Service Operations Coordinator (Irving, TX)

Fotona is one of the worlds fastest-growing leaders in aesthetic medical and dental laser innovation. With 50 years of engineering excellence and more than 30000 systems installed globally were known for breakthrough results unmatched reliability and unwavering customer commitment.
Our legacy is strong our technology is exceptional and were just getting started.

Fotona is seeking a Service Operations Coordinatorto 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 20lbs occasionally ability to lift and carry up to 50lbs. 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 dayability to work at a computer and sit for extended periods.
• Associates Bachelors or Technical Degree preferred though not required. High school diploma or equivalentrequired.

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 mentalityensuring that tasks assigned by leadership reach the finish line without supervision.

Requirements:

• Ability to lift and carry up to 20lbs. frequently ability to lift and carry up to 50 lbs. occasionally ability to push/pull/move very heavy equipment on wheels/casters occasionally.
• 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 careerwithin 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.