Service Operations Coordinator

PENTAX Medical; Montvale (NJ); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Comprehensive benefits program

Paid Time Off & Holidays

Job summary

PENTAX Medical is seeking a Service Operations Coordinator to support the day-to-day operations of the service department. You will coordinate administrative processes, manage communication flows, and ensure adherence to service procedures as the central point of contact for scheduling, documentation, and collaboration among repair teams, logistics, and regional stakeholders.

You will help ensure timely service delivery, maintain data quality, and support continuous improvement in inspection and

Qualifications

• Completed vocational training or a bachelor's degree in business administration, Office Management, Logistics, or a similar field – or equivalent qualification.
• Experience in a service operations, technical administration, or customer support environment; experience in medical devices is a plus.
• Familiarity with ERP systems (e.g., Microsoft Dynamics 365, Navision) and basic reporting tools (e.g., Excel).
• Strong organizational skills and attention to detail.
• Service-oriented mindset with excellent communication and coordination abilities.
• Ability to work in a structured and reliable manner, even under pressure.

Responsibilities

• Coordinate service and repair orders, ensuring accurate documentation and timely processing in ERP and service systems.
• Act as the administrative interface between technicians, customer service, logistics, and spare parts planning.
• Coordination of repair of non-PENTAX equipment (monitors, pumps...) with 3rd party
• Schedule and track service activities, including device repairs, inspections, demo device handling, and shipment coordination.
• Support data entry and reporting for service metrics (e.g., turnaround time, backlog, repair volume).
• Maintain customer and equipment records, ensuring all data is complete and in compliance with quality standards.
• Handle internal and external communication related to service requests, escalations, and status updates.
• Support service invoicing and warranty claim documentation in collaboration with finance and customer service.
• Provide structured feedback and input to the repair team to improve inspection results, repair quality, and overall process efficiency.
• Assist in internal audits, compliance reviews, and documentation control activities.
• Help implement process improvements in administrative workflows and digital tools (e.g., ERP, CRM, ticketing systems).
• The position holder proactively supports colleagues within the service organization by providing targeted information and expert guidance in line with defined processes – with the aim of fostering efficiency, knowledge transfer, and sustainable cross-functional collaboration.
• Customer focus is embedded in every role. Through collaboration, consistency, and process excellence, we ensure that every action contributes to a positive customer experience and long‑term satisfaction.
• Takes on additional responsibilities and special projects as assigned, in alignment with business needs

Skills

Organizational skills

Communication

Coordination abilities

Customer service mindset

Attention to detail

Education

Bachelor's degree / vocational training in business admin, office management, logistics

Tools

Microsoft Dynamics 365

Navision

Excel

Job description

Our mission is to improve the standard of patient care and quality of healthcare delivery by providing the best endoscopic products and services with a focus on QUALITY, CLINICALLY RELEVANT INNOVATION, and SIMPLICITY. Through leading edge R&D and manufacturing, PENTAX Medical provides endoscopic imaging devices and solutions to the global medical community.

Position Opening: Service Operations Coordinator

Why JOIN Us?

We are an established medical device leader that is preparing for high growth. This means that PENTAX is looking to invest in its team and provide a collaborative and encouraging work environment.

PENTAX Medical is proud of its comprehensive benefits program and generous Paid Time Off and Holiday policy.

Want More INFO?

The Service Operations Coordinator, supports the smooth day-to-day operations of the service department by coordinating administrative processes, managing communication flows, and ensuring compliance with service procedures. The Service Operations Coordinator is the central point of contact for scheduling, documentation, and coordination between repair teams, logistics, customer service, and regional stakeholders. The contribution of the job holder helps ensure timely service delivery, high-quality standards, and excellent customer support. The Service Operations Coordinator also provides feedback and input to the repair team to support continuous improvement in inspection and repair quality.

Responsibilities of Service Operations Coordinator

• Coordinate service and repair orders, ensuring accurate documentation and timely processing in ERP and service systems.
• Act as the administrative interface between technicians, customer service, logistics, and spare parts planning.
• Coordination of repair of non-PENTAX equipment (monitors, pumps...) with 3rd party
• Schedule and track service activities, including device repairs, inspections, demo device handling, and shipment coordination.
• Support data entry and reporting for service metrics (e.g., turnaround time, backlog, repair volume).
• Maintain customer and equipment records, ensuring all data is complete and in compliance with quality standards.
• Handle internal and external communication related to service requests, escalations, and status updates.
• Support service invoicing and warranty claim documentation in collaboration with finance and customer service.
• Provide structured feedback and input to the repair team to improve inspection results, repair quality, and overall process efficiency.
• Assist in internal audits, compliance reviews, and documentation control activities.
• Help implement process improvements in administrative workflows and digital tools (e.g., ERP, CRM, ticketing systems).
• The position holder proactively supports colleagues within the service organization by providing targeted information and expert guidance in line with defined processes – with the aim of fostering efficiency, knowledge transfer, and sustainable cross-functional collaboration.
• Customer focus is embedded in every role. Through collaboration, consistency, and process excellence, we ensure that every action contributes to a positive customer experience and long‑term satisfaction.
• Takes on additional responsibilities and special projects as assigned, in alignment with business needs

Requirements of Service Operations Coordinator

• Completed vocational training or a bachelor's degree in business administration, Office Management, Logistics, or a similar field – or equivalent qualification.
• Experience in a service operations, technical administration, or customer support environment; experience in medical devices is a plus.
• Familiarity with ERP systems (e.g., Microsoft Dynamics 365, Navision) and basic reporting tools (e.g., Excel).
• Strong organizational skills and attention to detail.
• Service-oriented mindset with excellent communication and coordination abilities.
• Ability to work in a structured and reliable manner, even under pressure

It is the ongoing policy and practice of PENTAX Medical to provide equal opportunity in employment to all employees and applicants. No person shall be discriminated against in any condition of employment because of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.