Service Scheduling Coordinator

Job Title: Service Scheduling Coordinator

Pay Rate: $33.50/Hr.

Duration: 12 Months

Location: Remote (Anywhere in the EST/CST zone)

Shift timing: 2nd Shift - 3 PM to 12 AM Eastern time

Note: will have to attend the initial 6 weeks of training onsite, then remote. This position requires weekend (Saturday and/or Sunday) reporting if an assignment is scheduled.

This position is for the Healthcare Diagnostics division.

We are looking for a Service Scheduling Coordinator.

This is a role well-suited to an ambitious professional looking for the next step in their career. As a Customer Service Coordinator, you will be responsible for:

• Owning the E2E planning for the allocation and deployment of field resources in a highly dynamic environment.
• Applying critical thinking skills to ensure the consistent delivery of customer commitments while optimizing the utilization of field resources.
• Owning customer communications E2E for all service events.
• Navigating complex discussions with customers when scheduling appointments.
• Management and application of prioritization logic that aligns with customer commitments.
• Owning the deployment of field resources is the decision maker, coordinates with field management, displaying strong influencing & collaborative skills.
• Manage capacity planning to meet cyclical demand, ensuring delivery of customer commitments.
• Ability to utilize problem-solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment.
• This position requires engaging with a diverse multinational audience, including global business lines, country business areas, external customers, field management team, Customer Care Center, Education Services, CSML, Finance, Services Marketing, Customer Administration, Business Process Engineering (Quality), and Regulatory Affairs.
• Building strong working relationships with these key stakeholders is critical for success in this role.

Requirements:

• BA degree is preferred with conflict management skills, ability to handle difficult conversations, critical thinker, dispatch experience, and self-starter.
• Proficiency in software applications such as Microsoft Outlook, Word, and Excel.
• Proficiency in Excel, SAP, and the Magellan Genesis phone system.
• Support to service engineers and strategic partners.
• Strong communication skills, both verbal and written, are necessary to effectively communicate with customers, internal partners, and diverse audiences.
• The ability to support complex projects and determine the critical path to improve timely performance is essential.
• The candidate should be able to independently perform important areas of standard professional-level work that typically require processing and interpreting more complex, less clearly defined issues.
• Critical thinking, Active listening, Communication, and clear and proficient in English.
• Empathy and understanding of customer needs, Conflict resolution.
• Strong organizational and time management skills with exceptional attention to detail are required.
• The candidate should be able to function as a Change Agent and successfully exhibit and promote change management, customer focus, and elevated levels of integrity.
• Self-starter, self-motivated, high level of initiative, and embraces an ownership culture.
• Customer-facing experience is preferred.
• You have good PC skills (MS Office software like Word, PowerPoint, Excel, and Outlook)
• LEAN/6 Sigma methodology is a plus but not required.
• Experience or knowledge of business in the United States preferred.
• 15% Travel annually for continuous training & education.