Call Center Representative - Medical Imaging Se...

Got a calm voice, quick fingers, and a talent for keeping things from spiraling?Perfect. We’re looking for a Call Center Representative who thrives when the phone rings, the clock is ticking, and everyone needs answers now. You’ll be the first friendly (and organized) human our customers reach when medical imaging equipment misbehaves.... following a smart intake script, capturing the details that actually matter, and keeping everything documented cleanly and accurately. Think less “fixing the machine yourself” and more “making sure the right people have exactly what they need to fix it fast.”

This role is equal parts problem‑solver, professional note‑taker, and behind‑the‑scenes hero.You’ll juggle calls, texts, systems, and live vendor handoffs like a pro.... all while staying cool, polite, and on point. You’ll know when something is routine and when it’s a drop‑everything situation, escalate appropriately, and track issues through resolution so nothing falls into the void. If you like structure, checklists, clear processes, and the oddly satisfying feeling of closing a case the right way, all from a dedicated work‑from‑home* setup, you’ll probably love it here. Bonus points if healthcare, medical devices, or service coordination already feel familiar.

Delta Medical Systems, a Siemens Healthineers Advanced Partner, has been delivering innovative medical imaging solutions for over 45 years. We have just over 100 employees in 13 states. We work hard and expect excellence but find plenty of time for laughter and camaraderie. Learn more about working at Delta: https://www.deltamedicalsystems.com/join-our-team/

Competencies

• High school diploma or equivalent required.  Associated degree preferred.
• Minimum of two (2) years of experience in customer service, call center operations, service dispatch, or technical support.
• Strong verbal and written communication skills.
• Demonstrated ability to follow scripts and procedures while maintaining a professional customer experience.
• High attention to detail with strong documentation accuracy.
• Ability to manage multiple systems and live calls simultaneously.
• Experience with Microsoft CE / Dynamics 365 CRM preferred.
• Experience in healthcare, medical devices, or medical imaging environments preferred.
• Prior experience coordinating third-party vendors or field service teams preferred.
• Familiarity with downtime escalation procedures and service-level agreements (SLAs) preferred.

Primary Responsibilities

• Receive and respond to inbound service requests via phone and text.
• Follow established intake scripts to gather accurate and complete service information.
• Accurately document all service interactions in Microsoft CE (Dynamics 365 CRM).
• Initiate outbound calls to appropriate service vendors and facilitate live, warm handoffs while the end user remains on the line.
• Confirm vendor case creation, response commitments, and next steps.
• Identify critical system downtime events and escalate per established procedures.
• Notify customer leadership and internal management of prolonged or high-impact outages.
• Track service activity through resolution and confirm proper case closure.
• Maintain compliance with documentation, quality, and communication standards.
• Support Delta Medical Systems' quality policy through compliance with quality management system documentation
• Perform other duties as assigned by direct supervisor.

Benefits

• 401(k) retirement plan with company match
• Excellent vacation policy, including paid family leave, and paid holidays
• Comprehensive and affordable insurance package including medical, dental, vision
• Company paid: short-term disability, long-term disability, and life insurance/AD&D
• Corporate based tech support
• Education assistance

Physical Demands 

• Prolonged periods of sitting while working at a computer and telephone
• Frequent use of hands and fingers for typing, data entry, and operating a keyboard, mouse, and phone headset
• Repetitive motions involving hands, wrists, and fingers
• Ability to view a computer screen for extended periods of time
• Ability to hear and speak clearly to communicate with customers via telephone or virtual platforms
• Ability to focus and remain attentive in a fast‑paced, call‑driven environment
• Occasional standing, stretching, or movement as needed during the workday
• Ability to maintain reliable attendance and work scheduled hours, including peak call periods

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Work From Home Equipment

• Maintain a designated home workspace suitable for prolonged computer and phone use
• Use standard office equipment, including a computer, keyboard, mouse, monitor, and headset
• Maintain a quiet environment sufficient for customer conversations

*There may be the occasional need to come into the office for periodic meetings or training. Preference given to qualified candidate near Brookfield, WI or Twin Cities MN.