Service Solutionist

PartsSource • Hudson, OH

6d • Hybrid

About The Position

The Service Solutions Team leads our depot service delivery process for a best-in-class event resolution for all depot repairs across multiple vendors.
Having a lasting impact in patient care, together.
Are you someone who thrives in fast-paced environments, stays calm under pressure, wants a profession with purpose, and takes pride in delivering exceptional customer service? If so, we want you on our team!
As a Service Solutionist, you will be the first point of contact for customers when they need us the most for depot service-related requests. Your role is responsible for end-to-end event resolution, working with a tenacity and unwavering drive to find the solutions our customers and their patient’s need, when they need it most. You are integral to a team that plays a critical role in building trust with both our customers and vendors, ensuring efficient service delivery.
This is a role that requires strong communication skills, problem-solving and troubleshooting techniques, and a passion for driving outcomes. This role requires a calm, strategic thinker who can balance daily operations, escalated demands, and continuous process improvements.
This is more than just answering calls -- this is your opportunity to make a meaningful impact by ensuring successful outcomes, customer satisfaction, and system uptime.

Requirements

• Customer-Focused Mindset – You have a passion for service excellence and delivering top-tier customer experiences.
• Calm Under Pressure – You thrive in high-stress situations and can navigate urgent service events with a level head.
• Strong Communicator – You can articulate information clearly, both verbally and in writing, to customers, vendors, and internal teams.
• Problem-Solver – You proactively identify issues, think critically, and drive solutions with efficiency.
• Organized & Detail-Oriented – You manage multiple tasks simultaneously, ensuring accuracy and completeness.
• Team Player – You collaborate well with others and are committed to supporting your colleagues and customers.

Nice To Haves

• Previous experience in a call center, customer service, or service coordination role (preferably in equipment servicing, healthcare, or technical support).
• Strong ability to multitask in a fast-paced environment while maintaining professionalism and accuracy.
• Experience working with vendors, scheduling service events, and handling escalations.
• Proficiency with service management systems, CRM tools, and Microsoft Office Suite.

Responsibilities

• Receive, source, coordinate and manage service events with urgency and accuracy.
• Manage and oversee service requests, ensuring adherence to Service Level Agreements (SLAs).
• Become an expert on the equipment we are repairing for the customer.
• Oversee the full lifecycle of depot service events, from request to service report.
• Proactively monitor open tickets, addressing potential escalations before they impact the customer.
• Communicate effectively with all stakeholders, ensuring transparency and efficiency.
• Keep customers informed with timely, clear, and professional updates.
• Exhibit empathy and urgency when handling service disruptions to enhance the customer experience.
• Collaborate with vendors to ensure timely and high-quality service event resolutions.
• Build strong relationships with internal teams, customers, and service providers to facilitate seamless operations.
• Work with the vendor to improve overall performance and delivery to our customers.
• Ensure pricing and invoicing are aligned and fair to the customer.
• Escalate any performance issues with the vendor and work with them to find a resolution.
• Maintain accurate service records, including quotes, Purchase Orders (POs), and Field Service Reports.
• Ensure documentation is complete, accurate, and submitted on time for processing.
• Handle complex customer inquiries, working toward swift and effective resolutions.
• Identify potential issues and take proactive steps to prevent service disruptions.
• Support the onboarding and training of new team members.
• Foster a culture of learning and continuous improvement.

Benefits

• Competitive compensation package with salary, incentives, company ownership/equity, and comprehensive benefits (401k match, health, college debt reduction, and more!)
• Career and professional development through training, coaching and new experiences.
• Hybrid culture with new & beautiful workspaces that balance flexibility, collaboration, and productivity.
• Inclusive and diverse community of passionate professionals learning and growing together.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed