Service Coordinator
Hologic
- San Diego, CA
- $34,300-51,400 per year
- Permanent
- Full-time
- Manages internal and external customer communication via phone, email, and Salesforce
- Fields incoming calls through our contact center. Inquiries include but are not limited to preventative maintenance, scheduling, service history, contracts, invoicing, order status, part availability, and pricing.
- Dispatches field engineers for customer-requested service actions.
- Reviews, updates, and closes service calls in Oracle / Salesforce.
- Manages the part order-to-delivery process through accurate order entry and provides detailed/proactive communication to customers
- Meets departmental and divisional goals and partners with team to identify opportunities to improve the customer experience
- Processes required FDA paperwork from Field Engineers.
- Process Returns/RMAs.
- Resolves customer issues with care and urgency. Escalates when needed.
- Work with team to participate in changes needed to transition into a cross-divisional business model.
- Other duties as assigned
- Ability to remain composed and act professionally during high-pressure situations.
- Ability to cooperate with others and help coordinate work assignments with field engineers to achieve team goals.
- Must be able to efficiently handle phones and use customer-oriented telephone etiquette to get information.
- Must speak clearly, be attentive, and actively listen to customer needs and record information accurately.
- Excellent communication skills, both oral and written.
- Ability to maintain well organized files and work area.
- Flexibility and adaptability to changes based on business and customer needs.
- Comfortable with data, reviewing, researching, and updating in the event it is inaccurate.
- Perform work in a meticulous and thorough manner while paying close attention to detail and minimal errors.
- Intermediate or above level PC (including Microsoft Office) skills.