Field Service Operations Coordinator

2 weeks 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 entity in the field of cancer diagnostics, we offer a broad spectrum of solutions from biopsy to diagnosis. Our reliable and user-friendly products are designed to enhance workflow efficiency and bolster diagnostic confidence. Our team understands the critical nature of timely cancer diagnostics, and your role will contribute to transforming uncertainty into clarity.

The Service Coordinator plays a vital role in assisting Field Service Engineers by efficiently managing customer work order requests. This position is instrumental in driving revenue through effective management of customer purchase orders within a designated area, 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 role is part of our Services Business unit and is focused on delivering exceptional service. If you excel in a dynamic environment and are eager to contribute to a top-tier service organization, this opportunity is for you.

Key Responsibilities:

  • Manage the dispatch of work orders to the Field Service Engineer team, coordinating complex schedules for both emergency and non-emergency repairs, as well as Preventative Maintenance, while ensuring timely parts ordering.
  • Deliver exceptional communication to both internal and external customers via phone and email, including coordinating new product installations with internal teams and logistics partners.
  • Engage with customers to identify opportunities for bundled repair and preventative maintenance services to enhance 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 of experience in a high-volume call center or customer-facing role.
  • Strong analytical capabilities, with the ability 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 SAP or similar systems.
  • Previous experience and comprehensive knowledge of the medical device industry or related fields.

This position is eligible for bonus or 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 subject to company discretion and will be communicated upon hiring.



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