Installation & Training (Onboarding) Coordinator

Job Purpose

The Installation & Training Coordinator plays a critical role within Lumenis, responsible for delivering seamless, efficient, and positive customer experience throughout the onboarding and service process. As a key member of the Customer Experience team, this position supports the delivery, installation, clinical scheduling, and customer success, ensuring customers are effectively managed and supported from the point of sale, full system integration, and throughout the first year of ownership. The role serves as a vital partner to the Sales team, helping drive customer satisfaction, adoption, and retention by providing proactive support and coordination. Specialists collaborate with sales representatives, customers, logistics vendors, and cross-functional departments to ensure a smooth experience at every stage of the Customer Ownership Journey. Additionally, the role leverages AI-powered tools and technology to enhance customer communications, streamline processes, provide timely support, and improve overall operational efficiency.

Main Duties

Customer Interaction & Service Excellence

• 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

• Manage and process 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

• 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

• 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

• 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

• 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

• 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.

Required Qualifications

• Minimum of 3 years of experience in customer experience, scheduling, or service coordination.
• Proven experience in managing customer inquiries, scheduling, logistics, sales order management, and delivering high-quality customer support.
• Excellent verbal, written, and interpersonal communication skills, with the ability to handle diverse customer situations effectively.
• Ability to work independently and as part of a team, demonstrating accountability and reliability.
• Strong organizational skills, with the ability to manage multiple tasks and priorities in a fast-paced environment.
• Analytical skills with the ability to identify and resolve issues promptly.
• Experience with CRM systems or order management software is a plus.

Preferred Qualifications

• Experience in sales support, logistics coordination, and customer support.
• Familiarity with medical devices or industry-specific products/services.
• Knowledge of process improvement methodologies or customer success best practices.
• Associate's or Bachelor's Degree preferred or equivalent experience.

Personal Attributes

• Strong problem-solving abilities and a customer-first mindset.
• Ability to handle sensitive and confidential information with discretion.
• Motivated, self-driven personality with a focus on teamwork and operational excellence.