What are the responsibilities and job description for the Service Operations Specialist position at SLMP?
Job Description
Job Description
Duties and Responsibilities :
Service and Support Coordination :
Receive, prioritize, and manage service and support requests from customers or internal teams.
Create and assign workorders to service personnel based on availability, skill set, and geographic location.
Ensure timely and efficient scheduling of service appointments, taking into consideration customer needs, critical account situations, and technician availability.
Identify and collaborate with internal teams (service, operations, sales) to streamline service delivery and enhance communication between departments.
Participate in team meetings to share insights, identify bottlenecks, and contribute to the continuous improvement of service operations.
Provide clear and timely communication to customers regarding the status of their service requests and ensure any delays or issues are properly communicated and resolved.
Gather and relay feedback from customers to help improve service operations.
Maintain accurate records of service requests, technician assignments, and completion status within the company’s service management software and ERP system.
First-Line Customer Support :
Serve as the initial point of contact for customers with instrument-related inquiries or problems.
Provide basic troubleshooting and guidance to help customers resolve minor technical issues over the phone or email.
Accurately assess whether the issue requires further technical support. Escalate critical situations accordingly.
Document all customer interactions and troubleshooting steps per our established procedures.
Assist with data management and on-going improvements with our customer management systems.
Undertake other responsibilities as necessary to assist the team and align with business needs.
Generate reports on service activity, technician performance, and customer satisfaction for management review utilizing Asset management tools.
Act as the primary service contact who ensures customer feedback, service-related issues, resolutions, and follow-up actions are properly documented per our complaint handling process.
Minimum Knowledge, Skills, and Abilities Required
Bachelor’s degree in an engineering / technical field, business administration, customer service, project management or other related field (or equivalent work experience).
2 years of experience in service coordination, scheduling, or customer service role, preferably in a healthcare, technical or field service industry.
Proficient in using service management software, CRM systems, Asset Management Systems, and Microsoft Office Suite.
Strong organizational skills with the ability to manage multiple priorities and tasks simultaneously.
Excellent communication skills, both verbal and written, with a customer-focused approach.
Problem-solving abilities and a proactive attitude in addressing challenges and customer concerns.
Ability to work independently and as part of a team in a fast-paced, dynamic environment.
Ability to travel in the U.S. and International, as needed, primarily for training.
Strong attention to detail and accuracy
Excellent time management and multitasking skills
Customer-focused with a high level of professionalism
Ability to work well under pressure and adapt to changing circumstances.
Collaborative team player with strong interpersonal skills
Problem-solving mindset with the ability to think on your feet.
Salary range for this position is $53,000-$63,000 with a 5% yearly bonus potential
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