Service Support Coordinator - Customer Service

Delta Medical Systems • Brookfield, WI

1d • Hybrid

About The Position

Delta Medical Systems is seeking a customer-service professional to serve as a first point of contact for customers experiencing problems with medical imaging equipment. The coordinator receives service requests, gathers information, connects customers with appropriate service providers, communicates updates and next steps, and tracks cases through resolution. The role requires empathy, composure, organization, accurate documentation, and professional escalation when service cases stall or outages are prolonged or high-impact.

The position trains in the office and may transition to partial remote work afterward. It is based in Brookfield, Wisconsin, and is full-time. Training hours are approximately 8:00 a.m.–5:00 p.m. CST for about three months; after training, hours are 10:00 a.m.–7:00 p.m. CST. Pay is $24.00–$30.00 per hour.

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.
• High attention to detail and strong documentation accuracy.
• Ability to manage multiple systems and live calls simultaneously.
• Ability to maintain reliable attendance and work scheduled hours, including peak call periods.

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 with empathy, professionalism, and appropriate urgency.
• Use established intake questions and scripts to collect 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 support, information, 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 to keep everyone informed.
• Identify critical system downtime events and escalate according to established procedures.
• Find respectful, practical ways to move cases forward when initial contacts do not produce an answer.
• Notify customer leadership and internal management about prolonged or high-impact outages or cases that are 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.
• Medical, dental, and vision insurance.
• 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