Customer Service Specialist

DMS Health Technologies•Sioux Falls, SD

35d•$21 - $24•Onsite

About The Position

For 50 years, DMS Health Technologies has been delivering quality medical imaging care and service. 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 coordinating technical support to ensure efficient service operations. Responsible for ensuring timely and accurate service delivery by triaging incoming requests, entering service tickets and supporting operational workflows to maintain equipment uptime. The work schedule includes an on-call schedule on a rotating basis. On-call shifts include early mornings, evenings, and weekends. 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.

Requirements

High school diploma or equivalent required
Minimum 1–2 years of customer service experience
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.

Nice To Haves

healthcare or medical equipment experience strongly preferred.

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 the service requests and determine if the equipment is under contract or will be billed for service and obtain a customer purchase order if needed.
May perform other essential duties as assigned, such as creating purchase orders, recording helium levels, outsource service report follow-up, and service software data entry.
Performs other duties as assigned.