MLH Service Support Specialist

MISSION

The MLH Service Support Specialist must provide excellent customer service, be detail oriented and work with field staff and internal staff to schedule and monitor service activities for customers. The MLH Service Support Specialist will effectively coordinate customer needs by handling pre and post service activities. This individual serves as a subject matter expert on service offerings is organized and maintains established planning, administrative, and reporting systems through CRM and CSI. The goal is to ensure that all customers and work orders are scheduled effectively to improve efficiency, ensure customer retention, ensure profitability, sustainable growth, and facilitate an excellent customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer customer phone calls and emails and provide a timely response to customer questions regarding pending, past and potential requests for onsite and mail-in service.
• Be point of contact for customer escalations and coordinate effective resolutions.
• Create SRO for all service activities and monitor completion of work, communicate issues and delays proactively to necessary parties including customers and internal partners.
• Communicate clearly and maintain a positive tone when working with internal and external customers including but not limited to, customers, distribution partners, service technicians, the sales team and management.
• Proactively contact existing customers to schedule upcoming service and maintain clear communication with key accounts and distribution partners on upcoming calibrations and service.
• Work with customers and provide them with the paperwork necessary to plan and schedule for a service appointment, ensuring payment, COF and/or contract is obtained prior to scheduling.
• Have a clear understanding of capabilities, capacities, turnaround times, and travel times to effectively schedule service activities while ensuring the most cost-effective response.
• Determine best resource available by reviewing skill levels, availability, travel costs, urgency of response.
• Manage the scheduling of planned visits such as calibrations, preventative maintenance calls, new equipment installations, modifications, and upgrades, in conjunction with emergency service requests.
• Work within the service organization to manage various calendars, schedule appointments for the service team and coordinate service activities keeping the customer in mind.
• Engage in multitasking to complete multiple tasks that are all aligned to the same outcome to effectively take care of customers and all aspects of their service order/appointment.
• Possess key problem-solving skills to come up with ideas and solutions when faced with challenges and take advantage of opportunities.
• Monitor field service employees to ensure timely submission of all required paperwork for accurate financial reporting at month end.
• Monitor and alert responsible service manager to situations that require additional support.
• Other duties as assigned.

JOB REQUIREMENTS

EDUCATION

• High school diploma/GED required
• Associates or bachelor’s degree preferred

WORK EXPERIENCE

• 2 years customer service experience
• 3 years administrative experience
• Demonstrated prior scheduling and coordinating experience 
• 1 year of experience with Gilson products and/or services

SKILLS OR KNOWLEDGE

• Confident, persuasive, and winning phone presence 
• Attention to detail is a must
• Data entry experience 
• Ability to work independently
• Strong organizational and time management skills Ability to multitask
• Computer and clerical proficiency

PHYSICAL ABILITY

• Good or corrected vision
• Required to sit for extended periods of time, type emails, answer phone calls

OTHER

• Willingness to travel, up to 10%
• Regular attendance and punctuality
• Ability to work well with others
• Ability to acquire new skills and to accommodate change in the workplace

ADDITIONAL SKILLS/EXPERIENCE DESIRE

• Experience in service role is a plus
• Microsoft Office, basic CRM, and ERP software