Service Coordinator

National Seating & Mobility (NSM) is dedicated to providing complex rehabilitation seating and mobility solutions. They are seeking a Service Coordinator who will blend customer service, technical expertise, and organizational skills to ensure customer satisfaction and efficient service delivery, including equipment coordination and troubleshooting.

Responsibilities

• Greet and assist customers in-store, helping them choose suitable equipment
• Provide helpful solutions and set up equipment deliveries to customer homes
• Establish effective working relationships with therapists and other healthcare professionals for equipment demos, trials, and rentals
• Coordinate remote repair services for wheelchairs, lifts, and other medical equipment
• Prepare quotes for clients and funders
• Manage emails, appointments, and client records
• Assist with deliveries and pick ups of equipment from client homes, hospitals, and assisted living centers
• Administer the equipment reservation and rental process; requires keen attention to detail, in-depth understanding of operating system/software, and strong paperwork and organizational skills
• Maintain accurate records of customer deliveries, billings, reservations, and service (work and customer orders)
• Complete quotations, work orders and customer orders accurately for efficient billing
• Modify accessories and other components to enhance the equipment’s user interface
• Complete maintenance, service, setup, and repair of NSM-owned equipment for trials and demonstrations by NSM sales and customer service staff
• Establish maintenance, service, setup, and repair of customer-owned equipment at branch and customer locations (home or facilities)
• Troubleshoot and repair equipment issues for customers, both in-store or on-site, at customer homes
• Communicate technical assessment results of customer-owned equipment with other NSM staff, for billing or estimate (quotation) preparation
• Develop ongoing knowledge and skills through product literature, in-house training on new products and services and enhance product knowledge and improve equipment and component identification, and by attending manufacturer training courses
• Ensure NSM company stickers are on all equipment and all components of equipment that can be removed (e.g., footrests)
• Check that equipment is in proper condition. Complete minor repairs on rental equipment upon return and report any issues to the Branch manager
• Adhere to scheduled appointments; promptly notify the office if running late, and complete in-store duties after appointments
• Assist fellow technicians as required, e.g., assistance with repairs

Skills

• Experience in service coordination and knowledge of the Okanagan area
• Stellar customer service skills
• Engaged and successful communication
• Ability to effectively handle multiple customer calls and in-person customer visits
• Enter and manage information in IT systems, accurately and efficiently
• Offer and develop solutions based on clients' enquiries
• Previous experience in customer service for technical items/services
• Strong prioritizing, time management, organizational, and scheduling skills
• Attention to detail
• Proficient in MS Office and other software (e.g., order/inventory systems)
• Excellent verbal and written communication skills, including active listening
• Sensitivity to working with customers/others in vulnerable and emotional situations (e.g., discussing palliative care needs, delivering/picking up palliative care equipment)
• Collaborative and hive-minded, engaged with the branch and forward thinking
• Ability to work quickly but accurately and adapt to a fast pace and likely changes during the work day schedule
• Physically capable of manipulating items up to 75 lbs
• Able to lift heavy equipment, work in confined spaces and bend frequently
• Ability to climb ladders and rolling staircases
• Valid driver's license

Benefits

• Employer-paid benefits, ensuring your health and well-being.
• RRSP matching program, helping you invest in your future.
• Generous paid time off, because work-life balance matters.
• Company-sponsored events, fostering a fun and inclusive team culture.
• Branded company attire, so you can represent NSM with pride.

Company Overview