Service Coordinator at Innovative Product Achievements LLC in Duluth, Georgia

Job Description:

IPA is mandating that all of our employees must have the COVID vaccine. To be considered for this position, you must be fully vaccinated before the start of employment. Exemptions and accommodations will be made for legitimate religious or medical reasons.

Position Overview

Reporting directly to the Director of Customer Support, the Service Coordinator will primarily be responsible for managing and coordinating Preventative Maintenance cases for IPA’s coverCare customers from start to finish.  The Service Coordinator also has responsibility to maintain and control inventories for all Parts Kits issued to Third Party Field Service Technicians, Distributors, and IPA employees.  Serving as the primary back-up for IPA’s Shipping & Receiving Associate, Implementation Coordinator, and Customer Service Representative positions as needed, this role requires someone with deep knowledge of IPA customers and processes.  The Service Coordinator plays a key role in supporting IPA’s Service team where effective communication, attention to detail, and a customer centered focus are essential.

Essential Job Functions and Basic Duties

Preventative Maintenance (PM)

• Manage IPA’s entire fleet of machines and monitoring when they are due for a PM.


• Create the PM case in Sales Force and close when PM is completed.


• Coordinate with our Third-Party Service partner to ensure PM’s are completed as required.


• Monitor and maintain Preventative Maintenance email inbox daily.


• Review all incoming emails for correct subject line and attachment name; return emails that do not comply with naming conventions for correction.


• Return incomplete or inaccurate checklists to appropriate personnel.


• Allocate all checklists from compliant emails to the corresponding customer file (Engineering/Ricoh PM Docs).


• Review each checklist for completion and accuracy.


• Accurately record and update most recent PM date and Processor Firmware Revision.


• Verify machine status by checking Remote Service and accurately update equipment record.


• Ensure completed checklists are attached to the equipment record.


• Allocate completed emails to corresponding customer folder in PM email box.

Maintain and Control Part Kit Inventories

• Manage inventory process for all IPA owned inventories. This may include kits issued to distributors, IPA employees, and one or more third party repair services contracted by IPA.


• Coordinate with IPA IT team and Salesforce contractor to request monthly inventory resets. This process may involve the Service Coordinator performing the monthly inventory resets.


• Monitor and review all submitted inventory forms.


• Manage internal and external communications regarding spare part kit inventories. This may include inventory requests, updates, kit ownership transfers, and any other necessary kit communication.


• Investigate, assist, and communicate claims of IPA Service App issues resulting in inability to perform inventory.


• Calculate and communicate spare part kit replenishment costs using current year Salesforce Price Books.


• Assist with other third-party communication and processes as required; for example, inactivating third party repair technicians when necessary, shipping address changes, and password requests.

Other

• Serve as the primary back-up for IPA’s Shipping & Receiving Associate, Implementation Coordinator and Customer Service Representative positions


• Demonstrate results through organizational, communication, problem solving, multi-tasking and technical skills.


• Ensure that all confidential records in the work area are properly secured each day. Maintain privacy of customer account information.


• Keep management informed of area activities and of any significant problems or concerns.


• Assist the Director of Customer Support as directed.


• Adhere to established security safeguards, procedures, and other company policies.


• Perform other duties as assigned

Minimum Qualifications

Education and Experience:	Associates degree or equivalent from two-year college or technical school; Or equivalent combination of education and related experience. Minimum one year of related experience. Experience in manufacturing background (highly preferred).
Required Knowledge:	Proficient with Microsoft Office (specifically in Excel – must be able to read the charts, create reports, and add VLOOKUPs). Strong knowledge of the Company’s operations and management. Thorough understanding of IPA products, related technologies, and IPA’s process. Knowledge of company policies and procedures.
Skills/Abilities:	Quick learner, self-starter, able to work independently. Can operate under limited supervision, but also work well with the team to collaborate, train and be trained to support Service department. Ability to handle situations, issues, and information with sound judgement, diplomacy, and sensitivity. Exceptional verbal and written communication skills. Extensive knowledge of the principles, procedures, and best practices in the industry. Excellent planning and organizational skills and attention to detail. Strong analytical and problem-solving skills. Strong follow-up and follow-through skills. Proficient with Microsoft Office and utilization of SalesForce (Utilize Customer account, equipment record, ability to add docs, open and close cases, find contacts).

Work Schedule, Position Status, & Compensation:

• 
  Monday to Friday: 8:30am to 5:30pm


• Full Time – Regular


• Hourly – Non-exempt


• $21 - $24 / hour

Benefits:

• Medical, Dental, and Vision


• Telemedicine


• Health Savings Account (HSA)


• Flexible Spending Accounts (FSA)


• Company-paid Short-Term and Long-Term Disability Insurance


• Company-paid Life and Accidental Death & Dismemberment


• 401k with company match


• Employee Stock Purchase program


• Paid holidays & paid time off

ABOUT THE COMPANY

IPA is the leading manufacturer of linen and specialty uniform distribution solutions.  IPA provides the most advanced range of solutions for the management and automation of healthcare linen and specialty uniforms. We design advanced software and hardware solutions that allows you to monitor and manage distribution processes efficiently while increasing staff satisfaction, reducing infection risks and reducing costs. Our solutions are made in the U.S.A and are installed in more than 1,000 hospitals worldwide.

Since the introduction of our first healthcare linen automation product in 1995, IPA has grown to become the market leader with more than 900,000 healthcare professionals utilizing our technology each day. Our customer base ranges from community hospitals to leading academic hospitals, including 18 of the 20 hospitals recognized on the U.S. News and World Report Best Hospitals Honor Roll, 2020-2021.

Our focus is on reducing the cost of healthcare and it is this focus that drives us to deliver quality solutions to our customers every day.

For more about life at IPA visit https://www.thinkipa.com/careers

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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