What are the responsibilities and job description for the Service Operations Coordinator position at WR Medical Electronics Co. / Therabath?
About Us:
WR Medical Electronics Co., a privately held company based in Minnesota, has been delivering high quality medical products since 1962. The company operates two divisions: WR Medical, specializing in validated testing solutions for autonomic and peripheral neuropathy, and Therabath, offering clinically proven paraffin wax therapy for pain relief and skin hydration. Committed to innovation and excellence, WR Medical provides standardized diagnostic tools for physicians, while Therabath products, made here in Maplewood, are trusted by healthcare professionals for their therapeutic benefits.
About the Role:
We are looking for a highly organized and detail-oriented Service Coordinator to support our service department by handling administrative, scheduling, and customer communication tasks. This role will enable our technicians to focus on their primary responsibilities, repairing equipment and supporting production.
By bringing in a dedicated Service Coordinator, we aim to improve efficiency, ensure quicker customer responses, and eliminate operational bottlenecks.
Key Responsibilities:
- Prepare & Track Quotes: Generate repair quotes, send them to customers for approval, and track their status to maintain accurate records.
- Customer Communication: Respond to inquiries about repairs and service status, provide timely updates, and escalate technical questions as needed.
- Data Management: Enter repair job details, customer complaints, and other relevant information into our ERP system and customer service software. Maintain accurate service records, including CAPA, NCP, and ECO documentation.
- Scheduling & Coordination: Assist in scheduling repair jobs, ensure technicians have necessary parts and tools, and collaborate with other departments to streamline processes.
- Improve Customer Experience: Oversee all open repair projects and reported technical issues. Partner with Service Technician and additional team members as needed to resolve customer issues in a timely manner.
- Improve Service Contract value proposition: Review current Service Contract offering and process, analyze customer/internal financial and workflow and impact, propose/implement service program improvements.
- Identify Product Improvement Opportunities: Collaborate with Engineering and Sales to identify and prioritize product improvements based on service/repair logs and customer feedback.
- Achieve Service Revenue Targets: Collaborate with Sales and Engineering to meet or exceed Service revenue targets through successful implementation of repair process and Service Contract sales.
Job Type: Full-time
Pay: $52,000.00 - $60,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
Ability to Commute:
- Maplewood, MN 55109 (Preferred)
Ability to Relocate:
- Maplewood, MN 55109: Relocate before starting work (Preferred)
Work Location: In person
Salary : $52,000 - $60,000