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Field Service Operations Coordinator

2 months ago

Chicago, Illinois, United States Velocity Resource Group Full time

At Velocity Resource Group, we are dedicated to enhancing cancer diagnostics and improving patient outcomes.

As a prominent player in the field of cancer diagnostics, we offer a comprehensive range of solutions from biopsy to diagnosis. Our reliable and user-friendly products are designed to enhance workflow efficiency and boost diagnostic confidence. Our team understands the critical nature of timely cancer diagnostics, and your contributions will help transform uncertainty into clarity.

The role of the Service Coordinator is pivotal in assisting Field Service Engineers by efficiently managing customer work order requests. This position plays a crucial role in driving revenue through the effective handling of customer purchase orders within a designated area, proactively scheduling Preventative Maintenance (PM) service visits, coordinating the installation and relocation of instruments, and facilitating parts orders for the Field Service team. Close collaboration with Field Service Engineers and management is essential.

This position is part of our Services Business and requires onsite presence. Our goal is to lead advancements in cancer diagnostics while enhancing lives.

Key Responsibilities:

  • Efficiently dispatch work orders to the Field Service Engineer team, coordinating complex scheduling for both emergency and non-emergency repairs, as well as Preventative Maintenance, while managing parts orders.
  • Deliver exceptional communication to both internal and external customers via phone and email, including coordinating new product installations in collaboration with internal teams and external logistics partners.
  • Engage with customers to identify opportunities for bundled repair and preventative maintenance work orders to optimize time and efficiency.

Essential Qualifications:

  • Associate degree with at least 1 year of customer service experience or equivalent work experience (minimum of 3 years in customer service).
  • A minimum of 3 years in a high-volume call center or customer-facing role.
  • Strong analytical abilities: capacity to gather, analyze, summarize, and present data, coupled with excellent organizational skills and meticulous attention to detail.

Preferred Qualifications:

  • At least 1 year of experience in actively dispatching Field Service Engineers.
  • Familiarity with relevant software systems and/or SAP.
  • Previous experience and comprehensive knowledge of the medical device industry or related fields.

This position is also eligible for bonus and incentive compensation.

We provide a robust benefits package that includes paid time off, medical/dental/vision insurance, and a 401(k) plan for eligible employees.

Note: Compensation details are subject to earning, vesting, and determination criteria. The specifics of any bonuses, commissions, benefits, or other forms of compensation are at the discretion of the Company and may be adjusted in accordance with applicable laws.