Service Operations Coordinator - (Irving, TX)

Fotona•Irving, TX

3d•Onsite

About The Position

Fotona is seeking a Service Operations Coordinator to join their team at their US headquarters in Irving, Texas. This role is crucial for the Service Department, supporting the operational flow of service parts and acting as a liaison between customers, field engineers, R&D, Manufacturing, and Executive Leadership. The coordinator will manage the movement of service parts, reverse logistics, repair orders, and inventory accuracy, ensuring timely resolution of operational issues. Collaboration with various internal teams such as the Service Desk, Field Service, Shipping, Orders and Billing, Manufacturing, and R&D is essential. The ideal candidate will possess experience in service operations, logistics coordination, technical support, or customer service, with strong organizational, communication, and collaboration skills, and a commitment to operational excellence.

Requirements

At least 1 year of experience in Customer Care, Technical Support, or equivalent.
Ability to lift and carry up to 20 lbs. frequently, ability to lift and carry up to 50 lbs. occasionally, ability to push/pull/move very heavy equipment on wheels/casters occasionally.
Ability to stand, walk, sit, and work at a computer for extended periods frequently and throughout the day.
Ability to perform various physical activities including stooping, crouching, kneeling, climbing ladders and stairs, bending, squatting, stretching, reaching overhead and at or below shoulder level, and twisting/turning, frequently and throughout the day.
Ability to drive, use foot pedals, and operate pallet jacks or electric power lifts occasionally.
Organizational Excellence: Ability to track moving parts across different time zones.
Exceptional verbal and written communication skills.
Analytical Mindset: Comfortable working with data sets to identify patterns in device failures or shipping delays.
Experience with ERP/CRM systems.
Advanced proficiency in presentation software (PowerPoint/Google Slides) and Excel.
Proactive Follow-up: A "closer" mentality—ensuring that tasks assigned by leadership reach the finish line without supervision.
High school diploma or equivalent required.

Nice To Haves

Associate's, Bachelor's, or Technical Degree preferred.

Responsibilities

Coordinate the return of all failed service components to the manufacturer for Quality Assurance (QA) testing, ensuring accurate "Failure Analysis" documentation accompanies returned parts.
Manage the flow of service parts sent to and received from the manufacturer for customer repairs, aiming to minimize downtime.
Oversee and escalate delayed parts orders to the manufacturer to ensure customer satisfaction and timely repairs.
Monitor and enforce the return of unused service parts from customers and Field Service Engineers (FSEs) to maintain inventory accuracy.
Serve as the primary point of contact between Outside Engineers, Lab Engineers, Service Desk, Shipping, Orders, and Billing.
Lead and facilitate recurring meetings between US Service, European Manufacturing, and R&D to address and resolve quality issues.
Consult with engineers regarding specific parts required for QA testing to ensure accurate data capture for product improvement.
Monitor and maintain Key Performance Indicators (KPIs) related to device quality and operational efficiency.
Run and upkeep comprehensive quality reports, identifying trends in part failures or logistics bottlenecks.
Execute tasks and follow up on initiatives directly requested by leadership.
Collect and synthesize operational data into high-level reports and slide decks for meetings.

Benefits

Medical
Dental
FSA/HSA/HRA Options
Vision
Life
AD&D
LTD
STD
401(k) with company match
Opportunity to develop and grow a career within a fast-growing and industry-leading company.