Service Coordinator (Hybrid Remote) - Scottsdale AZ

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Job description

Ziehm Imaging - Orthoscan Inc. is currently seeking a motivated, career-oriented professional with a positive can-do attitude to join our team as a full-time Service Coordinator.

Why Work for Ziehm Imaging - Orthoscan Inc.?

There's something special about Ziehm-Orthoscan. There's a sense of pride that comes from building a product that helps improve people's lives and making the most of ourselves as a company and as individuals. We know the success of Ziehm-Orthoscan depends on every employee in our organization, it is our people who make the difference. We are on a new journey of growth, building on our assets: our brand, our financial strength, our global reach, and the strong commitment of our management and employees. Our journey focuses on leveraging our strengths to become a truly sustainable growth company and, ultimately, one of the most respected companies in the world.

What do we offer?

• Hybrid remote work
• The challenge of meaningful work - we offer constant opportunities to grow and develop world-class skills and a truly rewarding career.
• A unique culture where people convert their passion into action.
• The kind of competitive compensation you would expect from a world leader.
• Ten paid holidays plus a generous PTO and vacation time plan.
• Great benefit plans, major medical, dental and vision.
• Company 401(k) plan with an employer match.

What do we expect from you?

• You have a passion for serving others.
• Creative and fresh thinking in your work.
• A spirit of collaboration - you thrive when you work with a diverse range of people with different views, perspectives and priorities.
• The ability and experience to perform the job duties successfully.

JOB SUMMARY:

Under the direction of the Customer Satisfaction Manager, the Service Coordinator is responsible for completing a variety of data entry assignments, maintaining logs, scheduling installations, tracking and processing Return Authorizations (RA's), and for providing customer service to in-coming callers and to other departmental personnel as needed.

ESSENTIAL FUNCTIONS:

• Continually provide exceptional customer service to both customers and internal stakeholders.
• Coordinates service dispatch calls, obtains purchase orders, complete forms for parts to be shipped by A/R.
• Serves as a liaison for Service to Sales and Accounting Departments.
• Logs customer concerns using standard processes and within regulatory guidelines and serves as a liaison for service to all departments.
• Work with Sales Coordinator to schedule installations both Domestically and Internationally. Updates dispatch logs including the closing of Service calls on a daily basis.
• Track Return Authorization (RA'S). Creates, closes and sends the appropriate documentation to customers for return parts.
• Schedules incoming Service requests with appropriate Service team members.
• Responsible for part ordering for customer orders.
• Participate in weekly department meetings.
• Responsible for escalating customer complaints to Regulatory Affairs or responsible department.
• Creates estimates, obtains purchase orders, and verifies billing accuracy.
• Coordinates with sales and accounting to set up new customers and resolve contract/warranty concerns.
• Verify service reports for accounting department to process for customer invoicing.
• Follows the company's Quality Policy, The Department's Quality Objectives, and understands how the work performed impacts Quality and overall customer satisfaction.

BASIC QUALIFICATIONS:

Education:

• High School Diploma or GED

Experience:

• Minimum 2 3 years of customer service experience with an emphasis on addressing email inquiries and phone calls.
• Must have strong computer skills with various Microsoft applications.
• Salesforce or ServiceMax experience is a plus.
• Previous experience in the medical field is a plus.
• Scheduling and logistics experience is strongly preferred.
• Experience with International Customer Service preferred

COMPENTENCIES:

• Ability to work professionally with many different personalities and customers.
• Demonstrated passion for problem solving and serving customers.
• Excellent oral and written communication skills with a passion for working with customers.
• Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous projects.
• Strong desire to work in a team environment while contributing to the team success.

WORKING CONDITIONS:

• Must be able to reliably commute to the office.
• While in the office, work is performed in an office environment with peers in a team setting.
• Remote work should be performed from a home office setting and should not be performed in a public location.
• Ability to work from home (must have strong internet connection)

Work Schedule:

• Typical workweeks are Monday through Friday, standard 40 hours with occasional overtime as needed to meet customer needs.
• Optional Hybrid work schedule/split work week available after successful completion of training and 90-day review period. Hybrid schedule may be subject to change in order to meet business needs.
• May require PPE and periodic exposure to low dose radiation.

We support a drug free work environment. EOE/M/F/Disability/Vet All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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