{"id":2419387,"url":"https://alion.io/job/imagefirst-service-operations-coordinator-4","title":"Service Operations Coordinator","company":{"id":3232743,"name":"ImageFIRST","domain":"imagefirst.com","url":"https://alion.io/company/imagefirst","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":83000,"period":"year","method":"role_country_seniority_unknown","sample_n":8841},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-13T04:37:14Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T09:15:41Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Overview\nFounded in 1967, ImageFIRST® is the largest and only national linen rental and laundry service specializing in the healthcare market. Acquired by private equity firm Calera Capital in 2018, ImageFIRST serves medical facilities nationwide providing linen, patient gowns, scrubs, and more while managing their clients’ linen inventory for cost management. As leaders in infection prevention, they currently own and operate the most HLAC-accredited facilities in the industry. With one of the highest customer retention rates in the industry - 97% - ImageFIRST is dedicated to improving patient satisfaction and making staff happy with our white glove service!\nCheck out our company page: https://www.imagefirst.com/company/\nResponsibilities & Qualifications\nThe Service Operations Coordinator is a service leadership role responsible for ensuring coordination between the plant and service teams as well as monitoring daily execution of ImageFIRST service standards. This position ensures daily route execution, including product control, invoice accuracy, loadout management, fleet readiness, and compliance, through a face-to-face daily check-in with each Customer Advocate. The Service Operations Coordinator uses data and reporting tools to monitor route performance, identify trends, and uncover revenue and EBITDA growth opportunities. The Service Operations Coordinator partners closely with Customer Advocates, District Service Managers, Plant Managers, and cross-functional teams to improve service quality, drive customer loyalty, and resolve issues in real time.\nKey Responsibilities\n1. Route Check-In & Route Execution\nConduct daily face-to-face check-ins with all Customer Advocates using the Check-In Tool, coveringauthorization edit review, route notes, work orders, loadout completion, decontamination logs, cleanreturn, and field scan activity.\nVerify all 3-Deep customer contacts are entered and accurate for each route daily.\nReview and approve daily work order entries and error logs.\nUpdate, and confirm Handheld (route) notes\nTrack Customer Success Wins and new sales leads and inform District Service Managers and salesleaders where they need to support Customer Advocate.\nReview delivery sequence monthly and prior to Customer Advocate PTO.\nInspect loading dock daily\n2. Compliance, Safety, and Fleet Management\nEnsure strict compliance with all DOT (Department of Transportation) safety requirements\nReview Daily Driver Vehicle Inspection Reports (DVIRs) and monitor Hours of Service compliance.\nServe as the local fleet safety champion for SMITH System safe driving program, attending CA meetings and reinforcing safety messaging with the local team.\nEnsure vehicles are ready and available daily, including truck readiness, DOT/PPE/HLAC supply inventory, and rental coordination. This includes ensuring that PMs and service work are completed. Vehicles should be inspected weekly.\nManage vehicle monitoring program (cameras functioning, alert settings set correctly).\nProcess monthly fleet invoicing, including mileage entry through Penske Fleet Insight.\nReinforce weekly safety topics and training bites with Customer Advocates during daily check-ins.\n3. Product Control & Inventory Management\nAttend and co-lead the weekly product control meetings with the plant manager.\nAttend Tier 2 meetings with the plant leadership\nReview the Product Usage and Load Comparison Report daily to monitor loadout accuracy.\nCoordinate with District Service Managers to schedule Targeted Inventory Management Plans (TIMPs)when Customer Advocates cannot access customer locations for inventory or data shows over or underutilization\nVerify loadout completion report daily to ensure Customer Advocates are fully loaded.\nManage loadout cuts and surplus product in coordination with the Plant Manager, communicatingchanges to affected Customer Advocates.\nMonitor and adjust par levels based on customer usage trends and CA feedbac.\nReview curtain change reports to ensure panels are available and changed on schedule.\nReview clean return reports to identify product flow issues.