Service Support Coordinator - Customer Service

Service Support Coordinator We’re looking for a customer-service professional who genuinely enjoys helping people, stays composed when the pressure is on, and takes pride in making sure nothing falls through the cracks. You’ll be the first friendly (and impressively organized) human our customers reach when important medical imaging equipment is not operating correctly. Your Superpowers? The Calm in the Chaos: You hear the urgency in a caller’s voice, remain cool and collected, and help move the situation forward. The Connector: You connect the customer with the right service provider and stay involved throughout the conversation to make sure they receive the information, support, and clear next steps they need. The Follow-Through Champion: You track calls, emails, texts, parts, commitments, and next steps until the issue is resolved. Documenting every interaction. The Kind Escalator: When progress stalls, you know when to speak up, who to contact, and how to escalate confidently and professionally. This role is equal parts customer advocate, professional note‑taker, case coordinator, and behind‑the‑scenes hero. You’ll juggle calls, texts, emails, and live vendor handoffs like it’s no big deal ...while staying calm, polite, organized, and unflappable. Delta Medical Systems, a Siemens Healthineers Advanced Partner, has been delivering innovative medical imaging solutions for over 45 years. We have just over 100 employees in 13 states. We work hard and expect excellence but find plenty of time for laughter and camaraderie. This position will train in the office but could switch to partial remote after that. Learn more about working at Delta: https://www.deltamedicalsystems.com/join-our-team/ Primary Responsibilities Receive and respond to inbound service requests by phone, text, and email with empathy, professionalism, and urgency appropriate to the situation. Use established intake questions and scripts to gather complete and accurate equipment, site, contact, and service information. Accurately document all service interactions in Microsoft CE (Dynamics 365 CRM). Contact the appropriate service provider and remain actively involved in the conversation to ensure the customer receives the information, support, and clear next steps they need. Confirm vendor case creation, response commitments, and next steps. Follow up with OEM personnel, on-site engineers, service providers, internal teams, and the original caller, so everyone has current information. Identify critical system downtime events and escalate per established procedures. Look for respectful, practical ways to move a case forward when the first call, email, or contact does not produce an answer. Notify customer leadership and internal management when an outage is prolonged, high-impact, or not progressing as expected. Track service activity through resolution and confirm proper case closure. Maintain compliance with documentation, quality, and communication standards. Support Delta Medical Systems' quality policy through compliance with quality management system documentation Perform other duties as assigned by direct supervisor. Qualifications High school diploma or equivalent required. Associated degree preferred. Minimum of two (2) years of experience in customer service, call center operations, service dispatch, or technical support. Strong verbal and written communication skills. Demonstrated ability to follow scripts and procedures while maintaining a professional customer experience. High attention to detail with strong documentation accuracy. Ability to manage multiple systems and live calls simultaneously. Experience with Microsoft CE / Dynamics 365 CRM preferred. Experience in healthcare, medical devices, or medical imaging environments preferred. Prior experience coordinating third-party vendors or field service teams preferred. Familiarity with downtime escalation procedures and service-level agreements (SLAs) preferred. Benefits 401(k) retirement plan with company match Excellent vacation policy, including paid family leave, and paid holidays Comprehensive and affordable insurance package including medical, dental, vision Company paid: short-term disability, long-term disability, and life insurance/AD&D Corporate based tech support Education assistance Location: Hybrid in Brookfield, WI Type: Full-time Pay: $24.00-$30.00 per hour Hours during training (~3 months): 8am-5pm CST Working Hours after training is completed: 10am-7pm CST Physical Demands Prolonged periods of sitting while working at a computer and telephone Frequent use of hands and fingers for typing, data entry, and operating a keyboard, mouse, and phone headset Repetitive motions involving hands, wrists, and fingers Ability to view a computer screen for extended periods of time Ability to hear and speak clearly to communicate with customers via telephone or virtual platforms Ability to focus and remain attentive in a fast‑paced, call‑driven environment Occasional standing, stretching, or movement as needed during the workday Ability to maintain reliable attendance and work scheduled hours, including peak call periods Work From Home Equipment Maintain a designated home workspace suitable for prolonged computer and phone use Use standard office equipment, including a computer, keyboard, mouse, monitor, and headset Maintain a quiet environment sufficient for customer conversations Delta Medical Systems is an equal opportunity employer and provides equal employment opportunities to all employees and applicants without regard to any characteristic protected by applicable law. Delta Medical Systems is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable law.