Service Operations Coordinator

Vision RT Ltd.•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 order fulfilment and logistics, replacement-part requests, warehouse and returns records, service-related coordination, and time-and-materials purchase orders. The role also supports operational reporting, process improvement, staff onboarding and coverage, and accurate updates across company systems.

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 organisational skills 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 clearly, and escalate risks, delays, or incomplete information.
Serve as the principal contact for US replacement-part requests and follow each request through shipment and closure.
Manage US spares returns to Dallas and Chicago, including Field Service Engineer follow-up, 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.
Provide R&D support for 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 between Field Service Engineers and internal teams on logistics, parts, schedules, and open actions.
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 help wider teams improve processes.
Update the 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 rate, open tickets, process-improvement initiative targets, Sage open orders, and Cost of Poor Quality reporting.