Service Operations Coordinator

Vision RT•Denver, CO

About The Position

The Service Operations Coordinator owns the detailed operational coordination required to move customer orders, replacement parts and returns through Vision RT’s US operation accurately and on time. The role provides hands-on support to Operations, Service, Field Service Engineers, warehouses, customers and Finance, while maintaining reliable records and improving the consistency of day-to-day processes. The coordinator manages orders, fulfilment, replacement-part requests, warehouse stock and returns, freight and shipment queries, and related service logistics. The role also supports time-and-materials purchase orders and Finance documentation, maintains operational records across business systems, prepares regular reporting, and coordinates onboarding, procedures and process improvements. Monthly reporting includes KPIs, customer feedback, complaint trends, on-time delivery, cycle and response times, return rates, open tickets, improvement targets, Sage open orders and Cost of Poor Quality reporting.

Requirements

Experience in Operations Administration, Service Operations, order management, logistics, parts coordination or a related role.
Experience using Sage 200, ERP, CRM, warehouse or order-processing systems.
Strong organisation and attention to detail, with the ability to manage multiple orders, shipments and deadlines simultaneously.
Confident written and verbal communication with internal teams, customers, Field Service Engineers and logistics providers.
Proficiency in Microsoft Excel and the ability to maintain accurate logs, trackers and reports.
Ability to work independently, identify issues early and escalate appropriately in a fast-paced environment.

Nice To Haves

Salesforce or similar CRM experience.
Technical service, medical-device, healthcare technology or manufacturing experience.
Experience with parts returns, RMA processes, domestic freight, customs or distributed warehouse operations.
Experience supporting process improvement, standard operating procedures or continuous improvement projects.

Responsibilities

Process customer, internal and replacement-part orders in Sage 200, the CRM and relevant warehouse portals, ensuring approvals and required information are complete.
Coordinate order fulfilment, picking, packing and dispatch with Operations, warehouse teams, Field Service Engineers and customers.
Track order progress against agreed KPIs and deadlines, communicate status and escalate risks, delays or incomplete information.
Serve as the principal contact for US replacement-part requests and follow requests through shipment and closure.
Manage US spares returns to Dallas and Chicago, including follow-up with Field Service Engineers, shipping labels, RMA numbers, portal updates and dashboard records.
Process materials received into the Dallas and Chicago warehouses and maintain accurate records of stock, returns and outstanding shipments.
Coordinate stock transfers, trunk-stock changes and ad hoc parts-collection requests, including FSE trunk stock and amnesty parts.
Manage the returns process end to end, identify recurring issues in returns and spares processes, and recommend practical workflow improvements to Operations leadership.
Support R&D spares processing.
Arrange domestic freight, temporary storage and shipment of systems or parts outside routine spares requests.
Respond to shipment, customs and import queries and coordinate resolution with carriers, customers, Operations and Service.
Coordinate logistics, parts, schedules and open actions between Field Service Engineers and internal teams.
Monitor operationally relevant service cases and keep actions, delays and follow-ups visible to appropriate teams.
Support adherence to RMA, shipping, receiving and documentation requirements.
Process time-and-materials purchase orders for customers without an existing contract, including cases where parts have already been supplied or remain outstanding.
Maintain the T&M log and provide Finance with records needed to capture revenue and invoice customers accurately.
Liaise with Finance on missing order information, billing support and operational documentation; debt collection remains with Finance unless otherwise agreed.
Maintain accurate order, shipment, stock, returns and customer records across Sage 200, CRM, warehouse tools and approved spreadsheets.
Prepare routine operational updates and highlight overdue actions, recurring delays, data-quality issues and delivery risks.
Support onboarding, training and coverage arrangements for US Operations support staff and document core procedures for continuity.
Work with wider teams on standardisation, automation and cross-functional improvement initiatives affecting US Operations.
Process Installation Feedback forms and provide analysis to wider teams to improve processes.
Update CRM with accurate system utility data following Field Service Engineer site visits.
Prepare monthly reports covering KPIs, customer feedback forms, complaint trends, OTD, cycle times, response-time SLAs, return rates, open tickets, process-improvement initiative targets, Sage open orders and Cost of Poor Quality (CoPQ).