Service Coordinator (Hybrid Remote)

Service Coordinator

Ziehm Imaging - Orthoscan Inc. is currently seeking a motivated, career-oriented professional with a positive can-do attitude to join our team as a full-time Service Coordinator in Orlando FL. There's something special about Ziehm-Orthoscan. There's a sense of pride that comes from building a product that helps improve people's lives and making the most of ourselves as a company and as individuals. We are on a new journey of growth, building on our assets: our brand, our financial strength, our global reach, and the strong commitment of our management and employees. Our journey focuses on leveraging our strengths to become a truly sustainable growth company and, ultimately, one of the most respected companies in the world.

What do we offer?

• Hybrid remote work
• The challenge of meaningful work - we offer constant opportunities to grow and develop world-class skills and a truly rewarding career.
• A unique culture where people convert their passion into action.
• The kind of competitive compensation you would expect from a world leader.
• Ten paid holidays plus a generous PTO and vacation time plan.
• Great benefit plans, major medical, dental and vision.
• Company 401(k) plan with an employer match.

What do we expect from you?

• You have a passion for serving others.
• Creative and fresh thinking in your work.
• A spirit of collaboration - you thrive when you work with a diverse range of people with different views, perspectives and priorities.
• The ability and experience to perform the job duties successfully.

JOB SUMMARY: Under the direction of the Customer Satisfaction Manager, the Service Coordinator is responsible for completing a variety of data entry assignments, maintaining logs, scheduling installations, tracking and processing Return Authorizations (RA's), and for providing customer service to in-coming callers and to other departmental personnel as needed.

ESSENTIAL FUNCTIONS:

• Continually provide exceptional customer service to both customers and internal stakeholders.
• Coordinates service dispatch calls, obtains purchase orders, complete forms for parts to be shipped by A/R.
• Serves as a liaison for Service to Sales and Accounting Departments.
• Logs customer concerns using standard processes and within regulatory guidelines and serves as a liaison for service to all departments.
• Work with Sales Coordinator to schedule installations both Domestically and Internationally. Updates dispatch logs including the closing of Service calls on a daily basis.
• Track Return Authorization (RA'S). Creates, closes and sends the appropriate documentation to customers for return parts.
• Schedules incoming Service requests with appropriate Service team members.
• Responsible for part ordering for customer orders.
• Participate in weekly department meetings.
• Responsible for escalating customer complaints to Regulatory Affairs or responsible department.
• Creates estimates, obtains purchase orders, and verifies billing accuracy.
• Coordinates with sales and accounting to set up new customers and resolve contract/warranty concerns.
• Verify service reports for accounting department to process for customer invoicing.
• Follows the company's Quality Policy, The Department's Quality Objectives, and understands how the work performed impacts Quality and overall customer satisfaction.

BASIC QUALIFICATIONS:

• High School Diploma or GED
• Minimum 2 3 years of customer service experience with an emphasis on addressing email inquiries and phone calls.
• Must have strong computer skills with various Microsoft applications.
• Salesforce or ServiceMax experience is a plus.
• Previous experience in the medical field is a plus.
• Scheduling and logistics experience is strongly preferred.

COMPETENCIES:

• Ability to work professionally with many different personalities and customers.
• Demonstrated passion for problem solving and serving customers.
• Excellent oral and written communication skills with a passion for working with customers.
• Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous projects.
• Strong desire to work in a team environment while contributing to the team success.

WORKING CONDITIONS:

• Must be able to reliably commute to the office.
• While in the office, work is performed in an office environment with peers in a team setting.
• Remote work should be performed from a home office setting and should not be performed in a public location.
• Ability to work from home (must have strong internet connection)

Work Schedule:

• Typical workweeks are Monday through Friday, standard 40 hours with occasional overtime as needed to meet customer needs.
• Optional Hybrid work schedule/split work week available after successful completion of training and 90-day review period. Hybrid schedule may be subject to change in order to meet business needs.
• May require PPE and periodic exposure to low dose radiation.

We support a drug free work environment. Ziehm Orthoscan is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status and disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements.