Coordinator for Field Service Operations

MXR Imaging Inc; Atlanta (GA); Remote; USD 50,000 - 65,000; Full time

Job summary

MXR Imaging Inc. is seeking a Customer Service Coordinator to liaison between customers and Field Service Engineers, ensuring access to administrative tools, service tickets, and timely support.

You will proactively engage with customers, manage quotes, track work orders, and collaborate with the Projects team to align FSE availability, while upholding safety standards and company values.

Qualifications

• High School Diploma or equivalent.
• Proven work experience in a customer service-oriented role.
• Ability to thrive in a fast-paced environment with ongoing learning.
• Ability to communicate effectively with radiology/imaging departments and with Service and Sales management.

Responsibilities

• Perform frequent check-ins with Field Service Engineers to review open work orders and schedules.
• Monitor work order acceptance and ensure tickets are acknowledged within SLAs.
• Generate and send billable service quotes to customers and follow up on status.
• Monitor and update FSE work order queues to ensure timely closure.
• Prepare and send service reports to customers; maintain detailed billing notes for invoicing.
• Engage with customers during and after service events to maintain relationships and escalate issues as needed.
• Coordinate FSE availability for projects with the Projects team; update schedules accordingly.
• Assist with compliance to safety standards and company policies.

Skills

Customer service

Communication

MS Office

CRM software

Organization

Education

High School Diploma

Associates Degree or higher

Tools

CRM software

Job description

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 like
• Monitor FSE Work order acceptance. Make sure that tickets are being acknowledged and customers are called within our SLA's
• Generate and send billable service quotes to customers, following up and checking on status of the quote
• Monitor FSE work order queues to make sure work orders are being updated and closed in a timely manner
• Post work order review
  • Making sure engineer notes are detailed and formatted properly
  • Review 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 customers
  • Enter billing notes if necessary, so the AR team has what they need to create an accurate invoice
• Generate service reports and send to customers
• Customer engagement- Following up with customer during and after a service event, escalating issues to FSE Managers when needed, building relationships with the 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
• Complies with all company and medical facility safety standards/requirements
• Demonstrates and promotes behaviors consistent with the Company's Vision, Mission, and Values in all interactions with customers, co-workers and suppliers
• Perform 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 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