- Expiry Date: 27 January 2022
Acting as a customer service facilitator, the Regional Operations Coordinator will partner with CLIENT customers to coordinate the planning and service delivery of field resources to complete reactive and proactive service activities, ensuring optimal operational availability of the customer’s diagnostic and testing equipment for the purposes of quality patient care.
This individual will effectively deploy resources within the service organization to ensure service activities are appropriately aligned with contractual agreements, directing large teams in the completion of highly variable work streams, while reducing potential scheduling conflicts which may delay resolution. They are accountable for delivering world-class customer experience by providing 24/7 support, and responsible for the timely and accurate scheduling of service events by properly communicating and managing time sensitive workload. This role will report to the Zone Operations Manager and will be part of a team focused on customer success.
Expected role activities:
For our customers:
Coordinate the planning and delivery of systematic service delivery: call handling, service scheduling, parts ordering, appointment confirmations, improving customer confidence and driving value of Healthineers products and services.
Work closely with cross-functional teams to ensure a positive customer experience.
Monitor customer requests and overall system compliance to confirm equipment readiness for patient care.
Support on-site customer facing personnel i.e. Regional Service Manager/Customer Service Engineer in meeting customer expectations as needs vary throughout system lifecycle.
Document customer satisfaction issues and escalate through appropriate channels.
Facilitate cross-functional awareness of customer needs between internal stakeholders to minimize unintended conflicts or negative impacts on customer operations.
Required Knowledge/Skills, Education, and Experience:
2-5 years’ experience in a customer relationship related role, in a fast-paced environment
Positive attitude and passion for customer service.
Successfully manage competing priorities while achieving key performance indicators and maintaining a high level of quality
Experience communicating ideas and rationale to internal teams and customers.
Must have excellent interpersonal skills, interact favorably with others and skilled at maintaining positive relationships while working to resolve problems and maintaining a high level of professional integrity.
Excellent organizational skills with an ability to manage time and prioritize based on impact and criticality of customer issue.
Strong PC skills (MS office software like Word, PowerPoint, Excel and Outlook)
Associate degree or equivalent experience required
Preferred Knowledge/Skills, Education, and Experience:
Ability to professionally investigate and respond to requests in a timely manner
Strong communication skills and are adaptable to change
Ability to think at a high level and apply business concepts.
Experience to anticipate customer needs.
A history of acting as a collaborative team player with cross-functional teams.
An interest in solving problems that don’t have obvious solutions.
Shift Options: M-F start between 07:30-11:00am/Mon-Fri 13:00-22:00
About ASK:ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities
ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.