Service Coordinator

Service Coordinator – Cassling (9am-6pm hours)

Successful candidates must reside in the Omaha, NE area.

As a Service Coordinator with Cassling, you'll assist our healthcare customers with service needs relating to their imaging equipment. You will engage with our customers over the phone and coordinate the activities to help get our customers’ equipment up and running. You will also engage with our Field Service Engineers and assist with their work order or parts related requests, as well as build relationships with a variety of people within our organization. You'll have a direct impact on providing world-class customer service to our internal and external customers.

Primary Duties and Responsibilities

Responsible for all areas of service dispatch, parts order requests, and customer service:

Handle inbound queue calls.

Process service requests from customers, recording all relevant information for each call to create work orders

Dispatch and brief FSEs on information pertinent to the call.

Serve as a liaison between FSEs and appropriate management personnel, including communications related to service functions.

Monitor group email boxes and respond to, or resolve, in a timely manner.

Process and follow up on all parts order requests as required, including assistance with part identification and pricing.

Create purchase orders using an ERP software and ensure accuracy of the parts and pricing added to work orders.

Order escalations and tracking of out-of-stock parts.

Participate in after-hours “on-call” rotation one week in duration, approximately once a month.

Utilize operating procedures and work instructions for all processes related to the position.

Cross-train to back up the Returns Coordinator when out of office or on heavy volume days, with additional cross-training to serve as backup to other team members.

Schedule

Standard shift for the role is 9am - 6pm

Candidate must be willing and open to work 8am - 5pm or 8:30am - 5:30pm, if the need arises

After successful completion of training and on-boarding, a hybrid schedule is available with a requirement to work 3 days in the office

Candidate must be willing to work an on-call schedule - approximately one week on-call per month