Job Description

Join Our Team as a Service Coordinator!

At National Seating & Mobility (NSM), we provide complex rehabilitation seating, mobility, and positioning systems. With a dedicated network of professionals across Canada, we specialize in delivering personalized mobility solutions that enhance independence, safety, and comfort for our clients. Our mission is to empower individuals of all ages with mobility challenges, offering reassurance to families and caregivers while providing exceptional clinical support to therapists and healthcare professionals.

We are looking for a Service Coordinator to join our team and help us continue our mission of transforming lives through mobility solutions.

Scope

As a Service Coordinator, the employee requires a strong blend of customer service, technical expertise, and organizational skills to ensure customer satisfaction and efficient services. This is a hybrid role, encompassing detailed service and delivery coordination, working closely with the technicians and delivery drivers, troubleshooting tech issues over the phone and for walk in clients, and occasional deliveries/pick ups as needed. The focus of the role may change as the business needs of the branch change.

Role and Responsibilities / Essential Functions

Customer Service Representative

• Greet and assist customers in-store, helping them choose suitable equipment.
• Provide helpful solutions and set up equipment deliveries to customer homes.
• Establish effective working relationships with therapists and other healthcare professionals for equipment demos, trials, and rentals.
• Coordinate remote repair services for wheelchairs, lifts, and other medical equipment.
• Prepare quotes for clients and funders.
• Manage emails, appointments, and client records.
• Assist with deliveries and pick ups of equipment from client homes, hospitals, and assisted living centers.
• Administer the equipment reservation and rental process; requires keen attention to detail, in-depth understanding of operating system/software, and strong paperwork and organizational skills.
• Maintain accurate records of customer deliveries, billings, reservations, and service (work and customer orders).
• Complete quotations, work orders and customer orders accurately for efficient billing.

Equipment Maintenance, Repair, and Customization

• Modify accessories and other components to enhance the equipment’s user interface.
• Complete maintenance, service, setup, and repair of NSM-owned equipment for trials and demonstrations by NSM sales and customer service staff.
• Establish maintenance, service, setup, and repair of customer-owned equipment at branch and customer locations (home or facilities).
• Troubleshoot and repair equipment issues for customers, both in-store or on-site, at customer homes.
  Communicate technical assessment results of customer-owned equipment with other NSM staff, for billing or estimate (quotation) preparation.
• Develop ongoing knowledge and skills through product literature, in-house training on new products and services and enhance product knowledge and improve equipment and component identification, and by attending manufacturer training courses.
• Ensure NSM company stickers are on all equipment and all components of equipment that can be removed (e.g., footrests).
• Check that equipment is in proper condition. Complete minor repairs on rental equipment upon return and report any issues to the Branch manager.

Additional Support

• Adhere to scheduled appointments; promptly notify the office if running late, and complete in-store duties after appointments.
• Assist fellow technicians as required, e.g., assistance with repairs.

Competencies / Skills / Other

• Experience in service coordination and knowledge of the Okanagan area, stellar customer service skills, and engaged and successful communication.
• Ability to effectively handle multiple customer calls and in-person customer visits.
• Enter and manage information in IT systems, accurately and efficiently.
• Offer and develop solutions based on clients’ enquiries.
• Previous experience in customer service for technical items/services.
• Strong prioritizing, time management, organizational, and scheduling skills.
• Attention to detail.
• Proficient in MS Office and other software (e.g., order/inventory systems).
• Excellent verbal and written communication skills, including active listening.
• Sensitivity to working with customers/others in vulnerable and emotional situations (e.g., discussing palliative care needs, delivering/picking up palliative care equipment)
• Collaborative and hive-minded, engaged with the branch and forward thinking.
• Ability to work quickly but accurately and adapt to a fast pace and likely changes during the work day schedule.
• Physically capable of manipulating items up to 75 lbs.
• Able to lift heavy equipment, work in confined spaces and bend frequently.
• Ability to climb ladders and rolling staircases.
• Valid driver's license

Why Join NSM?

• A rewarding career where you make a real difference in people’s lives.
• Employer-paid benefits, ensuring your health and well-being.
• RRSP matching program, helping you invest in your future.
• Generous paid time off, because work-life balance matters.
• Company-sponsored events, fostering a fun and inclusive team culture.
• Branded company attire, so you can represent NSM with pride.
• Competitive salary, $22- $24 per hour.

If you’re passionate about making a difference and want to be part of a team that transforms lives through mobility solutions, we’d love to hear from you!