Senior Customer Service Coordinator

Acclaro Medical is seeking a Customer & Internal Support Coordinator who thrives in a dynamic environment and is passionate about providing exceptional customer support. In this role, you will be the vital link between our internal teams, external partners, and valued customers. You will oversee the coordination of technical services, installations, repairs, and clinical training while ensuring a seamless and professional experience for all stakeholders. The ideal candidate is not only highly organized and detail-oriented but also personable and proactive in resolving challenges. The ability to build relationships and demonstrate care for users, clinicians, field service engineers, and staff will be key to the success in this role. This role will report to the CBDO of Acclaro Medical doted line to Senior Director of Clinical Education and Service Manager.

Responsibilities

• Coordinate the installation, repair, and preventative maintenance of Acclaro Medical devices with service providers and end users.
• Organize and oversee schedules for field service engineers and clinical trainers.
• Ensure proper maintenance and repair of Acclaro Medical equipment, including managing inventory for planned maintenance.
• Respond promptly and professionally to support calls and emails, providing troubleshooting and scheduling support for Acclaro Medical devices.
• Maintain accurate Salesforce records and manage documentation related to repairs, preventative maintenance, service agreements and clinical traiings.

Essential Requirements:

• Associates, Bachelor’s Degree or higher (commensurate experience may be substituted for degree)
• 4 years of in a coordination or technical support role, preferably in a healthcare or medical device setting.
• Must be a self-starter, who drives high performance within the organization and consistently delivers on commitments, who is detail-oriented with strong organizational, negotiation, and analytical skills
• Demonstrated proficiency in common PC applications, particularly within the full Microsoft Office Suite
• Proficient in Salesforce as a CRM
• Exceptional organizational skills with the ability to adapt to a fast-paced, evolving environment.
• Proven ability to work effectively in cross-functional teams and independently.
• Utilize sales support resources (technology, people, materials)
• Size up situations (accurately identifies customer influencers and decision makers)
• Proven history of analyzing situations, employing creative and effective decision making to solve problems/achieve results
• Possess strong listening skills as demonstrated through the ability to ask secondary and tertiary probing questions
• Is honest, coachable, and a team player
• Ability to work extended hours, evenings and weekends occasionally as needed
• Strong attention to detail and ability to follow written instructions precisely.

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Ability to Commute:

• Smithfield, RI 02917 (Required)

Work Location: In person