Service Operations Coordinator

Probo Medical is a diagnostic imaging sales and service provider that delivers high-quality, affordable healthcare products and services to medical practices around the world. With locations that span across the US, Canada, the UK and parts of Europe, we've made it our mission to increase access to healthcare services for patients worldwide. We believe that it starts with reducing healthcare costs and empowering medical professionals to make smarter decisions for their healthcare business. As employees of Probo Medical, we focus on building quality relationships with customers, by empowering our teams to solve problems together and creating long-lasting relationships with our customers. If you have a passion for healthcare and share our common goal to help increase patient access to affordable, high-quality products and services, we encourage you to apply!

The Service Operations Coordinator is responsible for coordinating and scheduling project based service work on behalf of an Original Equipment Manufacturer (OEM). This role serves as a central point of coordination between Field Service Engineers, OEM Project Managers, customers, and end users to ensure designated tasks are scheduled, executed, and completed within established timelines. The Service Operations Coordinator also manages the service order lifecycle including creation, documentation, closure, and billing, while supporting the Support Services team with day to day operational needs as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Scheduling & Coordination

• Coordinate and schedule project work for assigned OEM initiatives
• Collaborate with Field Service Engineers, customers, and end users to confirm service schedules
• Communicate scheduling details and changes promptly to all stakeholders
• Adjust schedules as needed due to workload changes, project updates, or customer needs

Service Order Management

• Create and maintain service orders for designated project and service work
• Ensure service orders accurately reflect scope, requirements, and customer information
• Track service order progress through completion and closure

Project & OEM Support

• Work closely with OEM Project Managers to support defined milestones and timelines
• Maintain Smartsheet and other internal tracking tools to ensure project visibility
• Identify and proactively communicate risks impacting timelines or service execution

Communication & Documentation

• Send service completion and follow up communications to customers and OEM stakeholders
• Distribute, collect, and track debrief forms and required service documentation
• Ensure all records are complete, accurate, and stored in the appropriate systems

Billing & Closure

• Review completed service orders for accuracy and completeness prior to billing
• Close service orders and submit required documentation for invoicing of applicable work
• Resolve documentation or billing discrepancies to support timely invoicing
• Serve as first line of support on phones, including:
• Triaging incoming calls
• Transferring calls to appropriate teams or individuals
• Handling and initiating customer requests for service
• Enter requests for service into service management software, including opening and maintaining work orders
• Dispatch Field Service Engineers and Applications Specialists based on service needs, availability, and priority
• Serve as first line of support for the Customer Service inbox, including:
• Monitoring, responding to, and triaging incoming emails
• Manage and triage incoming requests to ensure timely response, accurate routing, and appropriate follow up
• Provide support for day to day operational tasks as needed
• Participate in continuous improvement initiatives to enhance service operations and team efficiency.

Primary job responsibilities are those which an employee must be able to perform with or without accommodation. The list of requirements, duties and responsibilities is not exhaustive but is the most accurate list for the current job. Probo Medical reserves the right to revise the job description as well as require that other duties be performed as needed.

Required Education and Experience:

• High School Diploma/GED, Associate's degree (A. A.) or equivalent from two-year university or technical school; or a minimum of 2 years of related experience to work activities or equivalent combination of education and experience.
• 2+ years of experience in service coordination, scheduling, project support, or similar operational roles
• Experience supporting field service teams or working within OEM service environments preferred
• Strong organizational, time management, and communication skills

TRAVEL REQUIREMENTS

• No travel requirements specified.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those individual encounters while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

• Monitor the typical office safety and environmental conditions within the designated facility and report deficient conditions if needed in accordance with the PROBO Safety Manual.

The physical and mental requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

• The use of both hands and fingers with dexterity.
• Must be able to work in a seated position while using a computer for 8hrs/days.