Service Specialist

Job Summary:

Providing world class service to customers by delivering on service events for equipment in medical, government and educational industries. Providing necessary follow-up with vendors, internal team members and customers while building strong business relationships. Initial duties will include order intake, follow up assistance, and dispatch inbox maintenance for Preventative Maintenance, Supply or low-cost Corrective Maintenance requests. This role will have ongoing development with progression into managing more complex requests and customer escalations as experience is gained. 

Duties/Responsibilities:

• Represent all the company’s core values.  
• Organize and manage service events from start to finish, ensuring timely decisions are made at the right level.  
• Develop strong relationships with customers, vendors and internal partners. 
• Receive, prioritize, schedule, dispatch and invoice service events. 
• Manage the Service Center in-box and distribute requests to appropriate team member. 
• Consistently follow up with vendors to obtain the status on open service events and keep the customers updated. 
• Works with other departments internally, to resolve customer questions and issues quickly. 
• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every customer. 
• Negotiate with vendors to deliver on Service Level Agreements and achieve high quality, low cost, and timely outcomes.  
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies. 
• Execute technology enabled workflows and cloud-based document storage. 
• Effectively handle customer inquiries/requests and communicate with appropriate company personnel, when necessary. 
• Manage all service event related paperwork through the full lifecycle of a service event (PO, Field Service Reports, Vendor forms, Invoice, etc.). 
• Ensure timely Field Service Report receipt, review for correctness and professionalism. 
• Invoice retrieval, review and submission to Accounts Payable 
• Attention to detail on all documentation and quality reports. 
• Other duties may be assigned to meet business needs. 

Required Skills/Abilities:

• Ability to communicate professionally written, verbal, and interpersonal in an excellent manner.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Ability to read vendor invoices and field service reports and apply grammatical skills and analytical skills with attention to detail.
• Ability to efficiently define and resolve problems independently or with little outside input, research and collect data, establish facts, and draw valid conclusions. 
• Ability to de-escalate stressful situations.
• Proficient in Microsoft Office; Word, Excel, PowerPoint, Access and Outlook.
• Must type 40+ words per minute. 
• Must have excellent organizational and time management skills with the ability to prioritize.
• Must have outstanding customer service skills both verbal and written.
• Must be adaptable to change, able to multi-task, and can function well individually or in a team environment. 
• A positive attitude is a must. 

Education and Experience:

• A High School Diploma required.
• Customer service experience is a plus.
• Associate’s or Bachelor’s Degree preferred but not required.