Medical Device, Service Coordinator
PENTAX Medical
Summary
The Medical Device Service Coordinator supports the smooth day-to-day operations of the service department by coordinating administrative processes, managing communication flows, and ensuring compliance with service procedures. The Service Operations Coordinator is the central point of contact for scheduling, documentation, and coordination between repair teams, logistics, customer service, and regional stakeholders. The contribution of the job holder helps ensure timely service delivery, high-quality standards, and excellent customer support. The Service Operations Coordinator also provides feedback and input to the repair team to support continuous improvement in inspection and repair quality.
Job description
Responsibilities
- Coordinate service and repair orders, ensuring accurate documentation and timely processing in ERP and service systems.
- Act as the administrative interface between technicians, customer service, logistics, and spare parts planning.
- Coordination of repair of non-PENTAX equipment (monitors, pumps...) with 3rd party
- Schedule and track service activities, including device repairs, inspections, demo device handling, and shipment coordination.
- Support data entry and reporting for service metrics (e.g., turnaround time, backlog, repair volume).
- Maintain customer and equipment records, ensuring all data is complete and in compliance with quality standards.
- Handle internal and external communication related to service requests, escalations, and status updates.
- Support service invoicing and warranty claim documentation in collaboration with finance and customer service.
- Provide structured feedback and input to the repair team to improve inspection results, repair quality, and overall process efficiency.
- Assist in internal audits, compliance reviews, and documentation control activities.
- Help implement process improvements in administrative workflows and digital tools (e.g., ERP, CRM, ticketing systems).
- The position holder proactively supports colleagues within the service organization by providing targeted information and expert guidance in line with defined processes – with the aim of fostering efficiency, knowledge transfer, and sustainable cross-functional collaboration.
- Customer focus is embedded in every role. Through collaboration, consistency, and process excellence, we ensure that every action contributes to a positive customer experience and long-term satisfaction.
- Takes on additional responsibilities and special projects as assigned, in alignment with business needs
Requirements
- Completed vocational training or a bachelor's degree in business administration, Office Management, Logistics, or a similar field – or equivalent qualification.
- Experience in a service operations, technical administration, or customer support environment; experience in medical devices is a plus.
- Familiarity with ERP systems (e.g., Microsoft Dynamics 365, Navision) and basic reporting tools (e.g., Excel).
- Strong organizational skills and attention to detail.
- Service-oriented mindset with excellent communication and coordination abilities.
- Ability to work in a structured and reliable manner, even under pressure
Requirements
- Completed vocational training or a bachelor's degree in business administration, Office Management, Logistics, or a similar field – or equivalent qualification.
- Experience in a service operations, technical administration, or customer support environment; experience in medical devices is a plus.
- Familiarity with ERP systems (e.g., Microsoft Dynamics 365, Navision) and basic reporting tools (e.g., Excel).
- Strong organizational skills and attention to detail.
- Service-oriented mindset with excellent communication and coordination abilities.
- Ability to work in a structured and reliable manner, even under pressure
Benefits
- Paid Time Off
- Holiday Policy
Company overview
PENTAX Medical is a globally recognized division of HOYA Corporation, dedicated to the design, development, and manufacturing of advanced endoscopic imaging solutions. Established in 1919 and headquartered in Tokyo, Japan, the company has grown into a leading provider of flexible endoscopy products used across gastroenterology, pulmonology, ENT, and other medical specialties. With research and development centers and manufacturing facilities in Japan, Europe, and the United States, PENTAX Medical delivers cutting-edge technologies including high-definition video processors, slim colonoscopes, and AI-integrated diagnostic support systems. The company's product portfolio encompasses the INSPIRA™ video processor series and the i20c video endoscope series, known for superior ergonomics, advanced imaging, and enhanced maneuverability. PENTAX Medical operates globally with regional headquarters in Montvale, New Jersey (Americas) and Hamburg, Germany (EMEA), serving healthcare professionals worldwide. The company is committed to improving patient care through quality, clinically relevant innovation, and simplicity, while collaborating closely with clinical partners to address real-world challenges in endoscopic procedures.