Coordinator for Field Service Operations

Make sure that tickets are being acknowledged and customers are called within our SLA'sGenerate and send billable service quotes to customers, following up and checking on status of the quoteMonitor FSE work order queues to make sure work orders are being updated and closed in a timely mannerPost work order reviewMaking sure engineer notes are detailed and formatted properlyReview time sheet entries and parts used on the work orders, making sure automation correctly assigned billable or covered status to each. Preferred:Associates Degree or higher Travel:Minimal travel needs: 10-15% Competencies:Excellent verbal and written English communication skillsAbility to work effectively with internal and external customersAbility to work independently and provide timely resultsProficient with MS Office applications, including Excel, Word, PowerPoint, and CRM softwareStrong organizational skills and ability to prioritize tasks Physical Demands and Work Environment: Remote Long periods sitting and looking at the computer

Position Summary:This position is responsible for coordinating the interaction between customers and employees that perform onsite or remote services. The main objectives of this position is 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, to be a point of contact for the customers, pro-actively engage with the customers to ensure all needs are being met, and the highest level of customer satisfaction is obtained. Essential Duties:Perform frequent check-ins with the FSE's to review the status of open work orders and what their upcoming schedule looks likeMonitor FSE Work order acceptance. Make sure that tickets are being acknowledged and customers are called within our SLA'sGenerate and send billable service quotes to customers, following up and checking on status of the quoteMonitor FSE work order queues to make sure work orders are being updated and closed in a timely mannerPost work order reviewMaking sure engineer notes are detailed and formatted properlyReview time sheet entries and parts used on the work orders, making sure automation correctly assigned billable or covered status to each. If any billable parts, confirm pricing has been added for said parts so they are accurately priced on invoices to customersEnter billing notes if necessary, so the AR team has what they need to create an accurate invoiceGenerate service reports and send to customersCustomer engagement- Following up with customer during and after a service event, escalating issues to FSE Managers when needed, building relationships with the customersWork with the Projects team to coordinate FSE availability for projects and update schedules as necessaryReview any failures with PM automation and fix when possible or escalate to IT for further reviewComplies with all company and medical facility safety standards/requirementsDemonstrates and promotes behaviors consistent with the Company's Vision, Mission, and Values in all interactions with customers, co-workers and suppliersPerform other duties as assigned Education/Experience:Required: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 along with ability to communicate effectively with Service and Sales management.   Preferred:Associates Degree or higher Travel:Minimal travel needs: 10-15% Competencies:Excellent verbal and written English communication skillsAbility to work effectively with internal and external customersAbility to work independently and provide timely resultsProficient with MS Office applications, including Excel, Word, PowerPoint, and CRM softwareStrong organizational skills and ability to prioritize tasks Physical Demands and Work Environment: Remote Long periods sitting and looking at the computer