Are you looking to start your career with a global Medical Gas Equipment Provider? BeaconMedaes, located in Rock Hill, SC is currently seeking a qualified Service Coordinator to join our team. The Service Coordinator role creates value for the organization by managing service requests and communicating the schedule of all service repairs to ensure customers are provided regular updates. As a Service Coordinator you will maintain and promote First in Mind - First in Choice among BeaconMedaes customers.
Roles & Responsibilities:
Service Support - service scheduling and order processing (75%)
Receive incoming requests for service of Medical Gas Equipment and communicate schedule of all service repairs within your region.
Serve as information liaison between the Service Manager, Service Technicians, and customers - providing regular updates to customers regarding service that is in process.
Work with the Regional Service Manager to coordinate the activities for the service department and maximizing efficiency and utilization of each service technician.
Create and maintain scheduled service orders in the company ERP system (including both manual orders and service contracts) and facilitate the closing of service orders approved for invoicing.
Coordinate the necessary documents with the Terms and Conditions Department for any review required according to Prokura (procuration) guidelines, guiding the documents to and from, with all requested materials needed for review.
Initiate and coordinate cross company/department purchases.
Provide price quotations for parts and service jobs to customers as requested.
Work with Regional Service Manager and Technician to maintain accurate technician inventory counts by performing annual inventory count of each assigned technician and assisting in timely return of products to vendors/suppliers.
Prepare credit notes and manual invoices for review by the Service Coordination Team Leader.
Place orders for parts required to complete service and parts orders and work to expedite the delivery of these orders, as needed.
Create and process return materials authorizations per policy and upon request.
Edit and maintain ERP system machine install base for accurate records.
Establish effective relationships with technicians, customers and coworkers by responding to all communications quickly and professionally.
Support other members of the Service Coordination team as needed, during vacations, training, sickness, and extended time away from the office.
Customer Care Regional Phone Agent Support (25%)
Will sign-on to assigned customer care agent regional telephone responsibilities. Will manage timely answering of all incoming phone calls from assigned region and assist in customer service responsibilities to assist the customer.
Will own the call of the incoming customer (both internal and external) in order to assist or provide immediate and timely answer to inquiries made, directing them to necessary departments, and doing best to provide the most excellent of service to the customer.
Will follow up with the caller, in a timely manner, to make sure their inquiry or issues are resolved to the customer's satisfaction.
Will communicate and notify immediately with the assigned customer care region's team lead, any requested absences or removal from the phone agent duties, especially lunch time breaks, coordinating with the team lead and team members, in order to provide adequate agent phone coverage.
Will work to communicate current status with all team members in order to create continuity and harmony within the team, building teamwork, and prevent any lack of customer care support via the phone.
Perform other duties as assigned.
What you can expect from us?
Our people are entrepreneurial in mindset, passionate about BeaconMedaes and committed to our growth. You maintain and promoteFirst in Mind - First in Choiceamong BeaconMedaes customers. You will communicate with customers and colleagues in person, over email, via phone, and then translate this feedback into suggestions and solutions to best utilize our products and services. Our core values of Interaction, Commitment and Innovation should be reflected in our solutions to both our customers and colleagues. You are focused on developing competencies related to the medical gas industry. Our employees demonstrate an empathetic spirit with an inquisitive mind to advocate our customers' needs to the entire company becauseLife is in The Details.
At BeaconMedaes we offer attractive benefits including:
Excellent compensation package, including a flexible benefits plan, and 401 (k) retirement plan
Health insurance/ Dental insurance/ Vision insurance
Paid time off
Life & Disability insurance
Start your career journey with BeaconMedaes today! We offer a wide range of interesting roles and many opportunities to grow.
What we expect of you?
One to three years of relevant service coordination and/or dispatch experience or related job experience .
High School diploma, Associates Degree preferred.
Must be able to work independently and have excellent analyzing, organizational, attention to detail and problem-solving skills.
Must be able to manage multiple priorities with flexibility, a positive attitude, and a strong commitment to customer service.
Proficient in Microsoft Office, including Word and Excel.
SAP experience is a plus.
Must have excellent time management skills.
Must be willing to work overtime and a flex schedule if needed.
Excellent interpersonal skills and excellent communication skills (verbal/written).
Service oriented, analytical skills and flexible to change.
Trustworthy, honest and dependable.
Life is in the Details
BeaconMedaes has been the center of the medical gas world for more than 70 years. We are a leading solutions provider in the education, design, manufacturing, supply and service of piped medical gas and laboratory gas systems. Our main corporate office and competence center for medical and laboratory gas expertise is located in Rock Hill, South Carolina.