Service Operations Coordinator Irving, TX

Overview

Fotona is one of the world’s fastest-growing leaders in aesthetic, medical, and dental laser innovation. With 50+ years of engineering excellence and more than 30,000 systems installed globally, we’re known for breakthrough results, unmatched reliability, and unwavering customer commitment. Our legacy is strong, our technology is exceptional, and we’re just getting started. Fotona is seeking a Service Operations Coordinator to join our team based at our US headquarters in Irving, Texas.

• Support the operational flow of service parts and serve as a liaison between customers, field engineers, R&D, Manufacturing, and Executive Leadership.
• Coordinate, track, and oversee the movement of service parts to support customers and Field Service Engineers throughout the United States.
• Manage reverse logistics and monitor repair and backlog orders; maintain inventory accuracy and ensure timely follow-up and resolution of operational issues.
• Collaborate with the Service Desk Manager, Field Service Manager, Outside Engineers, Lab Engineers, Shipping, Orders and Billing, Manufacturing, and R&D to support communication and workflow across departments.
• Work with candidates who have experience in service operations, logistics coordination, technical support, or customer service environments.
• Coordinate, track, and oversee QA testing needs by consulting with engineers to ensure the right data is captured for product improvement.
• Monitor KPIs related to device quality and operational efficiency; run and maintain comprehensive quality reports to identify trends in part failures or logistics bottlenecks.
• Lead and facilitate recurring cross-functional meetings to address quality issues and support executive reporting and decision making.
• Present operational data in high-level reports and slide decks for leadership meetings.
• Provide executive support by executing tasks and following up on initiatives requested by leadership.
• Engage in data analysis and ensure accurate, timely information is available for decision making.

• At least 1 year of experience in Customer Care, Technical Support, or an equivalent role.
• Ability to lift and carry up to 20 lbs occasionally and up to 50 lbs 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 sit for extended periods; ability to work at a computer and sit for long periods.
• Associate’s, Bachelor’s, or Technical Degree preferred; high school diploma or equivalent required.

• Organizational excellence: ability to track moving parts and tasks across different time zones.
• Communication: exceptional verbal and written skills.
• Analytical mindset: comfortable working with data to identify patterns in device failures or shipping delays.
• Software proficiency: experience with ERP/CRM systems and advanced proficiency in PowerPoint/Google Slides and Excel.
• Proactive follow-up: a results-driven mindset to ensure tasks assigned by leadership are completed without supervision.

• Ability to drive, use foot pedals, and operate pallet jacks or electric power lifts occasionally.
• Willingness to perform physical activities including climbing ladders and stairs as needed.

• 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 career within 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.