Service Operations Coordinator

Vision RT Ltd; Denver (CO); On-site; USD 55,000 - 75,000; Full time

Job summary

Vision RT seeks a Service Operations Coordinator to expertly move customer orders, replacements and returns through its US operations with hands-on support to Operations, Service, Field Service Engineers and warehouses.

The role emphasizes accurate records, KPI tracking, and proactive communication to ensure on-time delivery and customer satisfaction across Sage 200, CRM and warehouse portals.

Qualifications

• Experience coordinating orders, returns and parts in a fast-paced environment.
• Proficient with Sage 200, CRM, and warehouse portals for order fulfilment.
• Strong documentation and data-entry skills to maintain accurate records.

Responsibilities

• Process customer, internal and replacement-part orders in Sage 200 and CRM with complete approvals.
• Coordinate order fulfilment, packing, dispatch and communications with Operations and warehouses.
• Track progress against KPIs and deadlines; escalate risks or missing information.
• Serve as primary contact for US replacement-part requests through shipment and closure.
• Manage spares returns to Dallas and Chicago; handle labels, RMAs and dashboard records.
• Enter materials into Dallas/Chicago warehouses and maintain stock/returns records.
• Coordinate stock transfers and ad hoc parts-collection requests, including trunk stock and amnesty parts.
• Oversee end-to-end returns process and suggest workflow improvements to Operations leadership.
• Provide R&D support for spares processing.
• Arrange domestic freight and storage for non-routine shipments.
• Respond to shipment and import queries; coordinate with carriers and Finance.
• Act as a liaison between Field Service Engineers and internal teams for logistics and schedules.

Skills

Coordination

Attention to detail

Communication

Problem solving

Tools

Sage 200

CRM systems

Warehouse portals

Job description

Vision RT is a fast-growing MedTech company transforming radiation therapy for cancer patients by helping make it more accurate, effective, and comfortable. The company is the inventor of, and a market leader in, Surface Guided Radiation Therapy (SGRT). This technology uses advanced 3D cameras to track surface data, providing enhanced guidance across every step of the radiotherapy workflow.

Our systems are used in over 3,000 clinics worldwide, including in 29 of the top 30 Best Hospitals for Cancer (source: US News and World Report 2026 rankings).

The company is recognized as one of Britain’s fastest-growing private tech companies, as featured in the 2025 Sunday Times 100 Tech list. Vision RT is also a recipient of the 2026 King’s Award for Enterprise, our fifth in 10 years. It is the UK’s most prestigious accolade for business excellence.

Company video (Available on application page)

With around 400+ employees globally and offices in the UK, Poland, and the USA, Vision RT operates independently as part of the Danish company William Demant Invest A/S, one of the world’s largest investors in healthcare companies. Employees benefit from the security and reach of being part of a large global enterprise, combined with the agility and innovation of a startup.

Vision RT is a company with strong values, a clear mission, and a bright future. It is an exciting and rewarding organization in which to work.

About The Role

The Service Operations Coordinator owns the detailed operational coordination needed to move customer orders, replacement parts and returns through the US operation accurately and on time. The role provides hands-on support to Operations, Service, Field Service Engineers, warehouses, customers and Finance, while maintaining reliable records and improving the consistency of day-to-day processes.

Key Responsibilities

• Process customer, internal and replacement-part orders in Sage 200, the CRM and relevant warehouse portals, ensuring approvals and required information are complete.
• Coordinate order fulfilment, picking, packing and dispatch with Operations, warehouse teams, Field Service Engineers and customers.
• Track order progress against agreed KPIs and deadlines, communicate status clearly and elevate risks, delays or incomplete information.
• Act as the principal contact for US replacement-part requests and follow each request through to shipment and closure.
• Manage US spares returns to Dallas and Chicago, including follow-up with Field Service Engineers, shipping labels, RMA numbers, portal updates and dashboard records.
• Process materials received into the Dallas and Chicago warehouses and maintain accurate records of stock, returns and outstanding shipments.
• Coordinate stock transfers, trunk-stock changes and ad hoc parts-collection requests, including FSE trunk stock and amnesty parts.
• End to end management of returns process, identify recurring issues in the returns and spares processes and recommend practical workflow improvements to the Operations leadership.
• R&D support for spares processing.
• Arrange domestic freight, temporary storage and shipment of systems or parts that are not routine spares requests.
• Respond to shipment, customs and import queries and coordinate resolution with carriers, customers, Operations and Service.
• Act as a coordination point between Field Service Engineers and internal teams for logistics, parts, schedules and open actions.
• Monitor operationally relevant service cases and ensure actions, delays and follow-ups remain visible to the appropriate teams.
• Support adherence to RMA, shipping, receiving and documentation requirements.
• Process time and materials purchase orders for customers without an existing contract, including cases where parts have already been supplied or remain outstanding.
• Maintain the T&M log and provide Finance with the records needed to capture revenue and invoice customers accurately.
• Liaise with Finance on missing order information, billing support and operational documentation; debt collection remains with Finance unless otherwise agreed.
• Maintain accurate order, shipment, stock, returns and customer records across Sage 200, CRM, warehouse tools and approved