Service Operations Coordinator

Service Operations Coordinator

Our mission is to improve the standard of patient care and quality of healthcare delivery by providing the best endoscopic products and services with a focus on QUALITY, CLINICALLY RELEVANT INNOVATION, and SIMPLICITY. Through leading edge R&D and manufacturing, PENTAX Medical provides endoscopic imaging devices and solutions to the global medical community.

The Service Operations Coordinator, supports the smooth day-to-day operations of the service department by coordinating administrative processes, managing communication flows, and ensuring compliance with service procedures. The Service Operations Coordinator is the central point of contact for scheduling, documentation, and coordination between repair teams, logistics, customer service, and regional stakeholders. The contribution of the job holder helps ensure timely service delivery, high-quality standards, and excellent customer support. The Service Operations Coordinator also provides feedback and input to the repair team to support continuous improvement in inspection and repair quality.

Responsibilities of Service Operations Coordinator

• Coordinate service and repair orders, ensuring accurate documentation and timely processing in ERP and service systems.
• Act as the administrative interface between technicians, customer service, logistics, and spare parts planning.
• Coordination of repair of non-PENTAX equipment (monitors, pumps...) with third party.
• Schedule and track service activities, including device repairs, inspections, demo device handling, and shipment coordination.
• Support data entry and reporting for service metrics (e.g., turnaround time, backlog, repair volume).
• Maintain customer and equipment records, ensuring all data is complete and in compliance with quality standards.
• Handle internal and external communication related to service requests, escalations, and status updates.
• Support service invoicing and warranty claim documentation in collaboration with finance and customer service.
• Provide structured feedback and input to the repair team to improve inspection results, repair quality, and overall process efficiency.
• Assist in internal audits, compliance reviews, and documentation control activities.
• Help implement process improvements in administrative workflows and digital tools (e.g., ERP, CRM, ticketing systems).
• The position holder proactively supports colleagues within the service organization by providing targeted information and expert guidance in line with defined processes with the aim of fostering efficiency, knowledge transfer, and sustainable cross-functional collaboration.
• Customer focus is embedded in every role. Through collaboration, consistency, and process excellence, we ensure that every action contributes to a positive customer experience and long-term satisfaction.
• Takes on additional responsibilities and special projects as assigned, in alignment with business needs.

• Completed vocational training or a bachelor's degree in business administration, Office Management, Logistics, or a similar field or equivalent qualification.
• Experience in a service operations, technical administration, or customer support environment; experience in medical devices is a plus.
• Familiarity with ERP systems (e.g., Microsoft Dynamics 365, Navision) and basic reporting tools (e.g., Excel).
• Strong organizational skills and attention to detail.
• Service-oriented mindset with excellent communication and coordination abilities.
• Ability to work in a structured and reliable manner, even under pressure.