Job Description
Job Description:\n\nGENERAL JOB INFORMATION JOB TITLE: Coordinator – Hospital DivisionDEPARTMENT: Hospital DivisionIMMEDIATE SUPERVISOR: Manager – Hospital DivisionCLASSIFICATION: Non-ExemptPOSITION SUMMARY Coordinate all service requests received via phone calls or emails, following established procedures, maximizing Division resources, and ensuring a high level of customer satisfaction.ESSENTIAL DUTIES AND RESPONSIBILITIES Handle daily customer communications (e.g., phone calls, text messages, and emails) requesting service for hospital equipment, in order to:a. Prepare and send a service quotation to the client when there is no active contract.b. Verify whether the service is covered under warranty.c. Forward the approved quotation to the Credit and Accounts Receivable unit to arrange payment.d. Create the service call in Salesforce.e. Assign the call to the appropriate Technician based on availability, training, and location relative to the client. Obtain complete information about the equipment issue by contacting the client as needed, ensuring accurate documentation of the call in Salesforce. Verify that the Technician has completed the service closure process in Salesforce. Invoice clients for completed services through Acumatica, ensuring accuracy (including sales tax) and sending the invoice via email. Create and maintain an updated list of equipment in Salesforce, including:a. Entering sold equipment information once the Customer Service department sends the notification email.b. Inputting data under the ASSET tab.c. Creating service records in Salesforce for customer-owned equipment not purchased from Bionuclear. Maintain an Excel spreadsheet listing all installed equipment and their required maintenance frequency as indicated by the manufacturer. Coordinate preventive maintenance (PM) with clients and schedule them in Salesforce, assigning appropriate personnel and ensuring full compliance with each equipment’s maintenance calendar. Prepare quotations for parts, services, and maintenance outside contract scope, as requested by the Technician and/or client. Assist Division personnel (Service Technicians, Sales Consultants, Applications Specialists, and the Manager) with the necessary arrangements to complete customer services, including but not limited to: parts requests and availability, demos, services, client training certificates, and customer communications. Create contract information in Acumatica to process monthly billing on the first day of the month and send it to both the client and the Credit and Accounts Receivable Supervisor. Manage multimeter certifications as follows:a. National Standard:i. Assign the instrument pickup to the Service Technician.ii. Record the certification expiration date in Salesforce once picked up.iii. Create an Outlook alert, copying the Senior Service Technician and the Division Manager, indicating the next calibration date.b. Southeastern Biomedical:i. Request certification cost quotation from the supplier.ii. Send the quotation to the Division Manager for approval.iii. Forward the approved quotation to the Purchasing Department to generate the Purchase Order (P.O.) and prepare shipment once approval is confirmed.iv. Enter calibration expiration information in Salesforce upon instrument return.v. Create an Outlook alert copying the Senior Service Technician and the Division Manager. Identify and assign Technicians for customer site visits and installation or demo project setup. Create new customer records in Salesforce:a. Verify if the customer exists in the database; if not, send the “New Customer HC” form.b. Enter customer data upon receipt of the completed form.c. Notify Customer Service to request the customer number (HC).d. Prepare a quotation based on customer requirements.e. Send the quotation to the client and, once approved, generate the service order. Coordinate equipment pickup, transfer, or relocation (including demos or loaners) by:a. Contacting the client to confirm details and availability.b. Assigning the appropriate Technician.c. Creating the service in Salesforce.d. Closing the service cycle in Acumatica.e. Issuing the invoice as applicable. Manage warranty claims with suppliers (parts and/or services):a. Receive specifications from the Technician for the claim.b. Enter the claim in the supplier portal.c. Notify the supplier via email of the claim submission.d. Create the service call and assign the Technician once the part is received.e. Prepare part orders and sales requests as follows:i. Compile a detailed list of required parts in Excel.ii. Request quotations from external suppliers as needed.iii. Send the list to the Division Manager for approval.iv. Forward approved requests to the Purchasing Department (“Purchasing” group).v. Follow up with Purchasing until all purchase orders are received.vi. Generate service invoices and send them to clients via email or