Customer Experience 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 Customer Experience Coordinator is responsible for driving a positive and consistent customer journey across all field service interactions. This role involves proactively contacting customers after installations, training sessions, maintenance visits, and other service activities to collect feedback and ensure satisfaction. The coordinator monitors all customer survey results, including Net Promoter Score (NPS), identifies dissatisfied customers, and follows up to resolve issues quickly and effectively.

In addition, the coordinator analyzes customer feedback to identify recurring issues or process gaps and communicates findings to the appropriate internal teams for corrective action. All communication and case activities must be accurately documented in Salesforce/ServiceMax, with critical issues escalated to senior management when needed.

Key Responsibilities

Customer Follow-Up & Feedback Collection

• Contact customers after installation, training, repair, or any field service activity to gather feedback.
• Document all customer interactions, feedback, and follow-up actions in Salesforce/ServiceMax.
• Ensure every service-related communication is logged, accurate, and up to date.

Survey Monitoring & NPS Management

• Monitor all customer surveys, with a strong focus on Net Promoter Score (NPS) results.
• Identify detractors and customers expressing dissatisfaction or concerns.
• Contact dissatisfied customers to understand issues, restore trust, and initiate corrective action.

Issue Resolution & Case Management

• Coordinate with field service, technical support, engineering, logistics, and other departments to resolve customer issues.
• Manage each case from start to closure, ensuring timely updates and clear communication to customers.
• Verify customer satisfaction before closing any case.

Scheduling Support & Coordination

• Support the scheduling team by assisting with the coordination and scheduling of installations, training sessions, and field service requests as needed.
• Help ensure service appointments are scheduled accurately and efficiently to meet customer expectations and operational requirements.
• Communicate scheduling updates or changes clearly to customers and internal teams.
• Document scheduling-related activities and updates in Salesforce/ServiceMax.

Process Analysis & Reporting

• Analyze trends in customer feedback, surveys, and complaints to identify recurring issues or process inefficiencies.
• Prepare summary reports and insights highlighting root causes, trends, and recommended improvements.
• Share reports with responsible departments and follow up on corrective actions.

Escalation Management

• Promptly escalate critical or high-impact customer issues to higher management.
• Ensure escalations are well-documented and monitored through resolution.

Cross-Functional Collaboration

• Work closely with field service engineers, service managers, quality teams, and other internal departments.
• Support continuous improvement projects by sharing insights and contributing customer-driven recommendations.

Skills & Qualifications

Required:

• 2–4 years of experience in customer service, customer experience, or service coordination.
• Strong communication and interpersonal skills.
• Proficiency in Salesforce, ServiceMax, or other CRM/field service tools.
• Excellent follow-up discipline and attention to detail.
• Ability to analyze feedback and identify patterns or process gaps.

Preferred:

• Experience with NPS or customer survey management.
• Background in field service, technical support, or service operations.
• Reporting and basic data analysis skills (Excel, dashboards, etc.).

Key Competencies

• Customer-centric mindset
• Problem-solving and analytical thinking
• Accountability and ownership
• Professional communication
• Cross-functional teamwork
• Time management and multitasking

Base Pay: 

Expected Base Pay Range: $29.00 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.  

*Topcon time off policies can vary as well as roles which are exempt or non-exempt.  For hourly (“non-exempt”) employees, we offer personal paid time off which accrues in accordance with local standards.  For salaried (“exempt”) employees, we offer a flexible paid time off policy giving you flexibility to take time when needed, while supporting business needs.  All paid time off policies are in accordance with or exceeding local law.  Employees working at least 30 hours per week are eligible for our Health and Welfare benefit package. 

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.