Product Service Coordinator

Baxter•Skaneateles Falls, NY

About The Position

The Product Service Coordinator supports Baxter's depot service and repair operations for medical devices, including patient monitors, EKG machines, vision screeners, and other Baxter products. The role manages service transactions in SAP, coordinates repair activities, processes customer orders, and maintains accurate documentation throughout the repair lifecycle. It combines system-based work, customer communication, and operational support to move products efficiently through the service process and back to customers.

Requirements

High school diploma or equivalent.
At least 1 year of experience in service operations, customer service, order management, logistics, administrative support, data processing, or a related environment.
Experience using computer-based systems to process orders, service transactions, customer information, or operational documentation.
Ability to accurately enter and manage data in multiple systems while supporting a high-volume workflow.
Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
Ability to type at least 40 words per minute.
Ability to lift and move materials weighing up to 40 pounds.
Must be authorized to work for any employer in the United States; visa sponsorship is not available.

Responsibilities

Receive and process returned medical devices, verify product information, and enter service-related details into SAP.
Create and maintain service records, including customer account information, billing details, return authorizations, costs, revenue data, and repair documentation.
Review incoming service paperwork and technical findings, and accurately document repair information, complaint records, and service transactions in SAP.
Create sales orders, exchange orders, loaner orders, and outbound deliveries to support repair and replacement activities.
Communicate with customers about repair estimates, purchase orders, payment information, service status updates, and product returns.
Partner with Quality, Regulatory, Customer Service, Shipping, Technical Support, Engineering, Credit, and other internal teams to support complaint investigations and service operations.
Identify and document customer complaints, escalating potential MDR-related events and quality concerns through established processes.
Support receiving and warehouse activities as needed, including processing and handling returned devices.

Benefits

Medical and dental coverage starting on day one.
Basic life, accident, short-term and long-term disability, and business travel accident insurance.
Employee Stock Purchase Plan with the ability to purchase company stock at a discount.
401(k) Retirement Savings Plan with employee contributions and company matching.
Flexible Spending Accounts.
Educational assistance programs.
Paid holidays and paid time off ranging from 20 to 35 days based on length of service.
Family and medical leaves of absence and paid parental leave.
Commuting benefits.
Employee Discount Program.
Employee Assistance Program.
Childcare benefits.