Service Coordinator
National Seating & Mobility (NSM) is dedicated to providing complex rehabilitation seating and mobility solutions. They are seeking a Service Coordinator who will blend customer service, technical expertise, and organizational skills to ensure customer satisfaction and efficient service delivery, including equipment coordination and troubleshooting.
Responsibilities
- Greet and assist customers in-store, helping them choose suitable equipment
- Provide helpful solutions and set up equipment deliveries to customer homes
- Establish effective working relationships with therapists and other healthcare professionals for equipment demos, trials, and rentals
- Coordinate remote repair services for wheelchairs, lifts, and other medical equipment
- Prepare quotes for clients and funders
- Manage emails, appointments, and client records
- Assist with deliveries and pick ups of equipment from client homes, hospitals, and assisted living centers
- Administer the equipment reservation and rental process; requires keen attention to detail, in-depth understanding of operating system/software, and strong paperwork and organizational skills
- Maintain accurate records of customer deliveries, billings, reservations, and service (work and customer orders)
- Complete quotations, work orders and customer orders accurately for efficient billing
- Modify accessories and other components to enhance the equipment’s user interface
- Complete maintenance, service, setup, and repair of NSM-owned equipment for trials and demonstrations by NSM sales and customer service staff
- Establish maintenance, service, setup, and repair of customer-owned equipment at branch and customer locations (home or facilities)
- Troubleshoot and repair equipment issues for customers, both in-store or on-site, at customer homes
- Communicate technical assessment results of customer-owned equipment with other NSM staff, for billing or estimate (quotation) preparation
- Develop ongoing knowledge and skills through product literature, in-house training on new products and services and enhance product knowledge and improve equipment and component identification, and by attending manufacturer training courses
- Ensure NSM company stickers are on all equipment and all components of equipment that can be removed (e.g., footrests)
- Check that equipment is in proper condition. Complete minor repairs on rental equipment upon return and report any issues to the Branch manager
- Adhere to scheduled appointments; promptly notify the office if running late, and complete in-store duties after appointments
- Assist fellow technicians as required, e.g., assistance with repairs
Skills
- Experience in service coordination and knowledge of the Okanagan area
- Stellar customer service skills
- Engaged and successful communication
- Ability to effectively handle multiple customer calls and in-person customer visits
- Enter and manage information in IT systems, accurately and efficiently
- Offer and develop solutions based on clients' enquiries
- Previous experience in customer service for technical items/services
- Strong prioritizing, time management, organizational, and scheduling skills
- Attention to detail
- Proficient in MS Office and other software (e.g., order/inventory systems)
- Excellent verbal and written communication skills, including active listening
- Sensitivity to working with customers/others in vulnerable and emotional situations (e.g., discussing palliative care needs, delivering/picking up palliative care equipment)
- Collaborative and hive-minded, engaged with the branch and forward thinking
- Ability to work quickly but accurately and adapt to a fast pace and likely changes during the work day schedule
- Physically capable of manipulating items up to 75 lbs
- Able to lift heavy equipment, work in confined spaces and bend frequently
- Ability to climb ladders and rolling staircases
- Valid driver's license
Benefits
- Employer-paid benefits, ensuring your health and well-being.
- RRSP matching program, helping you invest in your future.
- Generous paid time off, because work-life balance matters.
- Company-sponsored events, fostering a fun and inclusive team culture.
- Branded company attire, so you can represent NSM with pride.
Company Overview