Coordinator for Field Service Operations

MXR Imaging Inc; Las Vegas (NV); On-site; USD 52,000 - 65,000; Full time

Job summary

MXR Imaging Inc. is seeking a Customer Service Coordinator to streamline interaction between customers and Field Service Engineers, ensuring tools, tickets, and support are available to perform services on time.

You will pro-actively engage with customers, coordinate scheduling with Projects, monitor SLAs, and help generate quotes and invoices while maintaining safety and company standards.

Qualifications

• High School Diploma or equivalent.
• Proven work experience in a customer service role.
• Ability to work in fast-paced environment and learn quickly.
• Effective communication with radiology, imaging teams, and management.

Responsibilities

• Check-ins with Field Service Engineers to review status and schedule.
• Monitor work order acceptance and SLA adherence.
• Generate and send billable service quotes and follow up.
• Ensure work orders are updated and closed timely.
• Prepare detailed engineer notes and verify parts pricing for invoices.
• Enter billing notes to support invoicing accuracy.
• Generate and send service reports to customers.
• Maintain customer engagement and escalate issues when needed.
• Coordinate FSE availability with Projects team.
• Review automation failures and escalate to IT.
• Adhere to safety standards and company values.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

MS Office

CRM software

Education

High School Diploma or equivalent

Associate degree or higher

Tools

CRM software

Excel

Word

PowerPoint

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