Sr. Field Service Coordinator

Sr. Field Service Coordinator

For over 90 years, Topcon's vision has been to solve societal challenges around the globe. In healthcare, we are developing innovations that improve patients' health and quality of life.

We empower eye care providers with advanced imaging, diagnostic solutions, and intelligent data technology. Our robotic devices deliver simplicity without compromise, by capturing clear images with the push of a button.

By joining Topcon Healthcare, you become part of a growing, diverse, global team. With office locations throughout North America, whether you are on-site, remote, or hybrid, our culture empowers you to contribute to company and personal success each day. At Topcon Healthcare, you can grow your career, gain new perspectives, and help address society's most pressing challenges. If you have drive, passion, and a desire to be part of a collaborative team, we want to hear from you.

At Topcon Healthcare, we don't wait for the future. We invent it. Join us.

The Sr. Field Service Coordinator is responsible for managing the service workflow from customer request through completion. This role ensures that work orders (WOs) are accurately created, properly assigned, and executed efficiently, while maintaining high levels of customer satisfaction. The coordinator acts as the main point of contact between customers, field service engineers (FSEs), and internal teams to deliver seamless service experiences.

This is an on-site position at our Oakland, NJ, headquarters Monday through Friday.

Key Responsibilities:

• Review incoming service requests and gather required details.
• Create and maintain work orders in the service management system.
• Prepare estimates for customer approval based on service requirements.
• Assign work orders to appropriate Field Service Engineers (FSEs) based on skill set, location, and availability.
• Monitor the progress of assigned work orders to ensure timely completion.
• Communicate with customers regarding service estimates, scheduling, and status updates.
• Conduct follow-up calls with customers to confirm satisfaction and ensure no additional service is required.
• Collaborate with internal teams to resolve escalations or service issues.
• Maintain accurate records of service activities, estimates, and customer communications.
• Provide reporting and feedback to management on service performance, customer satisfaction, and process improvements.

Qualifications:

• Minimum of 6 years experience in service coordination, scheduling, or customer support (field service industry preferred).
• Strong organizational and multitasking skills with high attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work effectively with both customers and technical teams.
• Proficiency in service management or ERP systems (e.g., SAP, Salesforce, ServiceMax).
• Basic understanding of estimating and cost analysis.
• High school diploma or equivalent (associate or bachelor's degree preferred).

Competencies:

• Customer-focused with strong problem-solving skills.
• Team-oriented and adaptable to changing priorities.
• Strong follow-up and accountability.
• Ability to remain calm and professional in high-pressure situations.

Base Pay:

Expected Base Pay Range: $30.00 to $35.00 Hourly

The base pay range included is a projected hiring range for a position, level and potential work location(s) listed. Topcon provides the compensation range that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full-time schedule.

Benefits:

Topcon offers a comprehensive benefit package for this position including medical, dental, vision, life insurance, disability insurance, tax saving spending accounts a 401(k) plan with employer match, tuition reimbursement in addition to other perks and benefits. We also offer time off for our employees to recharge. Our employees are eligible for paid company holidays, paid personal time off, and paid sick time that meets or exceeds state/local requirements.

Topcon reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation; individual candidate compensation may be determined based on individual skills, experience, training, certifications, education, final work location and other factors not related to an applicant's sex or other status protected by local, state, or federal law. Changes in the position level, location or other factors associated with the role may change the final determined compensation. The recruiter can provide additional information during the hiring process.

EEO Statement:

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.