Service Support Specialist

Main Duties and Responsibilities

• Receive and attend to service calls and requests in a timely and efficient manner.
• Monitor the primary service email inbox and ensure prompt resolution of customer queries and requests.
• Cookordinator and schedule preventive maintenance (PM) services, inspections, and customer appointments to ensure compliance with service agreements and operational requirements.
• Manage service schedules and calendars, coordinating technician availability, customer requests, and service priorities to maximize efficiency and response times.
• Assist with ordering, tracking, and expediting parts and supplies required for service activities while maintaining accurate records and communication with vendors.
• Ensure seamless coordination and dispatch of services in collaboration with engineers.
• Produce accurate service quotes and follow up with clients on their status.
• Actively participate in the after-hours on-call rotation schedule to guarantee uninterrupted service delivery beyond regular business hours and provide expedited support as required.
• Aid in work order auditing and assist in resolving discrepancies as needed.
• Provide proficient and precise information to customers in-person, via phone, or email in a courteous and professional manner to ensure exceptional customer service.
• Proactively communicate with customers regarding appointment scheduling, service progress, parts availability, and issue resolution to ensure a positive customer experience.
• Assist Operations and Service Support Managers in executing special projects as directed.

Qualifications

• High school diploma or equivalent required; Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, Operations Management, or a related field preferred.
• Minimum of 1-3 years of experience in service coordination, inventory management, or a related operational support role.
• Experience working in a service-oriented environment, preferably supporting field service operations, healthcare, medical imaging, or technical service organizations.
• Experience using ERP, CRM, inventory management, or service management systems.

Benefits

• Career Growth Opportunities
• Training and Development
• 401k with company match
• Medical, Dental, Vision
• Paid Time Off
• Health Savings and Flexible Spending Account

Schedule

This is a hybrid role, requiring office presence in our beautiful offices in South Miami and Doral, two to three days a week.