At a Glance
- Tasks: Coordinate service operations and support the team in delivering exceptional customer service.
- Company: Join ParagonCare, a leader in healthcare technology solutions across Australia and beyond.
- Benefits: Full-time role with opportunities for growth and a supportive work environment.
- Other info: Dynamic workplace with a commitment to diversity and inclusion.
- Why this job: Make a difference in healthcare by ensuring efficient service delivery and customer satisfaction.
- Qualifications: Strong communication skills, computer literacy, and experience in service coordination.
The predicted salary is between 63000 - 77000 $ per year.
About the Company
Paragon Care is recognised as a leading provider of equipment, devices and consumables to the healthcare markets across Australia, New Zealand and Asia.
We provide advanced technology services and solutions including equipment repair and maintenance for acute and ancillary care environments.
Paragon Care is also dedicated to deliver diagnostic confidence through its sovereign manufacture of Blood Bank diagnostic reagents, operating from our new purpose built, state of the art facility.
Through our agility, experience and innovation we enable healthcare providers with solutions that achieve optimal patient care.
About the Role
This is a full time role based at our Townsville office.
The Service Coordinator will bring experience, knowledge, and enthusiasm to support our existing service team, contributing to the effective delivery of service operations through the following key accountabilities.
Responsibilities
- Respond to all customer service calls either by phone or web based in a timely manner.
- Confirm customer contract entitlement and log calls in the service system despatching the next available trained engineer for that system/product.
- Monitor service dashboards for any open cases not responded to.
- Escalate service resource or response issue to service management.
- Maintain the Netsuite service scheduler daily to display engineer availability.
- Communicate response time changes or ETAs to customers.
- Support all scheduled and non-scheduled work to ensure efficient utilisation of labour, equipment and resources to effectively deliver the service required by Paragon Care and customers.
- Support all service personnel administration for all divisions providing timely and accurate quotations, while addressing purchase requests, invoicing in line with company processes.
- Accept service inquiry calls from customers/ internal Paragon requests and despatch the suitable technical support staff with expected timeframes.
- Data entry - Service jobs into service platform, service reports, and maintenance schedules.
- Prepare customer quotations for billable work and convert completed quotations to sales orders for invoicing.
- Send regular monthly reports to service engineers on preventative maintenance progress for their territory.
- When requested provide compliance letters to customers for their accreditation requirements.
- Shipping and tracking of loan equipment, repairs and spare parts.
- Create Purchase Orders for Service Spare Parts.
- Organising calibration of test equipment as required.
- Required Skills
- Answering Phones: Responsible for answering the phone courteously, greeting callers, establishing reason for calling, and directing the call as appropriate.
- Applicants must be highly computer literate.
- Proficient in Microsoft Office
- Excellent Communication & Customer services skills
- Sound administration and database management experience
- Previous experience in similar role with demonstrated experience in planning and scheduling of field service engineers.
- Ability to react to urgent requests, plan, organise and monitor the service delivery to customers through our field service engineers.
- Preferred Skills
- High level of enthusiasm, motivation and a preparedness to go the extra mile.
- General knowledge of medical equipment would be desirable.
- Technical knowledge to assist with remote troubleshooting.
- Equal Opportunity Statement
We are an equal opportunity employer committed to diversity and inclusion.
We welcome applications from all backgrounds and make employment decisions based on merit, without discrimination in accordance with Australian law.
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Service Coordinator employer: ParagonCare
ParagonCare is an exceptional employer, offering a dynamic work environment where innovation meets compassion in the healthcare sector. With a highly competitive salary and performance-based incentives, employees enjoy flexible working arrangements and ample opportunities for career growth, all while making a meaningful impact on healthcare outcomes in Queensland and the Northern Territory. Join a team that values diversity and fosters collaboration, ensuring every voice is heard and every contribution is valued.