\nSupport and help manage the ImageFIRST Garment Program within a location (e.g., Garment Guaranteeprogram, defective scans, work order maintenance, proactive customer management etc.), activelycoaching CAs and resolving challenges.\n4. Invoice Accuracy & Financial Oversight\nReview invoices for the next delivery day with the CA during check-in using the Un-Updated InvoiceReport, correcting errors through adjustment entries.\nReview the Price Audit Report to eliminate pricing errors such as missing prices, suggested prices, orduplicate pricing on items.\nReview the Threshold Analysis Report weekly to identify accounts with significant billing changes.\n5. Customer Experience & Loyalty\nAssist to resolve customer concerns quickly and effectively by coordinating across plant, service, andsales teams.\nSupport new customer account setup and installation, including loadouts, Delivery Master Fileconfiguration, and invoice/program review, with follow-up to ensure successful onboarding.\nCollaborate with CAs to identify at-risk accounts and ensure full service team awareness. Support Atrisk meeting discussions by capturing action items and owners.NOTE: This job description offers a concise overview of role responsibilities and qualifications. It is not a contractual document and remainssubject to potential revisions. For additional information, please contact the SVP of HR or the Compensation department.\nConduct weekly reviews of Net Promoter Score (NPS) to identify at-risk accounts and growthopportunities. Provide feedback to DSMs on individual CA performance.\nDrive Service Growth initiatives as required.\nReview quarterly Service Vision and Customer Promise Training Bites with CAs.\n6. Training, Development, and CA Support\nBuild trust with Customer Advocates by being responsive, following through, and being present on thedock and in the plant.\nSupport new Customer Advocates as outlined in their Onboarding Curriculum (systems set up &training, uniform compliance, etc.)\nProvide ongoing coaching and performance feedback through daily check-in engagement. This is toreinforce DSM feedback. Periodically responsible for disseminating individual CA training duringcheck-ins.\nEscalate repeated performance issues to District Service Managers with supporting documentation.\nKey Competencies\nCustomer Service: Builds loyalty through exceptional service and responsiveness to internal customers(particularly CAs).\nAnalytical Thinking: Uses data to drive decisions and uncover opportunities.\nCommunicates Effectively: Strong verbal, written, and interpersonal skills.\nDrives Results: Ensures consistent delivery of operational and service standards.\nDrives Engagement and Results: Strong indirect leadership influencing ability. Needs to be able tocoach and develop Customer Advocates to achieve performance goals.\nOptimizes Work Processes: Identifies root causes and implements effective solutions.\nAction Oriented: Takes proactive steps to improve performance and outcomes.\nCollaboration: Works effectively across departments and teams.\nKey Performance Indicators (KPIs)\nPVIR\nCA Performance Indicators (CA Rewards Program)\nService Operations Coordinator Scorecard\nCustomer satisfaction (NPS)\nCustomer retention (Lost Business)\nCompliance with DOT and safety standards (Foley and SMITH)\nQualifications\nHigh School Diploma or equivalent required; Associate degree or higher preferred.\nProven leadership and coaching ability\nStrong analytical and problem-solving skills\nIntermediate computer and reporting system proficiency. Fluency in Microsoft Suite products.\nExcellent communication and customer service skills\nValid Driver’s License with a clean driving record\nMust possess or obtain a DOT (Department of Transportation) medical certification within a designatedtimeframe\nPreferred Qualifications:\nExperience in the textile services industry\nPrior experience analyzing route performance and financial metrics\nReporting Structure\nReports to: General Manager\nDirect Reports: None\nKey Stakeholders\nGeneral Manager\nCustomer Advocates\nPlant and Production Leadership\nService Teams\nOffice and Administrative Staff\nCustomers and Key Accounts\nShared Service Teams\nCompany Values & Benefits\nRequired Competencies:\nBe Respectful: Value all we come in contact with\nBe Remarkable: Create a positive moment with every interaction\nBe Safe: Keep ourselves and those around us safe\nBe Honest: Be guided by truthfulness in all we do \nBenefits:\nWeekly pay\nMedical, Dental, Vision \nPet, Legal, and Hospital Indemnity Insurance \n401k (match)\nPaid Time Off Package\nPaid Parental Leave\nTuition Reimbursement \nReferral Program\nGreat company culture\nCollaborative team environment \nEOE / Drug-Free Workplace\nWe are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by applicable law. 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