, NJ

2d

About The Position

For over 90 years, Topcon’s vision has been to solve societal challenges around the globe. In healthcare, we are developing innovations that improve patients’ health and quality of life. We empower eye care providers with advanced imaging, diagnostic solutions, and intelligent data technology. Our robotic devices deliver simplicity without compromise, by capturing clear images with the push of a button. By joining Topcon Healthcare, you become part of a growing, diverse, global team. With office locations throughout North America, whether you are on-site, remote, or hybrid, our culture empowers you to contribute to company and personal success each day. At Topcon Healthcare, you can grow your career, gain new perspectives, and help address society’s most pressing challenges. If you have drive, passion, and a desire to be part of a collaborative team, we want to hear from you. At Topcon Healthcare, we don’t wait for the future. We invent it. Join us. Learn more about working with us at topconcareers.com The Customer Experience Coordinator is responsible for driving a positive and consistent customer journey across all field service interactions. This role involves proactively contacting customers after installations, training sessions, maintenance visits, and other service activities to collect feedback and ensure satisfaction. The coordinator monitors all customer survey results, including Net Promoter Score (NPS), identifies dissatisfied customers, and follows up to resolve issues quickly and effectively. In addition, the coordinator analyzes customer feedback to identify recurring issues or process gaps and communicates findings to the appropriate internal teams for corrective action. All communication and case activities must be accurately documented in Salesforce/ServiceMax, with critical issues escalated to senior management when needed.

Requirements

• 2–4 years of experience in customer service, customer experience, or service coordination.
• Strong communication and interpersonal skills.
• Proficiency in Salesforce, ServiceMax, or other CRM/field service tools.
• Excellent follow-up discipline and attention to detail.
• Ability to analyze feedback and identify patterns or process gaps.

Nice To Haves

• Experience with NPS or customer survey management.
• Background in field service, technical support, or service operations.
• Reporting and basic data analysis skills (Excel, dashboards, etc.).

Responsibilities

• Customer Follow-Up & Feedback Collection Contact customers after installation, training, repair, or any field service activity to gather feedback.
• Document all customer interactions, feedback, and follow-up actions in Salesforce/ServiceMax. Ensure every service-related communication is logged, accurate, and up to date.
• Survey Monitoring & NPS Management Monitor all customer surveys, with a strong focus on Net Promoter Score (NPS) results.
• Identify detractors and customers expressing dissatisfaction or concerns. Contact dissatisfied customers to understand issues, restore trust, and initiate corrective action.
• Issue Resolution & Case Management Coordinate with field service, technical support, engineering, logistics, and other departments to resolve customer issues.
• Manage each case from start to closure, ensuring timely updates and clear communication to customers. Verify customer satisfaction before closing any case.
• Scheduling Support & Coordination Support the scheduling team by assisting with the coordination and scheduling of installations, training sessions, and field service requests as needed.
• Help ensure service appointments are scheduled accurately and efficiently to meet customer expectations and operational requirements. Communicate scheduling updates or changes clearly to customers and internal teams. Document scheduling-related activities and updates in Salesforce/ServiceMax.
• Process Analysis & Reporting Analyze trends in customer feedback, surveys, and complaints to identify recurring issues or process inefficiencies.
• Prepare summary reports and insights highlighting root causes, trends, and recommended improvements. Share reports with responsible departments and follow up on corrective actions.
• Escalation Management Promptly escalate critical or high-impact customer issues to higher management. Ensure escalations are well-documented and monitored through resolution.
• Cross-Functional Collaboration Work closely with field service engineers, service managers, quality teams, and other internal departments. Support continuous improvement projects by sharing insights and contributing customer-driven recommendations.

Benefits

• Topcon offers a comprehensive benefit package for this position including medical, dental, vision, life insurance, disability insurance, tax saving spending accounts a 401(k) plan with employer match, tuition reimbursement in addition to other perks and benefits.
• We also offer time off for our employees to recharge. Our employees are eligible for paid company holidays, paid personal time off, and paid sick time that meets or exceeds state/local requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees