Service Coordinator

National Seating & Mobility•Vernon, BC

13d•CA$22 - CA$24•Hybrid

About The Position

National Seating & Mobility (NSM) provides complex rehabilitation seating, mobility, and positioning systems across Canada. They specialize in personalized mobility solutions to enhance independence, safety, and comfort for clients with mobility challenges. The company aims to empower individuals, provide reassurance to families and caregivers, and offer exceptional clinical support to healthcare professionals. This Service Coordinator role is hybrid, focusing on service and delivery coordination, technical troubleshooting, and occasional equipment deliveries/pickups. The role requires a blend of customer service, technical expertise, and organizational skills to ensure customer satisfaction and efficient operations. The focus may adapt to changing business needs.

Requirements

Experience in service coordination and knowledge of the Okanagan area.
Stellar customer service skills.
Engaged and successful communication.
Ability to effectively handle multiple customer calls and in-person customer visits.
Enter and manage information in IT systems, accurately and efficiently.
Offer and develop solutions based on clients’ enquiries.
Previous experience in customer service for technical items/services.
Strong prioritizing, time management, organizational, and scheduling skills.
Attention to detail.
Proficient in MS Office and other software (e.g., order/inventory systems).
Excellent verbal and written communication skills, including active listening.
Sensitivity to working with customers/others in vulnerable and emotional situations.
Collaborative and hive-minded, engaged with the branch and forward thinking.
Ability to work quickly but accurately and adapt to a fast pace and likely changes during the work day schedule.
Physically capable of manipulating items up to 75 lbs.
Able to lift heavy equipment, work in confined spaces and bend frequently.
Ability to climb ladders and rolling staircases.
Valid driver's license.

Responsibilities

Greet and assist customers in-store, helping them choose suitable equipment.
Provide helpful solutions and set up equipment deliveries to customer homes.
Establish effective working relationships with therapists and other healthcare professionals for equipment demos, trials, and rentals.
Coordinate remote repair services for wheelchairs, lifts, and other medical equipment.
Prepare quotes for clients and funders.
Manage emails, appointments, and client records.
Assist with deliveries and pick ups of equipment from client homes, hospitals, and assisted living centers.
Administer the equipment reservation and rental process.
Maintain accurate records of customer deliveries, billings, reservations, and service (work and customer orders).
Complete quotations, work orders and customer orders accurately for efficient billing.
Modify accessories and other components to enhance the equipment’s user interface.
Complete maintenance, service, setup, and repair of NSM-owned equipment for trials and demonstrations.
Establish maintenance, service, setup, and repair of customer-owned equipment at branch and customer locations.
Troubleshoot and repair equipment issues for customers, both in-store or on-site, at customer homes.
Communicate technical assessment results of customer-owned equipment with other NSM staff, for billing or estimate (quotation) preparation.
Develop ongoing knowledge and skills through product literature, in-house training on new products and services and enhance product knowledge and improve equipment and component identification, and by attending manufacturer training courses.
Ensure NSM company stickers are on all equipment and all components of equipment that can be removed.
Check that equipment is in proper condition. Complete minor repairs on rental equipment upon return and report any issues to the Branch manager.
Adhere to scheduled appointments; promptly notify the office if running late, and complete in-store duties after appointments.
Assist fellow technicians as required, e.g., assistance with repairs.