Service Coordinator

Company Overview:

Become a part of a leading specialist in the design, supply and installation of piped medical gas distribution systems. We proudly play a vital role in hospitals around the globe in sustaining patients when they are at their most vulnerable. For over 65 years, as clinical practice has evolved, we have been at the center of the interface between the patient and the care giver, meeting the need for the increasingly complex array of life support equipment that is at the heart of the modern hospital.

Job Description:

Service Support – service scheduling and order processing (75%)

• Receive incoming requests for service of Medical Gas Equipment and communicate schedule of all service repairs within your region.

• Serve as information liaison between the Service Manager, Service Technicians, and customers – providing regular updates to customers regarding service that is in process.

• Work with the Regional Service Manager to coordinate the activities for the service department and maximizing efficiency and utilization of each service technician.

• Create and maintain scheduled service orders in the company ERP system (including both manual orders and service contracts) and facilitate the closing of service orders approved for invoicing.

• Coordinate the necessary documents with the Terms and Conditions Department for any review required according to Prokura guidelines, guiding the documents to and from, with all requested materials needed for review.

• Initiate and coordinate cross company/department purchases.

• Provide price quotations for parts and service jobs to customers as requested.

• Work with Regional Service Manager and technician to maintain accurate technician inventory counts by performing annual inventory count of each assigned technician and assisting in timely return of products to vendors/suppliers.

• Prepare credit notes and manual invoices for review by the Service Coordination Team Leader.

• Place orders for parts required to complete service and parts orders and work to expedite the delivery of these orders, as needed.

• Create and process return materials authorizations per policy and upon request.

• Edit and maintain ERP system machine install base for accurate records.

• Establish effective relationships with technicians, customers and coworkers by responding to all communications quickly and professionally.

• Support other members of the Service Coordination team as needed, during vacations, training, sickness, and extended time away from the office.

Customer Care Regional Phone Agent Support (25%)

• Will sign-on to assigned customer care agent regional telephone responsibilities. Will manage timely answering of all incoming phone calls from assigned region and assist in customer service responsibilities to assist the customer.

• Will own the call of the incoming customer (both internal and external) in order to assist or provide immediate and timely answer to inquiries made, directing them to necessary departments, and doing best to provide the most excellent of service to the customer.

• Will follow up with the caller, in a timely manner, to make sure their inquiry or issues are resolved to the customer’s satisfaction.

• Will communicate and notify immediately with the assigned customer care region’s team lead, any requested absences or removal from the phone agent duties, especially lunch time breaks, coordinating with the team lead and team members, in order to provide adequate agent phone coverage.

• Will work to communicate current status with all team members in order to create continuity and harmony within the team, building teamwork, and prevent any lack of customer care support via the phone. Perform other duties as assigned.

Days: Monday- Friday

Hours: 8am-5pm

Pay: $19.00