Location: San Jose, CA | Hybrid - 4 days in office, 1 day remote (Fridays)
Company: Lumenis Be, Americas Region
About Lumenis: Energy to Healthcare Lumenis is a global leader in the field of minimally invasive clinical solutions for the Ophthalmology and Aesthetic markets and is a world-renowned expert in developing and commercializing innovative energy-based technologies, including Laser, Intense Pulsed Light (IPL), and Radio-Frequency (RF).
Read more at http://www.lumenis.com.
Role Overview: The Installation & Training Coordinator has a critical role within Lumenis, responsible for delivering seamless, efficient, and positive customer experience throughout the onboarding and service process. As part of the Customer Experience/Installation team, this position will support the onboarding process, which includes delivery, installation and clinical scheduling process, ensuring that customers are effectively onboard from the point of sale to full system integration. Coordinators will facilitate interdepartmental communication, handle customer inquiries, and resolve issues to ensure timely and quality service.

REQUIRED QUALIFICATIONS:

• Minimum of 3 years of experience in customer service, scheduling, or service coordination.
  All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability, gender identity, and sexual orientation.
  The job description outlined above reflects general details as necessary to describe the primary functions of this job and the level of knowledge and skill typically required but should not be construed as an all-inclusive listing of work requirements. Individuals may be asked to perform duties other than those mentioned above in order to cover absences or relief in the appropriate department to equalize peak work periods or otherwise balance the workload.
  Applicants responding to this posting must be able to provide proof of eligibility to work in the United States

• Customer Interaction & Service Excellence:
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• Serve as the primary point of contact for customer inquiries, managing service issues, processing replacement orders, and handling post-sale support.

• Provide exceptional customer service by responding promptly and professionally to inbound calls, emails, and other forms of communication.
• Ensure all customer interactions reflect Lumenis’ commitment to excellence, ensuring a seamless Onboarding experience for customers.
• Order Management & Coordination:
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• Manage sales orders, tracking progress, and provide customers with updates on the status of their orders, ensuring timely and accurate deliveries.

• Collaborate with cross-functional teams, including sales, finance, logistics, and Customer Engineers, to ensure that all customer needs are met on time and to specification.
• Manage and maintain schedules for Customer Engineers and Clinical Trainers, coordinating installation timelines and ensuring smooth operations.
• Problem Resolution & Troubleshooting:
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• Identify and resolve customer issues related to device issues, shipping, installation or clinical training.

• Take proactive steps to mitigate potential delays, ensuring minimal disruption to the customer experience.
• Escalate complex issues or concerns to management as necessary, ensuring that problems are addressed promptly and satisfactorily.
• Process Improvement & Feedback:
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• Participate in continuous improvement initiatives to enhance customer experience, offering suggestions for process optimization based on customer feedback and operational insights.

• Provide feedback to management on recurring customer issues and contribute to team discussions about improving service procedures and policies.
• Data Management & Reporting:
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• Maintain accurate and comprehensive records of all customer interactions, including communications, onboarding status, resolutions, and feedback within the CRM system.

• Ensure that all customer data is updated and accurate to help streamline communication and prevent errors.
• Cross-Functional Collaboration:
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• Work closely with the Customer Experience/Installation Manager to execute departmental strategies and initiatives.

• Ensure alignment with the overall customer journey by communicating effectively with internal teams and supporting leadership in achieving customer success goals.
• Adherence to Policies and Standards:
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• Ensure compliance with all company policies and standards in every aspect of customer interaction.

• Maintain a professional, customer-first mindset while balancing the need for operational efficiency.