Customer Service Support

Title: Customer Service Support Coordinator
Location: Oakville, Ontario
Schedule: Monday - Friday, 8 hour days
Employment type: Contract

Purpose of Role
The role acts as a key coordination between customers, service teams, field engineers, and internal stakeholders to coordinate service processes, manage documentation, support scheduling activities and contribute to delivering exceptional customer experience.
The position helps drive service excellence by ensuring timely communication, accurate reporting, process compliance and effective coordination and support to the organization's healthcare service operations.
In addition to serving as the initial point of contact for customers, this role will ensure that contractual requirements for the provision of services to customers are met including response and rectification timelines for asset repairs.

Main Tasks and Responsibilities
Working on-site at a customer’s location:

• Monitor service requests, work orders and escalations to ensure a timely resolution
• Communicates service updates and provides status reports to customers and leadership teams
• Manage urgent service situations and prioritize critical customer needs effectively
• Ability to maintain accurate asset records, documentation, lifecycle information within the asset management system
• Assists with project coordination tasks associated with diagnostic imaging and biomed system replacement, including meeting preparation and scheduling
• Assists with negotiating the project scope for system replacements to include updating the technical specifications and room construction requirements

Additional Responsibilities

• Supports the MES Site Manager in obtaining metrics and analyzing data output from asset management system, financial tracking systems and other systems as applicable to ensure accurate and timely reporting of key performance indicators, performance related penalties, continuous quality improvement indicators and balanced scorecard indicators
• The ability to schedule appointments strategically within a performance measuring system that optimises customer satisfaction
• When required, assisting with the training of more junior/less experienced members of the team
• Actively seek and initiate process improvements to improve efficiency and cost savings
• Maintain the company’s standards of Compliance, Quality and Health & Safety as they relate to the MES operation
• Other duties that are appropriate to the role as and when required to meet the operational needs of the company’s Enterprise Services (ES)
• To provide support to the Operations Manager as well as the team in an environment of rapidly changing priorities where a flexible approach and the ability to manage a variety of tasks against a variable workload is key
• Local internal contacts will include the Operations Manager and other members of the immediate MES team; in addition there will be the need to interface with other company employees and management at all levels at various locations. External contacts will include suppliers, clinicians and other staff and management from the hospital and consortium

Qualifications/Experience

• Previous experience in customer service, service coordination, healthcare operations or administrative support roles
• Experience working in a fast-paced customer focused environment
• Project coordination experience
• Excellent knowledge and experience of healthcare in Canada, preferably with experience in a customer service-related role within a hospital or healthcare company
• Excellent verbal and written communication skills – knows when to escalate difficult situations
• Advanced skills Microsoft Office 360 and online applications required. Knowledge of asset management systems an asset. Demonstrable experience in data analysis an asset. Experience with KPI tracking, reporting, and process improvement initiatives

Additional Requirements

• Must be able to work shifts during Customer’s Working Hours, those generally being between Monday-Friday 7am-7pm excluding statutory holidays
• Job is fully on site
• Some further travel between customer sites in Southwest Ontario may be required
• Ability and willingness to travel between sites required to support operational and service activities
• Valid driver’s license and access to reliable transportation may be required

With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining and Manufacturing sectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.