Service Coordinator (Defined Term)

About the position

The Service Coordinator works in conjunction with the Field Service organization on service related repair; preventative maintenance and installations service orders. Routes technical support calls to proper personnel using established Getinge guidelines and procedures to remain compliant in a closely monitored environment. Position will require attention to detail to ensure proper information is dispatched to the field service organization of 400+ employees.

Responsibilities

• Receives calls from Getinge phone tree for dispatch and creates and dispatches service orders per Getinge established operational procedures and compliance regulations
• Routes misdirected calls to appropriate Getinge team as required
• Obtains complete information from all customers required to create and dispatch service orders using persuasive communication skills
• Creates install orders in SAP and dispatches to field from information received from various Customer Service teams
• Supports the Technical Support Group with the creation and release of internal and external customer requests for service
• Monitors various Dispatch inboxes, ensuring field requests for service order creation are responded to in a timely manner
• Coordinates with various internal and external partners and departments to dispatch and update service orders in SAP as requested by Service management and field personnel
• Coordinates with demo/rentals and Depot team to generate RMAs for in-house repairs and restores
• Maintains and monitors Field Service Scheduler to ensure proper backup coverage for Field Service Technicians
• Receives and relays clinical emergency calls to the on-call clinicians for all ACT modalities
• Coordinates the generation, assignment and closure of Field Action service orders as required by Regulatory and Quality
• Ensures complaints are generated in compliance to Getinge SOP and properly routes requests from the DCU to relevant parties
• Any additional assignments/ ad hoc projects may be assigned by Service management

Requirements

• Associates Degree or an equivalent combination of education and relevant work experience.
• Minimum 1-year experience providing internal and/or external customer phone support, preferably supporting service or sales.

Nice-to-haves

• Preferred dispatch experience and using SAP or an industry standard ERP system.

Benefits

• Health, Dental, and Vision insurance benefits
• 401k plan with company match
• Paid Time Off
• Wellness initiative & Health Assistance Resources
• Life Insurance
• Short and Long Term Disability Benefits
• Health and Dependent Care Flexible Spending Accounts
• Commuter Benefits
• Parental and Caregiver Leave
• Tuition Reimbursement