Founded in 1967, ImageFIRST® is the largest and only national linen rental and laundry service specializing in the healthcare market. Acquired by private equity firm Calera Capital in 2018, ImageFIRST serves medical facilities nationwide providing linen, patient gowns, scrubs, and more while managing their clients’ linen inventory for cost management. As leaders in infection prevention, they currently own and operate the most HLAC-accredited facilities in the industry. With one of the highest customer retention rates in the industry – 97% – ImageFIRST is dedicated to improving patient satisfaction and making staff happy with our white glove service!
Check out our company page: https://www.imagefirst.com/company/
The Service Operations Coordinator is a service leadership role responsible for ensuring coordination between the plant and service teams as well as monitoring daily execution of ImageFIRST service standards. This position ensures daily route execution, including product control, invoice accuracy, loadout management, fleet readiness, and compliance, through a face-to-face daily check-in with each Customer Advocate. The Service Operations Coordinator uses data and reporting tools to monitor route performance, identify trends, and uncover revenue and EBITDA growth opportunities. The Service Operations Coordinator partners closely with Customer Advocates, District Service Managers, Plant Managers, and cross-functional teams to improve service quality, drive customer loyalty, and resolve issues in real time.
Route Check-In & Route Execution• Conduct daily face-to-face check-ins with all Customer Advocates using the Check-In Tool, coveringauthorization edit review, route notes, work orders, loadout completion, decontamination logs, cleanreturn, and field scan activity.• Verify all 3-Deep customer contacts are entered and accurate for each route daily.• Review and approve daily work order entries and error logs.• Update, and confirm Handheld (route) notes• Track Customer Success Wins and new sales leads and inform District Service Managers and salesleaders where they need to support Customer Advocate.• Review delivery sequence monthly and prior to Customer Advocate PTO.• Inspect loading dock daily
Compliance, Safety, and Fleet Management• Ensure strict compliance with all DOT (Department of Transportation) safety requirements• Review Daily Driver Vehicle Inspection Reports (DVIRs) and monitor Hours of Service compliance.
Product Control & Inventory Management• Attend and co-lead the weekly product control meetings with the plant manager.• Attend Tier 2 meetings with the plant leadership• Review the Product Usage and Load Comparison Report daily to monitor loadout accuracy.• Coordinate with District Service Managers to schedule Targeted Inventory Management Plans (TIMPs)when Customer Advocates cannot access customer locations for inventory or data shows over or underutilization• Verify loadout completion report daily to ensure Customer Advocates are fully loaded.• Manage loadout cuts and surplus product in coordination with the Plant Manager, communicatingchanges to affected Customer Advocates.• Monitor and adjust par levels based on customer usage trends and CA feedbac.• Review curtain change reports to ensure panels are available and changed on schedule.• Review clean return reports to identify product flow issues.• Support and help manage the ImageFIRST Garment Program within a location (e.g., Garment Guaranteeprogram, defective scans, work order maintenance, proactive customer management etc.), activelycoaching CAs and resolving challenges.
Invoice Accuracy & Financial Oversight• Review invoices for the next delivery day with the CA during check-in using the Un-Updated InvoiceReport, correcting errors through adjustment entries.• Review the Price Audit Report to eliminate pricing errors such as missing prices, suggested prices, orduplicate pricing on items.• Review the Threshold Analysis Report weekly to identify accounts with significant billing changes.
Customer Experience & Loyalty• Assist to resolve customer concerns quickly and effectively by coordinating across plant, service, andsales teams.• Support new customer account setup and installation, including loadouts, Delivery Master Fileconfiguration, and invoice/program review, with follow-up to ensure successful onboarding.
Training, Development, and CA Support• Build trust with Customer Advocates by being responsive, following through, and being present on thedock and in the plant.• Support new Customer Advocates as outlined in their Onboarding Curriculum (systems set up &training, uniform compliance, etc.)• Provide ongoing coaching and performance feedback through daily check-in engagement. This is toreinforce DSM feedback. Periodically responsible for disseminating individual CA training duringcheck-ins.• Escalate repeated performance issues to District Service Managers with supporting documentation.
Qualifications• High School Diploma or equivalent required; Associate degree or higher preferred.• Proven leadership and coaching ability• Strong analytical and problem-solving skills• Intermediate computer and reporting system proficiency. Fluency in Microsoft Suite products.• Excellent communication and customer service skills• Valid Driver’s License with a clean driving record• Must possess or obtain a DOT (Department of Transportation) medical certification within a designatedtimeframe
$80k to $90K + performance bonus
EOE / Drug-Free Workplace
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by applicable law. We are fueled by the talent, passion, and diversity of our associates.
Founded in 1967, ImageFIRST® is the largest and only national linen rental and laundry service specializing in the healthcare market. Acquired by private equity firm Calera Capital in 2018, ImageFIRST serves medical facilities nationwide providing linen, patient gowns, scrubs, and more while managing their clients’ linen inventory for cost management. As leaders in infection prevention, they currently own and operate the most HLAC-accredited facilities in the industry.
With one of the highest customer retention rates in the industry – 97% – ImageFIRST is dedicated to improving patient satisfaction and making staff happy with our white glove service! Did you know that our Comfort Care gowns increase patients’ favorable perception of a facility by more than 50%?
For more information about ImageFIRST, your cost-effective solution for greater patient satisfaction, call 1-800-932-7472 or visit imagefirst.com.
ImageFIRST is an equal opportunity employer composed of remarkable associates who reflect the unique diversity of the communities we serve. We are fully committed to cultivating a culture where all associates feel included, represented, and valued.
#ImageFIRST #PatientExperience #InventoryManagement #LinenRental
