Service Coordinator

4 weeks ago

Chicago, United States Velocity Resource Group Full time

Our mission of "Advancing Cancer Diagnostics, Improving Lives" is at the heart of our corporate culture.


We’re a global leader in cancer diagnostics with the most comprehensive portfolio from biopsy to diagnosis. Our easy-to-use and consistently reliable offerings help improve workflow efficiency and diagnostic confidence. Our associates know that every moment matters when it comes to cancer diagnostics. When you come to work, you’re helping develop solutions that enable accurate diagnoses to turn anxiety into answers. Join our diverse, global team of talented people, and be inspired to grow every day.


The Service Coordinator is responsible for supporting Field Service Engineers through the active dispatching of customer work order requests. This role helps drive time and materials revenue through managing the flow of customer purchase orders for an assigned territory, proactively schedules Preventative Maintenance (PM) service visits, coordinates installations, decommissions, and moves of instruments, and places part orders for the Field Service organization. Works closely with Field Service Engineers and Field Service Management.


This position is part of the Services Business located in Deer Park, IL and will be onsite. Our vision is to advance cancer diagnostics and improve lives.


You will be a part of the Service Coordination Team and report to the Sr. Manager, Service Coordination responsible for oversight of the active dispatch for Field Service Engineer organization. If you thrive in a fast-paced role and want to work to build a world-class services organization—read on.


In this role, you will have the opportunity to:

  • Dispatch work orders to the Field Service Engineer team and coordinate complex scheduling using Salesforce.com for incoming repairs (emergency and non-emergency) and Preventative Maintenance as well as ordering parts for the work orders.
  • Provide outstanding internal and external customer communication via phone and email, including the coordination of new product installations in partnership with internal teams and external logistics partners.
  • Contact customers for bundle opportunities of repair and preventative maintenance work orders to maximize time and efficiencies.


The essential requirements of the job include:

  • Associate degree with a minimum of 1 year of customer service experience OR equivalent work experience (minimum of 3 years customer service).
  • Minimum 3 years of experience in a high-volume call center environment OR customer-facing experience.
  • Strong analytical skills: ability to gather, analyze, summarize, and present data in addition to excellent organizational skills and attention to detail.


It would be a plus if you also possess previous experience in:

  • Minimum 1 year of actively dispatching Field Service Engineers.
  • Experience working with Salesforce.com and/or SAP.
  • Previous experience in and thorough knowledge of the medical device and/or related industries.


This job is also eligible for bonus/incentive pay.


We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees.


Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

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