Customer Success Manager

626•Boca Raton, FL

1d•$50,000 - $55,000•Remote

About The Position

At 626, we're more than a medical imaging service company – we're a team of problem-solvers dedicated to helping healthcare providers deliver exceptional patient care. Every day, our employees play a role in keeping critical medical imaging equipment operating so patients receive the care they need, when they need it. Whether you're supporting customers in the field, behind the scenes, or from our corporate office, your work has a direct impact on hospitals, imaging centers, physicians, and ultimately, patients across the country. 626 is a nationwide provider of diagnostic imaging equipment service, maintenance, asset management, and lifecycle solutions. Our team partners with healthcare organizations across the country to deliver responsive service, technical expertise, and innovative solutions that maximize equipment uptime and improve operational efficiency.

Requirements

Problem-solving skills to resolve issues with efficiency and professionalism
Customer service skills and positivity to enthusiastically promote the 626 brand
Account management skills to own customer relationship with minimal oversight
Ability to relay information in a fast-paced environments
Ability to multitask with different, and sometimes conflicting, events happening at the same time
Knowledge of computers for scheduling and other dispatching duties
High School Diploma or GED required

Nice To Haves

2+ years of experience in a high-volume customer service role preferred
Prior experience working in a Field Service / Equipment Maintenance industry is a plus
Some College or Degree Preferred

Responsibilities

Manage accounts for 626 to ensure a positive and stable customer relationship.
Effectively manage service events by communicating with both the Customer and 626 service team to ensure clarity throughout the service process.
Provide accurate and detailed customer updates as applicable for all service events and customer requests.
Execute on customer contractual coverages to ensure service level agreements are upheld throughout dispatch and service processes.
Follow 626’s regular quoting practices to ensure there is transparency around cost of time and materials service throughout each relevant service event and obtain formal POs when necessary.
Conduct weekly work order reviews and communicate with the billing team on any delays in performance of service or closure of work orders to support efficient billing and accurate regional financials.
Partner with Regional Scheduling Leads to provide customers details related to service events.
Coordinate with Parts Procurement to obtain status on open parts orders required for future service scheduling.
Identify when escalation to Regional Director or 626 Escalations team is necessary to meet customer needs and resolve imminent or potential future issues.
Other work as assigned by manager