physical document.vii. Send the final invoice to the Finance Department’s Credit and Accounts Receivable unit based on the true equipment cost. Ensure strict adherence to the Division’s instructions, guidelines, and specifications when executing coordination tasks. Process equipment sales as follows:a. Verify the supplier’s installed base list (Excel) to check if the client is registered in the PEGA portal.b. If not, provide supplier with client name, employer ID, address, and phone, along with W9 and Merchant Registration.c. Once confirmed, email GE’s “Installed Base” group the equipment serial number and the Technician’s report (SA from Salesforce). Create new parts in the Acumatica platform. Notify clients when the supplier issues an equipment recall:a. Send the client the authorization document to process the recall.b. Assign the appropriate Technician to perform the recall service.c. Send the supplier the Technician’s SA report and client authorization to confirm closure.d. Process a zero-dollar invoice for the recall in Acumatica. Perform administrative tasks for the department, including but not limited to: answering and making calls, taking and relaying messages, copying, scanning, filing, distributing correspondence, and other related duties. Coordinate participation of Hospital Division staff in conventions, including:a. Creating a checklist of all requirements.b. Sending the checklist to the Project Management Department with all relevant details.c. Organizing promotional material quantities for distribution.d. Requesting placement of materials in warehouse aisle “S.”e. Invoicing convention equipment in Acumatica to record movement.f. Verifying placement with the Project Messenger.g. Upon completion, confirming return and counting promotional materials.h. Sending a final checklist to Project Management confirming returns and status.i. Removing the invoice in Acumatica to reflect equipment return to inventory. Actively contribute to maintaining the company’s mission and achieving its vision, exemplifying Bionuclear’s culture of efficiency, values, and commitment to superior internal and external customer service.INCIDENTAL DUTIES AND RESPONSIBILITIES Identify misplaced equipment, parts, or documents and follow up with relevant personnel to maintain organization within the Hospital Division. Cover Receptionist duties during lunch breaks or as needed to support the Administration Department. Participate in cycle and/or annual inventories by counting warehouse parts (009) and entering results in Acumatica, in coordination with the Inventory Coordinator. Coordinate participation of Division personnel in trainings and development activities (e.g., flight reservations, car rentals, lodging, expenses). Attend and/or coordinate meetings, trainings, and professional development activities as required. Coordinate, receive, and host visitors, including assisting with equipment transfer and installation between company facilities in coordination with other departments. Handle customer calls regarding complaints or improvement opportunities and refer them appropriately for resolution. Seek continuous improvement in daily tasks and assigned projects in alignment with Lean work principles. Perform other duties as assigned.EDUCATIONAL REQUIREMENTS High school diploma and at least two years of college education or completion of a technical course.PROFESSIONAL EXPERIENCE Minimum of one (1) year providing customer service.JOB COMPETENCIESKNOWLEDGE, SKILLS, ABILITIES, AND APTITUDES REQUIRED Strong command of Microsoft Windows applications: Word, Excel, PowerPoint, Outlook Excellent verbal and written communication skills in English and Spanish Ability to interact effectively with individuals at all organizational levels Strong prioritization and attention-to-detail skills Ability to identify and correct errors or omissions Ability to perform precise and effective coordination, ensuring timely synchronization in dynamic environments Excellent customer service skills and professional demeanor Ability to work collaboratively in a team environment Ability to work under pressure Availability for irregular hours and overtime Ability to multitask and meet expected results Capacity to complete tasks and goals with minimal supervision Strong emotional self-management and interpersonal skillsDISCLAIMER CLAUSE The information contained herein summarizes the general nature and complexity of the functions, competencies, and responsibilities of the position. It should not be interpreted as an exhaustive list of all duties, tasks, and responsibilities. Other tasks may be added, or existing ones modified, as determined by the company We are an Equal Employment Opportunity Employer and take Affirmative Action to recruit Protected Veterans and Individuals with Disabilities. Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. EEO/Affirmative Action for Veterans/Workers with Disabilities _____________________________________________________________________________________________________________________________________________________________________ DATOS GENERALES DEL PUESTO Título del Puesto: Coordinador de la División HospitalariaDepartamento: HospitalariaSupervisor(a) Inmediato(a): Gerente de la División HospitalariaClasificación: No-exento Naturaleza del Puesto Coordinar todas las solicitudes de servicios que se generen a través de llamadas telefónicas o correos electrónicos, siguiendo los procesos establecidos, maximizando los recursos de la División y garantizando un alto nivel de satisfacción en el servicio al cliente. Deberes y Responsabilidades Esenciales del PuestoAtender diariamente las comunicaciones de los clientes, tales como llamadas telefónicas, mensajes de texto y correos electrónicos que soliciten servicio para equipos hospitalarios, con el fin de: a. Preparar y enviar al cliente una cotización del servicio, de no tener un contrato. b. Verificar si el servicio corresponde o no a garantía. c. Referir la cotización aprobada por el cliente a la unidad de Crédito y Cuentas por Cobrar para acordar y concretizar el pago. d. Crear la llamada en Salesforce. e. Asignar la llamada al técnico correspondiente, según la disponibilidad, los adiestramientos del personal y la distancia entre el técnico y el cliente.Obtener la información completa sobre el problema del equipo, según sea necesario, mediante llamada al cliente tras el recibo de la requisición, para documentar correctamente la información en Salesforce.Verificar que el técnico haya completado el ciclo de cierre del servicio en Salesforce.Facturar al cliente el servicio realizado mediante Acumatica, asegurando que la factura esté correcta, incluyendo el IVU, y enviarla por correo electrónico.Crear y mantener actualizada en Salesforce la lista de equipos, lo que incluye: a. Incluir la información del equipo vendido una vez el personal de Atención al Cliente envíe el correo correspondiente. b. Entrar la información en la pestaña denominada “Asset”. c. Crear los servicios solicitados por clientes para equipos que no fueron comprados a través de Bionuclear.Crear y mantener actualizada una tabla en Excel con todos los equipos instalados y la frecuencia de mantenimientos según las indicaciones del manufacturero.Coordinar los mantenimientos preventivos (PM) con los clientes, agendarlos en Salesforce y asignar al personal correspondiente, asegurando el cumplimiento del calendario establecido.Preparar cotizaciones de piezas, servicios y mantenimientos fuera de contratos según lo solicitado por el técnico o el cliente.Atender las requisiciones del personal de la División (técnicos, consultores de ventas, especialistas de aplicaciones y gerente) y coordinar las gestiones necesarias para completar los servicios. Esto incluye requisiciones y disponibilidad de piezas, demos, servicios, certificados de adiestramiento, llamadas y visitas a clientes.Crear en Acumatica la información de los contratos para facturarlos el primer día del mes y enviarla al cliente y a la Supervisora de Crédito y Cuentas por Cobrar.Gestionar la información de los multímetros con los suplidores correspondientes (National Standard y Southeastern Biomedical), incluyendo la asignación de recogido, solicitudes de cotización, creación de alertas y registro de fechas de calibración en Salesforce y Outlook.Identificar y asignar al técnico correspondiente para realizar visitas a clientes y gestiones relacionadas con proyectos de instalación de equipos o demos.Crear nuevos clientes en Salesforce, verificando primero si ya existen en la base de datos; de no ser así, enviar el formulario “Cliente nuevo HC”, recibir la información completada, solicitar el número de cliente, crear la cotización, enviarla al cliente y generar el servicio una vez aprobada.Coordinar el recogido, movimiento o mudanza de equipos, demos o loaners, lo que incluye llamar al cliente, asignar el trabajo al técnico, crear el servicio en Salesforce, cerrar el ciclo en Acumatica y facturar según corresponda.Gestionar reclamaciones bajo garantía con suplidores, tanto de piezas como de servicios, registrando la información en los portales de suplidores, notificando por correo electrónico, coordinando con técnicos y preparando las órdenes de piezas y solicitudes de ventas, siguiendo el proceso establecido.Asegurar el cumplimiento de las instrucciones, guías y especificaciones provistas por el personal de la División en la ejecución de las tareas de coordinación.Procesar las ventas de equipos verificando la base instalada del suplidor, registrando al cliente en el portal “PEGA” cuando sea necesario, y comunicando la información correspondiente al suplidor y al grupo “Base Instalada” de GE.Crear piezas nuevas en la plataforma de Acumatica.Notificar a los clientes sobre “recalls” de equipos, coordinar el trabajo del técnico, enviar la