Customer Care Coordinator

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Customer Care Coordinator

Location(s): Cary, NC
(Remote)


Job Summary
We are seeking a Customer Care Coordinator to support imaging and MRI service operations in a fully remote environment. This role involves managing customer and engineer inquiries, coordinating field service activities, providing basic technical support, and ensuring timely resolution of service requests.

The ideal candidate will have strong communication, multitasking, critical-thinking, and problem-solving skills, with the ability to manage competing priorities in a dynamic, customer-focused environment.

Key Responsibilities

• Manage end-to-end customer communications for service events, including appointment scheduling, service updates, and follow-up.
• Answer and manage incoming calls from customers and service engineers in a non-call-center environment.
• Coordinate the allocation and deployment of field service resources to meet customer commitments and service requirements.
• Prioritize service requests and appointments based on urgency, customer commitments, resource availability, and operational requirements.
• Provide basic troubleshooting and first-level support for system, application, and service-related issues.
• Route complex technical issues to the appropriate service technicians, engineers, or technical support teams.
• Coordinate service dispatches and communicate relevant information to field engineers and internal stakeholders.
• Assist with equipment ordering, order management, and notifications related to system issues.
• Process customer inquiries, requests, and service orders while maintaining accurate records in designated information systems.
• Support capacity planning and resource utilization to address fluctuating service demand.
• Collaborate with customers, sales representatives, field management, and internal service teams to resolve commercial and technical issues.
• Assist with the transition to new software platforms and complete required training.
• Participate in investigating and resolving service delivery issues while maintaining customer satisfaction and service quality.
• Adapt to changing priorities, procedures, and operational requirements while maintaining accuracy and attention to detail.

Required Qualifications

• Bachelor's degree or equivalent practical experience.
• Approximately two years of vocational training or equivalent foundational knowledge, with up to one year of relevant experience.
• Strong computer skills, including Microsoft Word, Excel, PowerPoint, and Outlook.
• Excellent verbal and written communication skills.
• Strong organizational, time-management, multitasking, and problem-solving abilities.
• Ability to learn new software systems, processes, and procedures quickly.
• Strong attention to detail and the ability to manage multiple requests simultaneously.
• Ability to work independently, exercise sound judgment, and adapt to changing priorities.
• Strong customer-service orientation and the ability to communicate effectively with diverse audiences.
• Willingness to work second-shift hours, including one weekend day, and accommodate alternate schedules when required.

Preferred Qualifications

• Experience in customer-facing service coordination or customer support.
• Experience in healthcare, medical devices, imaging systems, or related technical service environments.
• Familiarity with SAP or other enterprise order-management systems.
• Experience coordinating field service resources, scheduling appointments, or dispatching technical personnel.
• Experience providing basic technical troubleshooting and first-level user support.
• Ability to support complex service issues and identify opportunities to improve response times and operational efficiency.

Required Skills

• Customer communication and service coordination
• Field service scheduling and resource allocation
• Basic technical troubleshooting and issue escalation
• Critical thinking and decision-making
• Capacity planning and prioritization
• Microsoft Office applications
• Adaptability and continuous learning
• Customer focus, accountability, and collaboration

Additional Information

• Fully remote position following any required initial onsite training.
• Company-provided laptop.
• Candidates must be comfortable working nontraditional hours and managing multiple responsibilities in a dynamic service environment.

Work Schedule: 3:00 PM–12:00 AM, with one weekend day (Saturday or Sunday). Flexibility for alternate schedules, including late-night or third-shift coverage, may be required.

Work Arrangement: Remote, with up to approximately one month of onsite training initially.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.