Technical Service Coordinator

JOB SUMMARY:

Primary responsibility involves coordinating projects, following up with independent servicers, determining the status of service, quoting customers, processing invoices, billing customers, scheduling servicers using the call center dispatch queue, and providing email and phone support. Must exercise good, discretionary judgment in direct communications to Midmark end users and the internal Technical Service personnel. Performs work under direct supervision.

ESSENTIAL/PRIMARY DUTIES:

• Engages in the call center dispatch queue to schedule preferred or independent service technicians for both warranty and post warranty repairs
• Handles service estimates and quotes
• Engages in theme work and problem solving focused on driving improvement of key performance metrics around developing and maintaining services
• Engages in project work and initiatives around developing and maintaining post sale services
• Engages in project work and initiatives focused on improving, adding functionality, or adding service offerings to our customers
• Processes and approves Service Request Authorization forms and invoices in a timely manner
• Maintains a good rapport with internal and external customers and channel partners while being an ambassador for Midmark
• Generates estimates, invoices, and credits for post warranty repairs and services
• Relies on experience and judgement to plan and accomplish goals

SECONDARY DUTIES:

• Fills in for Technical Service Post Sales Lead in their absence
• Maintains and update the team’s key performance metrics
• Assists with audits and responds to auditors’ requests
• Provides and updates departmental reports

EDUCATION and/or EXPERIENCE:

Associate degree or equivalent from a two-year college or technical school, or equivalent combination of education and experience.

COMPETENCY/SKILL REQUIREMENTS:

• In depth knowledge of Oracle preferred
• Advanced interpersonal skills, ability to present ideas and promote open exchange of thoughts through multiple mediums
• Customer service mentality, ability to go above and beyond for the customer
• Excellent communication, interpersonal, and customer service skills
• Ability to work independently and as part of a team
• ERP system experience preferred
• Call center experience preferred
• Highly organized with an ability to multitask and prioritize in a fast-changing environment

SUPERVISORY RESPONSIBILITIES:

• N/A

Founded in 1915, Midmark Corporation is the only company transforming healthcare experiences through innovative design within the medical, dental and animal health environments. With more than 2,200 teammates worldwide, Midmark focuses on harmonizing space, technology and workflows, creating a better experience for caregivers and patients at the point of care. The Midmark headquarters and innovation hub are located in Versailles, Ohio, which is also home to the Midmark Experience Center, Design Center, Technology Center and our largest manufacturing facility. Midmark maintains eleven additional locations in the United States, including four innovation hubs, and has subsidiaries in India and Italy.

EO/AA Employer Minorities/Females/Protected Veterans/Disabled