Service Coordinator

Your role

BeaconMedaes is looking for a full -time Service Coordinator to join our Rock Hill, South Carolina team. This is a fantastic opportunity for someone who is a motivated self-starter and has a track record of delivering exceptional customer service.

Roles and responsibilities will be focused on the following:

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 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%)

• 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.
• 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.
• Ensure follow up with the caller, in a timely manner, to make sure their inquiry or issues are resolved to the customer’s satisfaction.
• Communicates and notifies 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.
• Able 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.

To succeed, you will need

Experience

• One to three years of relevant service coordination and/or dispatch experience or related job experience

Education

• High school diploma, an associate degree is preferred.

Skills

• 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

City
Rock Hill SC

In return, we offer

Here at BeaconMedaes, we play a vital role in helping healthcare facilities sustain patients when they are at their most vulnerable — and innovation is a huge part of our lifeblood. Our brand promise, “Life is in the Details,” represents one of our core values, as patient lives literally depend on our work. And when new employees join our team, we strive to ensure they understand that medical gas is a life-safety system and a critical asset in healthcare facilities. One day, one of our moms, dads, grandparents, or children could be a patient — and we aim to ensure that every solution we provide is up to the standards that we would want for them.

 Further, we know that the longevity and success of BeaconMedaes would not be possible without our people — the BeaconMedaes family. We are supported by employees who are passionate about taking care of customers, and we know that this passion is the key to our prosperity. 

 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 plans
•    Various wellness programs
•    Voluntary benefit programs available including pet insurance, legal plans, identity protection, etc.
•    We offer education assistance after 1 year of employment
•    Opportunities for professional development
•    We provide a collaborative, inclusive, and flexible work environment

 Start your career journey with us and learn what it means to be part of the BeaconMedaes family.  We offer a wide range of interesting roles and many opportunities to grow and thrive.

#LI-Beacon  BeaconMedaes LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to 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. 

Job location

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our BeaconMedaes Rock Hill, South Carolina, USA.