Installation & Training (Onboarding) Coordinator

LUMENIS; San Jose, Northern (CA, KY); Hybrid; USD 60,000 - 95,000; Full time

Job summary

Lumenis is seeking an Installation & Training Coordinator to ensure a seamless onboarding and service experience for customers. You will collaborate with Sales, Logistics, and cross-functional teams to manage orders, installation timelines, and training coordination, driving satisfaction and adoption.

The role emphasizes proactive support, data accuracy in CRM, and a strong customer-first mindset, supporting the Customer Ownership Journey from sale through first year ownership.

Qualifications

• 3+ years in customer experience, scheduling, or service coordination.
• Experience handling inquiries, scheduling, logistics, and sales order management.
• Strong communication, written and verbal, with diverse customers.
• Ability to work independently and in a team, with reliability and accountability.

Responsibilities

• Serve as the primary contact for customer inquiries and post-sale support.
• Manage and track sales orders and provide status updates to customers.
• Coordinate installation timelines and schedules for Customer Engineers and Trainers.
• Maintain accurate customer records in the CRM and ensure data quality.
• Collaborate with Sales, Finance, Logistics, and cross-functional teams to meet customer needs.
• Escalate complex issues to management and drive process improvements.

Skills

Customer experience

Scheduling

Organization

Communication

Problem solving

Education

Associate's or Bachelor's Degree preferred

Equivalent experience

Tools

CRM systems

Order management software

Job description

Join a Company That's Redefining Energy-Based Medical Technology

Lumenis brings over 60 years of industry leadership built on trust, innovation, and clinical impact. For decades, we have been a global pioneer in energy-based medical technologies across Aesthetics and Ophthalmology, trusted by physicians and healthcare providers worldwide.

At Lumenis, you'll have the opportunity to represent industry-leading technology, work alongside ambitious professionals, and build a career with a company that continues to shape the future of medical innovation.

We're growing fast - and we're looking for ambitious, competitive, relationship-driven sales professionals who want to build a career with a market leader

Job Purpose:

The Installation & Training Coordinator plays a critical role within Lumenis, responsible for delivering seamless, efficient, and positive customer experience throughout the onboarding and service process. As a key member of the Customer Experience team, this position supports the delivery, installation, clinical scheduling, and customer success, ensuring customers are effectively managed and supported from the point of sale, full system integration, and throughout the first year of ownership. The role serves as a vital partner to the Sales team, helping drive customer satisfaction, adoption, and retention by providing proactive support and coordination. Specialists collaborate with sales representatives, customers, logistics vendors, and cross-functional departments to ensure a smooth experience at every stage of the Customer Ownership Journey. Additionally, the role leverages AI-powered tools and technology to enhance customer communications, streamline processes, provide timely support, and improve overall operational efficiency.

This role requires the employee to be in the office four days a week, Monday through Thursday, with Friday as a work-from-home day.

Main Duties:

• Customer Interaction & Service Excellence:
  • Serve as the primary point of contact for customer inquiries, managing service issues, processing replacement orders, and handling post-sale support.
  • Provide exceptional customer service by responding promptly and professionally to inbound calls, emails, and other forms of communication.
  • Ensure all customer interactions reflect Lumenis' commitment to excellence, ensuring a seamless Onboarding experience for customers.
• Order Management & Coordination:
  • Manage and process sales orders, tracking progress, and provide customers with updates on the status of their orders, ensuring timely and accurate deliveries.
  • Collaborate with cross-functional teams, including sales, finance, logistics, and Customer Engineers, to ensure that all customer needs are met on time and to specification.
  • Manage and maintain schedules for Customer Engineers and Clinical Trainers, coordinating installation timelines and ensuring smooth operations.
• Problem Resolution & Troubleshooting:
  • Identify and resolve customer issues related to device issues, shipping, installation or clinical training.
  • Take proactive steps to mitigate potential delays, ensuring minimal disruption to the customer experience.
  • Escalate complex issues or concerns to management as necessary, ensuring that problems are addressed promptly and satisfactorily.
• Process Improvement & Feedback:
  • Participate in continuous improvement initiatives to enhance customer experience, offering suggestions for process optimization based on customer feedback and operational insights.
  • Provide feedback to management on recurring customer issues and contribute to team discussions about improving service procedures and policies.
• Data Management & Reporting:
  • Maintain accurate and comprehensive records of all customer interactions, including communications, onboarding status, resolutions, and feedback within the CRM system.
  • Ensure that all customer data is updated and accurate to help streamline communication and prevent errors.
• Cross-Functional Collaboration:
  • Work closely with the Customer Experience/Installation Manager to execute departmental strategies and initiatives.
  • Ensure alignment with the overall customer journey by communicating effectively with internal teams and supporting leadership in achieving customer success goals.
• Adherence to Policies and Standards:
  • Ensure compliance with all company policies and standards in every aspect of customer interaction.
  • Maintain a professional, customer-first mindset while balancing the need for operational efficiency.

Required Qualifications:

• Minimum of 3 years of experience in customer experience, scheduling, or service coordination.
• Proven experience in managing customer inquiries, scheduling, logistics, sales order management, and delivering high-quality customer support.
• Excellent verbal, written, and interpersonal communication skills, with the ability to handle diverse customer situations effectively.
• Ability to work independently and as part of a team, demonstrating accountability and reliability.
• Strong organizational skills, with the ability to manage multiple tasks and priorities in a fast-paced environment.
• Analytical skills with the ability to identify and resolve issues promptly.
• Experience with CRM systems or order management software is a plus.

Preferred Qualifications:

• Experience in sales support, logistics coordination, and customer support.
• Familiarity with medical devices or industry-specific products/services.
• Knowledge of process improvement methodologies or customer success best practices.
• Associate's or Bachelor's Degree preferred or equivalent experience.

Personal Attributes:

• Strong problem-solving abilities and a customer-first mindset.
• Ability to handle sensitive and confidential information with discretion.
• Motivated, self-driven personality with a focus on teamwork and operational excellence.

Lumenis is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, national origin, disability, protected veteran status, gender identity, or sexual orientation.

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

Applicants responding to this posting must be able to provide proof of eligibility to work in the United States.