Service Operations Coordinator - (Irving, TX)

Irving, TX
Full Time
Service and Support Engineering
Mid Level

Fotona is one of the world’s fastest-growing leaders in aesthetic, medical, and dental laser innovation. With 50+ years of engineering excellence and more than 30,000 systems installed globally, we’re known for breakthrough results, unmatched reliability, and unwavering customer commitment.
Our legacy is strong, our technology is exceptional, and we’re just getting started.

Fotona is seeking a Service Operations Coordinator to join our team based at our US headquarters in Irving, Texas. The Service Operations Coordinator will be a key team player for the Service Department, supporting the operational flow of service parts and serving as a liaison between customers, field engineers, R&D, Manufacturing, and Executive Leardership. 

The Service Operations Coordinator will coordinate, track, and oversee the movement of service parts to support customers and Field Service Engineers throughout the United States. They will manage reverse logistics, monitor repair and backlog orders, maintain inventory accuracy, and ensure timely follow-up and resolution of operational issues. The Coordinator will work closely with the Service Desk Manager, Field Service Manager, Outside Engineers, Lab Engineers, Shipping, Orders and Billing, Manufacturing, and R&D teams to support communication and workflow across departments. Ideal candidates will have experience in service operations, logistics coordination, technical support, or customer service environments.

This role requires a strong combination of organizational skills, communication, collaboration, and a dedication to operational excellence.

Key Responsibilities:
1. Logistics & Parts Management

  • Reverse Logistics: Coordinate the return of all failed service components to the manufacturer for critical Quality Assurance (QA) testing and Ensure that returned failed parts are accompanied by accurate "Failure Analysis" documentation from the field to ensure R&D has the context needed for testing.
  • Repair Coordination: Manage the flow of service parts sent to and received from the manufacturer for customer repairs, ensuring minimal downtime.
  • Backlog Management: Oversee and escalate delayed parts orders to the manufacturer to ensure customer satisfaction and timely repairs.
  • Asset Recovery: Monitor and enforce the return of unused service parts from customers and Field Service Engineers (FSEs) to maintain inventory accuracy.

2. Cross-Functional Communication & Liaison

  • Inter-Departmental Bridge: Serve as the primary point of contact between Outside Engineers, Lab Engineers, Service Desk, Shipping, Orders, and Billing.
  • Global Collaboration: Lead and facilitate recurring meetings between US Service, European Manufacturing, and R&D to address and resolve quality issues.
  • Internal Advisory: Consult with engineers regarding specific parts required for QA testing to ensure the right data is being captured for product improvement.

3. Data Analysis & Executive Reporting

  • KPI Tracking: Monitor and maintain Key Performance Indicators (KPIs) related to device quality and operational efficiency.
  • Quality Reporting: Run and upkeep comprehensive quality reports, identifying trends in part failures or logistics bottlenecks.
  • Executive Support: Execute tasks and follow up on initiatives directly requested by leadership.
  • Presentations: Collect and synthesize operational data into high-level reports and slide decks for meetings.
  • At least 1 year of experience in Customer Care, Technical Support, or equivalent.
  • Ability to lift and carry up to 20 lbs occasionally, ability to lift and carry up to 50 lbs. rarely, ability to push/pull very heavy equipment on wheels/casters occasionally.
  • Ability to stand, lift, push/pull, bend, squat, stretch, reach, twist/turn, walk, and reach throughout the day, ability to work at a computer, and sit for extended periods.
  • Associate's, Bachelor's, or Technical Degree preferred, though not required.  High school diploma or equivalent required.

Required Skills & Qualifications:

  • Organizational Excellence: Ability to track moving parts (literally and figuratively) across different time zones.
  • Communication: Exceptional verbal and written skills.
  • Analytical Mindset: Comfortable working with data sets to identify patterns in device failures or shipping delays.
  • Software Proficiency: Experience with ERP/CRM systems and advanced proficiency in presentation software (PowerPoint/Google Slides) and Excel
  • Proactive Follow-up: A "closer" mentality—ensuring that tasks assigned by leadership reach the finish line without supervision.

Requirements:

  • Ability to lift and carry up to 20 lbs. frequently, ability to lift and carry up to 50 lbs. occasionally, ability to push/pull/move very heavy equipment on wheels/casters occasionally.
  • Comprehensive benefits package including Medical, Dental, FSA/HSA/HRA Options, Vision, Life, AD&D, LTD, STD, and 401(k) with company match. 
  • Opportunity to develop and grow a career within a fast-growing and industry-leading company.
  • Ability to stand, walk, sit, and work at a computer for extended periods frequently and throughout the day.​​​​  Ability to perform various physical activities including stooping, crouching, kneeling, climbing ladders and stairs, bending, squatting, stretching, reaching overhead and at or below shoulder level, and twisting/turning, frequently and throughout the day.
  • Ability to drive, use foot pedals, and operate pallet jacks or electric power lifts occasionally.

Compensation:

  • Competitive pay based on experience.
  • Comprehensive benefits package including Medical, Dental, FSA/HSA/HRA Options, Vision, Life, AD&D, LTD, STD, and 401(k) with company match. 
  • Opportunity to develop and grow a career within a fast-growing and industry-leading company.

*Fotona is proud to be an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive environment for all employees. 

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