REMOTE - Preference for candidates located in the Eastern or Central time zones
GENERAL FUNCTION
The Service Coordinator – Service & Parts is responsible for coordinating the end-to-end flow of service work orders, including field & depot service activities, while also managing service parts coordination & inventory support. This role serves as a critical liaison between customers, sales, sales operations, service technicians, depot teams, vendors, & internal partners to ensure timely service delivery, accurate parts fulfillment, & a high level of customer satisfaction.
The position requires strong organizational, communication, & problem-solving skills, with the ability to manage multiple priorities in a fast-paced service environment. The Service Coordinator creates a collaborative, customer-focused work environment that promotes teamwork, continuous improvement, operational accuracy, & service excellence.
MAJOR DUTIES & RESPONSIBILITIES
Service Coordination & Workflow Management
Coordinate & organize the daily flow of service work orders for field & depot service teams.
Assign, prioritize, & track service activities to ensure timely completion & effective resource utilization.
Serve as a primary point of contact for service-related inquiries from customers, sales, sales operations, & service teams.
Monitor service progress to ensure customer satisfaction, service quality, & proper invoicing.
Act as an escalation point for scheduling, service execution, or customer concerns, resolving issues professionally & efficiently.
Customer Communication & Case Management
Communicate clearly & proactively with customers regarding service status, scheduling, quotes, approvals, & issue resolution.
Create service quotes & coordinate customer approvals in alignment with service & pricing guidelines.
Process RMAs & coordinate customer returns into the service depot.
Respond to inquiries via phone & email in a timely, professional manner, consistently delivering exceptional customer service.
Parts Coordination & Inventory Support
Coordinate parts availability to support service repairs & customer orders, ensuring minimal service disruption.
Process, track, & document parts orders, usage, & returns within the ERP & service systems.
Support inventory accuracy through coordination with parts teams, vendors, & logistics partners.
Cross-Functional Collaboration & Process Improvement
Work closely with Field Service, Depot Service, Sales, Sales Operations, Customer Service, & Vendors to ensure seamless service execution.
Ensure compliance with internal service, inventory, & documentation standards.
Duties may evolve based on business needs.
BASIC QUALIFICATIONS
Strong organizational & administrative skills with the ability to manage multiple priorities simultaneously.
Excellent attention to detail & commitment to accuracy in service documentation & order processing.
Effective written & verbal communication skills for interacting with customers & internal teams.
Proficiency in Microsoft Office (Excel, Word, Outlook) & comfort using ERP, service, or inventory management systems.
PREFERRED QUALIFICATIONS
Experience supporting field service, depot service, or technical service operations.
Experience in the ophthalmic, optical, medical device, or related technical service industry.
MUST HAVE order entry and accurate data management within CRM/ERP systems.
Notes:
Remote
Work hours: M-F 8-5
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status