Field Service Careers in the Medical Technology Industry

Job Description

Reporting to the Operations Manager, Logistics Coordinators is responsible for setting up, managing and ensuring flawless execution of the complex array of logistics required for live organ donation and transplant. Logistics Coordinators partner with member transplant centers, 3PLs/couriers, testing centers, airlines and internal team members (technology, operations).

This role requires exceptional communication, customer service, attention to detail and relationship management skills, as well as a strong sense of ownership and accountability, commitment to excellence, bias for action, calm under pressure, and the initiative, drive and passion to improve operations to best meet the needs of customers.

Key Responsibilities:

• End-to-end logistics of kidney transportation, ensuring timely and secure delivery - pickups, receipt on board, flight departure/arrival, airline recovery, delivery confirmation.
• Schedule and monitor courier vendor activities.
• Manage GPS tracking system fleet (GPS systems provide real-time reporting on kidney shipments).
• Keep leadership abreast of GPS fleet operational efficiency and security.
• Identify opportunities/make recommendations for process improvements (operations, software, etc.).
• Ensure that operational logistics data is integrated into digital platforms for real-time tracking and reporting.
• Assist in the collection and analysis of logistics data, donor trends, and operational performance.
• Provide data and feedback to leadership to support data-driven decision-making.
• Provide outstanding customer service to external and internal customers and stakeholders.
• Continuous learning and professional development.

• Bachelor's degree in Business Administration, Logistics, or other relevant field
• Demonstrated experience in high-touch logistics, transportation, or operations environment
• Strong organizational skills with the ability to juggle multiple high-priority projects simultaneously
• Customer service experience – manage expectations, demonstrate empathy, clear/precise communications, solution-oriented, relationship management
• Excellent communication skills (clear, assertive), capable of receiving feedback constructively and able to adapt to dynamic challenges
• Extreme Ownership and ability to thrive in a fast paced, high demand environment
• Initiative, drive, flexibility and creativity to ensure mission accomplishment
• Attention to detail – pride in quality and service excellence
• Mission-oriented and collaborative – work effectively with team to meet goals and continuously improve
• Must be willing to put in longer hours when needed, given the necessity for high performance with services that save and improve lives.
• LCs rotate On-Call responsibilities beyond normal work hours to handle any unforeseen issues.
• Action-oriented – ability to assess and act quickly to avert or solve problems
• Ability to learn new technology and proficient in Microsoft Office and Outlook

Why this opportunity?

This is a tremendous opportunity for a high-performance, mission-driven professional who is seeking greater meaning and impact in their work. The life-saving work that our client does is nothing short of impressive. As they continue to grow the organization, its services and capabilities, they need motivated, committed, reliable, customer service-oriented leaders to meet their goals for quality, speed and number of successful living donor transplants annually. If you possess the energy and passion to serve others and thrive in fast-paced, high accountability environments, this may be the ideal opportunity for you!

Job Description

• Provide customer support through on-site installations, cost-effective repairs, preventative maintenance, and product upgrades on diagnostic instruments and systems.
• Diagnose and troubleshoot technical issues, analyzing failures and implementing corrective actions to ensure instrument reliability.
• Deliver high levels of customer service to maintain strong customer relationships and ensure satisfaction.
• Act as a liaison between customers and internal teams, demonstrating professionalism, commitment, and clear communication.
• Escalate unresolved technical issues appropriately and follow up to resolution.
• Advise customers on the proper operation, maintenance, and troubleshooting of instruments and systems.
• Collaborate with internal Sales, Applications, and Service teams to share customer feedback, technical insights, and service opportunities.
• Promote service contracts and assist with renewals through established customer relationships.
• Ensure compliance with all quality, regulatory, and service procedures, maintaining complete and accurate records.
• Document service activities in a timely and detailed manner.
• Maintain accurate service inventory and ensure proper control of assigned parts and materials.

• Strong organizational and time management skills with the ability to prioritize effectively.
• Excellent communication skills to interface with customers, peers, and management.
• Strong technical and analytical aptitude with attention to detail.
• Proven ability to work independently within a designated territory while achieving performance goals.
• Team-oriented mindset with the ability to collaborate toward regional and national objectives.
• Ability to lift up to 50 lbs and work in laboratory or hospital environments.

• Associate degree in Electronics, Biomedical Engineering, Medical Technology, or a related field required.
• Equivalent experience may be considered in lieu of a degree.

• Minimum of 3 years of experience servicing medical device or diagnostic equipment.
• Working knowledge of personal computers and Windows operating systems.
• Familiarity with Laboratory Information Systems and network connectivity preferred.
• Proficiency with Microsoft Office 365.
• Ability to work flexible hours and participate in rotational on-call coverage as required.