Service Delivery Center Coordinator

The Service Delivery Coordinator is responsible for executing centralized service delivery activities to maximize imaging modality and center facility uptime. The Service Delivery Center Call Coordinator will be the primary point of contact for center staff and vendors to facilitate service delivery for all modality and facility issues within Lumexa Imaging Centers. Important areas of execution will focus on timely communication and management of the service delivery process in a manner that results in center scan volume objective achievement. 

Duties/Responsibilities:

• Serve Lumexa Imaging Centers by managing modality and facility hard down events with a sense of urgency that meets or exceeds uptime objectives
• Manage modality and facility service calls from center staff
• Open all service tickets with vendor service providers
• Document service calls on internal ticketing system with details of equipment and/or facility issues
• Work with vendors to deploy joint service strategy
• Manage all open calls in coordinators' queue, making sure they are updated and completed in real time.
• Timely escalation of modality hard down events to department leaders
• Timely and effective communication of service call details with center staff, vendors, sales, and operations leadership.
• Effectively set accurate repair expectations to enable center staff and patient schedule planning
• Maintain accurate and detailed service records within the internal ticketing system
• On call support may be required

Required Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to prioritize tasks and exercise a sense of urgency during modality and/or facility hard down events
• Ability to function well in a high-paced and, at times, stressful environment.
• Proficient with Microsoft Office Suite or related software

Education and Experience:

• High school diploma or equivalent
• At least two years of relevant customer service experience.
• Diagnostic imaging modality service experience is preferred