Customer Service Specialist

Customer Service Coordinator

Bright Minds, Better Calls: Make a Real Difference!

For 50 years, DMS Health Technologies has had the honor and privilege of delivering quality medical imaging care and service to our partners and their patients. Every day, we take that experience, expertise and direction that comes with 50 years to be leaders who deliver even greater quality imaging, care, and service.

The Mobile Imaging Service Coordinator serves as the primary point of contact for medical imaging technologists, drivers, and external healthcare facilities and their clinical staff to manage equipment repair requests and coordinating technical support to ensure efficient service operations. Responsible for ensuring timely and accurate service delivery by triaging incoming requests, entering service tickets and supporting operational workflows to maintain equipment uptime. The work schedule includes an on-call schedule on a rotating basis. On-call shifts include early mornings, evenings, and weekends.

This is an on-site, office-based position located at our Sioux Falls site at 109 South Petro Avenue. Remote or hybrid work is not available for this role.

Essential Duties:

1. Receive and respond to incoming service calls, emails, and online requests related to medical imaging equipment repairs and supply needs.
2. Gather detailed information from customers to accurately create and prioritize work orders.
3. Coordinate repair scheduling with field service engineers, vendors, and internal support teams.
4. Monitor service ticket progress and follow up to ensure timely completion.
5. Maintain accurate documentation in the service management system, including ticket notes, customer updates, and order confirmations.
6. Provide routine and urgent status updates and communicate any delays or issues in a professional and timely manner.
7. Support preventive maintenance scheduling and documentation requirements.
8. Ensure all service and supply transactions comply with regulatory, quality, and company policies.
9. Deliver exceptional customer service through proactive communication, problem-solving, and positive relationship building.
10. Participate in process improvement initiatives to enhance service quality and efficiency.
11. Review the service requests and determine if the equipment is under contract or will be billed for service and obtain a customer purchase order if needed.
12. May perform other essential duties as assigned, such as creating purchase orders, recording helium levels, outsource service report follow-up, and service software data entry.
13. Performs other duties as assigned.

This is a daytime schedule working shifts between the hours of 7:00 a.m.-6:00 p.m., Monday Friday and will include a rotating on call schedule once every three weeks. Earn $250/week for the on-call schedule and pay for actual hours worked during this time. The on-call schedule is from 6:00 p.m.-midnight, and from 5:00-7:00 a.m., CST Monday-Friday and from 5:00 a.m.-midnight, CST, on Saturdays, Sundays, and DMS observed holidays.

Qualifications

Education and/or Experience:

• High school diploma or equivalent required
• Minimum 12 years of customer service experience; healthcare or medical equipment experience strongly preferred.
• Strong communication and customer relationship skills with the ability to interact professionally with clinical and technical staff.
• Ability to multitask, prioritize work, and manage service calls in a fast-paced environment.
• Proficiency with computer systems, service ticketing software, and Microsoft Office applications.
• Detail-oriented with strong organizational and documentation skills.
• Demonstrated problem-solving skills and ability to remain calm and helpful under pressure.

Physical Demands

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is frequently required to stand, walk, sit, and talk or hear. The employee is occasionally required to use hands to finger, handle, or feel; and reach with hands and arms. The employee is required to perform keyboarding, phone pad, and ten-key skills. The employee may occasionally lift and/or move up to 15 pounds.

Background Check

Employment is contingent upon successful completion of a background check and drug screening, in accordance with applicable laws.

Equal Opportunity

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.