[Hiring] Coordinator for Field Service Operations @MXR Imaging, Inc.

Role Description

This position is responsible for coordinating the interaction between customers and employees that perform onsite or remote services. The main objectives of this position are to:

• Ensure that the Field Service Engineers have the administrative tools, service tickets, and support they need to perform their job effectively and on time.
• Be a point of contact for the customers.
• Pro-actively engage with the customers to ensure all needs are being met.
• Achieve the highest level of customer satisfaction.

Essential Duties include:

• Perform frequent check-ins with the FSE's to review the status of open work orders and upcoming schedules.
• Monitor FSE Work order acceptance, ensuring tickets are acknowledged and customers are called within our SLA's.
• Generate and send billable service quotes to customers, following up on the status of the quote.
• Monitor FSE work order queues to ensure work orders are updated and closed in a timely manner.
• Post work order review, ensuring engineer notes are detailed and formatted properly.
• Review time sheet entries and parts used on work orders, confirming automation correctly assigned billable or covered status.
• Enter billing notes if necessary for the AR team to create accurate invoices.
• Generate service reports and send to customers.
• Engage with customers during and after a service event, escalating issues to FSE Managers when needed.
• Build relationships with customers.
• Work with the Projects team to coordinate FSE availability for projects and update schedules as necessary.
• Review any failures with PM automation and fix when possible or escalate to IT for further review.
• Comply with all company and medical facility safety standards/requirements.
• Demonstrate and promote behaviors consistent with the Company's Vision, Mission, and Values in all interactions.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent.
• Proven work experience in a relevant customer service-oriented role.
• Comfortable in a fast-paced environment where you will constantly be challenged and expected to always be learning.
• Ability to work comfortably with various radiology and Imaging departments.
• Ability to communicate effectively with Service and Sales management.

Requirements

• Associates Degree or higher (preferred).
• Minimal travel needs: 10-15%.

Competencies

• Excellent verbal and written English communication skills.
• Ability to work effectively with internal and external customers.
• Ability to work independently and provide timely results.
• Proficient with MS Office applications, including Excel, Word, PowerPoint, and CRM software.
• Strong organizational skills and ability to prioritize tasks.

Physical Demands and Work Environment

• Remote.
• Long periods sitting and looking at the computer.