Service Operations Specialist

About the role

Reporting to the Director of Service, Service Operations Specialist serves as a senior operational and customer-service resource within the Service Department, helping coordinate complex repair, maintenance, warranty, parts, documentation, and customer-support activity for Meyer Sound products worldwide. This role supports the complete service lifecycle with an emphasis on accurate communication, service order discipline, technical follow-through, cross-functional coordination, process improvement, and timely escalation of high-priority customer and product issues.

Responsibilities

• Serve as a primary customer contact for service-related inquiries via phone, email, and web-based support systems
• Provide first-level troubleshooting assistance and route technical issues to the appropriate service, engineering, or technical-support resources when needed
• Communicate repair status, lead times, quotations, warranty determinations, shipping information, and next steps clearly and professionally
• Manage high-priority or sensitive service situations with urgency, follow-through, and a high level of customer care
• Create, review, update, and manage Return Authorization (RA) requests and related service records
• Coordinate incoming product repairs, warranty evaluations, exchanges, failure-analysis requests, and service work orders through completion
• Review incoming equipment documentation and help ensure accurate, complete, and searchable service records
• Open, maintain, and close service work orders in company business systems
• Verify warranty eligibility and process warranty claims in accordance with company policy and department standards
• Track repairs through all stages of the service process and help maintain visibility into priorities, bottlenecks, customer commitments, and completion status
• Coordinate activities between Service, Production, Engineering, Quality, Logistics, Purchasing, Finance, and Technical Support
• Assist with prioritization of customer repairs based on business requirements, customer needs, product availability, and operational capacity
• Monitor service metrics, repair trends, and recurring issues to help identify opportunities for process and product-support improvements
• Help maintain accurate service documentation, customer records, repair notes, and internal reference materials
• Coordinate service parts requests, inventory transactions, and repair-related material movement
• Work with shipping and logistics personnel to ensure proper packaging, documentation, and shipment of repaired products
• Assist with inventory control activities related to service operations, including parts availability, substitutions, and repair readiness
• Help identify parts or process constraints that may affect repair turnaround or customer commitments
• Identify opportunities to improve customer experience, repair workflow, documentation quality, and internal efficiency
• Support implementation of new service processes, systems, documentation, training resources, and reporting practices
• Contribute to cross-functional projects that improve service delivery, product support readiness, repair consistency, and operational effectiveness
• Help translate repair findings, customer feedback, and service data into clear summaries for leadership and internal technical teams

Qualifications

• 4+ years of experience in customer service, service operations, repair administration, technical support, manufacturing support, or a related field
• Strong verbal and written communication skills, including the ability to explain technical and operational information clearly
• Ability to manage multiple tasks, customer commitments, and repair priorities in a fast-paced environment
• Excellent organizational skills, attention to detail, and follow-through
• Proficiency with Microsoft Office applications and business software systems
• Experience working directly with customers and resolving issues professionally
• Ability to understand technical concepts and communicate them effectively to customers and internal teams
• Ability to lift and move equipment weighing up to 40 pounds as needed

Preferred experience

• Experience in professional audio, electronics, manufacturing, live sound, installed sound, or related technical industries
• Familiarity with CRM, ERP, service management, inventory, or repair-tracking systems

Pay

This is a full time, non-exempt position earning between $31.50 - $41.80 per hour.