Service Support Coordinator - Customer Service

Delta Medical Systems • Brookfield, WI

10d • $24 - $30 • Hybrid

About The Position

Delta Medical Systems is seeking a customer-service professional to serve as the first point of contact for customers reporting issues with medical imaging equipment. The role coordinates service requests across customers, vendors, OEM personnel, on-site engineers, and internal teams, ensuring callers receive timely information, support, and clear next steps. The coordinator manages phone, text, and email interactions, documents each interaction, tracks commitments and activity through resolution, and escalates cases when needed. The position trains in the office and may transition to partial remote work after training. It is hybrid in Brookfield, Wisconsin. Training hours are approximately 8 a.m.–5 p.m. CST for about three months; afterward, hours are 10 a.m.–7 p.m. CST.

Delta Medical Systems, a Siemens Healthineers Advanced Partner, has delivered medical imaging solutions for over 45 years and has just over 100 employees across 13 states. The company describes a work environment that expects excellence and values laughter and camaraderie.

Requirements

• High school diploma or equivalent.
• At least two years of experience in customer service, call center operations, service dispatch, or technical support.
• Strong verbal and written communication skills.
• Ability to follow scripts and procedures while maintaining a professional customer experience.
• Strong attention to detail and documentation accuracy.
• Ability to manage multiple systems and live calls simultaneously.
• Ability to work scheduled hours and maintain reliable attendance, including during peak call periods.
• Ability to maintain a designated home workspace suitable for prolonged computer and phone use, with a quiet environment for customer conversations.
• Ability to use standard office equipment, including a computer, keyboard, mouse, monitor, and headset.

Nice To Haves

• Associate degree.
• Experience with Microsoft CE / Dynamics 365 CRM.
• Experience in healthcare, medical devices, or medical imaging environments.
• Prior experience coordinating third-party vendors or field service teams.
• Familiarity with downtime escalation procedures and service-level agreements (SLAs).

Responsibilities

• Receive and respond to inbound service requests by phone, text, and email, using empathy, professionalism, and appropriate urgency.
• Use established intake questions and scripts to gather complete and accurate equipment, site, contact, and service information.
• Document all service interactions accurately in Microsoft CE (Dynamics 365 CRM).
• Contact the appropriate service provider and remain involved to ensure customers receive information, support, and clear next steps.
• Confirm vendor case creation, response commitments, and next steps.
• Follow up with OEM personnel, on-site engineers, service providers, internal teams, and the original caller so all parties have current information.
• Identify critical system downtime events and escalate according to established procedures.
• Use respectful, practical approaches to move a case forward when initial contacts do not produce an answer.
• Notify customer leadership and internal management when an outage is prolonged, high-impact, or not progressing as expected.
• Track service activity through resolution and confirm proper case closure.
• Maintain compliance with documentation, quality, and communication standards.
• Support the company’s quality policy by complying with quality management system documentation.
• Perform other duties as assigned by the direct supervisor.

Benefits

• 401(k) retirement plan with company match.
• Excellent vacation policy, including paid family leave and paid holidays.
• Comprehensive and affordable insurance package, including medical, dental, and vision coverage.
• Company-paid short-term disability, long-term disability, and life insurance/AD&D.
• Corporate-based tech support.
• Education assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED