Customer Service Coordinator

Description

 Who we are?

United Imaging is a leading global medical device developer and supplier with a diversified portfolio of advanced medical products, digital healthcare solutions, and intelligent solutions that cover the entire process of imaging diagnosis and treatment. From our North American HQ in Houston, we are passionate about expanding our customer sales and support structure, embracing the highest quality and craftsmanship in each of our medical imaging products, and dedicated to building an outstanding organization.

Join our innovative team with the mission of developing and supplying advanced technologies and improving patient care worldwide. As part of our global team, you will have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.

   
Company Page: http://www.united-imaging.com/en/home/   

Benefits and Compensation

When joining our team, we offer the following benefits: medical, dental, vision, short- & long-term disability insurance, employee assistance program, company paid basic life insurance, 401(k) with employer match, paid time off, sick leave, and (12) paid holidays. Compensation decisions are based upon the candidate level of skill, qualifications, geographical location and experience, and it is not typical for an individual to be hired at or near the top of the posted pay range. Additionally, the position may also be eligible to earn performance-based incentive compensation (such as cash bonus(es).

Job Summary (Contract to perm)

The Customer Service Coordinator serves as the initial point of contact for customers requesting equipment, service and support.    This role is responsible for receiving inbound customer calls, gathering complete and accurate information, assessing the initial urgency and operational impact of the service need, creating Cases in ShareCRM, and routing requests to the appropriate service team.

The Customer Service Coordinator follows approved intake scripts, triage questions, prioritization guidelines, and escalation    procedures to ensure Customer Service Engineers and internal support teams receive the baseline information required to respond efficiently. This role also provides administrative and customer communication support that improves service coordination, promotes consistent processes, and reduces administrative workload for the field service organization.  This is a customer service and operational coordination role. The position does not independently diagnose equipment failures, provide clinical guidance, or perform technical troubleshooting unless specifically authorized through an approved procedure.

Key Responsibilities 

• Answer inbound customer service calls promptly and professionally as the initial point of contact for equipment service requests, ensuring accurate capture of customer, facility, contact, equipment, and system details while following approved scripts to triage issues, assess system status, determine priority, and identify safety or patient care concerns for immediate escalation. 
• Create and manage complete and accurate Cases in ShareCRM during the customer interaction, including documentation of issue details, troubleshooting history, and operational impact, while routing requests to the appropriate region, team, or support function and providing customers with case numbers and clear next steps.
• Coordinate service logistics by capturing customer availability, site access requirements, onsite contacts, and scheduling constraints, and support dispatch and scheduling activities. 
• Communicate and escalate urgent or high-priority issues to Customer Service Engineers, Regional Service Managers, Technical Support, or other designated internal teams in accordance with established procedures.
• Maintain accurate and complete documentation of all customer interactions, internal handoffs, and case updates in ShareCRM, ensuring compliance with data privacy, security, quality, and regulatory requirements.
• Review cases for missing or incomplete information, obtain required details from customers or internal teams, and perform additional service coordination and administrative duties as assigned by Service Operations leadership.

Note: Other duties as assigned. 

Requirements

 The successful candidate should have prior experience in customer service, call center operations, service coordination, healthcare administration, dispatch, scheduling, or another customer facing administrative environment. The individual must be comfortable managing customer calls, entering detailed information into a CRM, following structured procedures, and coordinating with multiple internal teams in a fast paced service environment.

Education and Experience

1. High school diploma or equivalent required.

2. Associate degree in business administration, healthcare administration, communications, operations, or a related field preferred.

3. At least two years of customer service, call center, service coordination, scheduling, dispatch, or administrative experience preferred.

4. Experience using a CRM, case management platform, service management system, call center application, or similar business system preferred.

5. Experience supporting healthcare, medical devices, technical service, field service, or another regulated industry preferred.

6. Experience communicating with customers by telephone and email and documenting customer interactions in real time preferred.

Knowledge, Skills, and Abilities

1. Strong verbal and written communication skills with excellent active listening, information gathering, and cross-functional communication abilities.

2. Professional, patient, and empathetic customer service approach with the ability to remain calm and organized during urgent, complex, or emotionally charged interactions.

3. Strong attention to detail with a commitment to accurate data entry, documentation, and protection of confidential information.

4. Ability to follow scripts, decision trees, priority guidelines, escalation procedures, and standardized workflows while exercising sound judgment to determine when escalation is required.

5. Strong organizational, prioritization, multitasking, and follow-through skills with the ability to manage multiple customer requests and meet response expectations.

6. Ability to learn medical equipment terminology, service workflows, contract coverage concepts, and internal operating procedures.

7. Proficiency with Microsoft Office applications, telephone systems, email, and CRM platforms.

8. Dependable attendance and ability to work assigned Service Operations Center coverage hours.

Diversity, Equity, and Inclusion

United Imaging is an Equal Opportunity Employer. Diversity, equity, and inclusion matter. United Imaging provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type regarding race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

Magnetic Environment Exposure:

This position requires working in an environment where strong magnetic fields may be present. Employees may be exposed to powerful magnets, electromagnetic equipment, or other devices that generate magnetic fields.    

Risk to Ferrous Metals in the Body: 

Due to the nature of the magnetic environment, employees must not wear or carry ferrous metals on their person while in the designated work area. This includes, but is not limited to, metal objects such as steel, iron, and other ferrous materials. Additionally, employees with implants, medical devices, or foreign objects containing ferrous metals within their body (e.g., certain surgical implants, pacemakers, or metal pins) may be at risk and must disclose any such conditions to their supervisor prior to starting work.