Field Service Operations Coordinator

2 weeks ago


Chicago, Illinois, United States Velocity Resource Group Full time

At Velocity Resource Group, we are dedicated to 'Advancing Cancer Diagnostics, Improving Lives.'

As a prominent player in the field of cancer diagnostics, we offer a broad range of solutions from biopsy to diagnosis. Our reliable and user-friendly products enhance workflow efficiency and boost diagnostic confidence. Every team member understands the significance of their role in cancer diagnostics, contributing to solutions that transform uncertainty into clarity. Become part of our diverse and talented global workforce, where personal and professional growth is encouraged.

The Role of Service Coordinator involves providing essential support to Field Service Engineers by efficiently managing customer work order requests. This position plays a critical role in driving revenue through the effective management of customer purchase orders within a designated territory. Responsibilities include proactively scheduling Preventative Maintenance (PM) service visits, coordinating installations, overseeing decommissioning and relocation of instruments, and placing part orders for the Field Service team. Close collaboration with Field Service Engineers and management is essential.

This position is integral to the Services Business and requires onsite presence. Our vision is to enhance cancer diagnostics and improve lives.

Key Responsibilities:

  • Manage the dispatch of work orders to the Field Service Engineer team, coordinating complex scheduling for both emergency and non-emergency repairs, as well as Preventative Maintenance.
  • Ensure exceptional communication with internal and external customers via phone and email, including coordinating new product installations in collaboration with internal teams and logistics partners.
  • Engage with customers to identify opportunities for bundled repair and preventative maintenance work orders to optimize 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, alongside excellent organizational skills and attention to detail.

Preferred Qualifications:

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

This position is eligible for bonus/incentive compensation.

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

Note: Compensation details are determined based on earned, vested, and ascertainable amounts. The availability of bonuses, commissions, and benefits is at the discretion of the Company and may be adjusted in accordance with applicable laws.



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