Job Description

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