Service Solutionist

PartsSource • Hudson, OH

8d • 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

• Service Event Coordination 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.
• Service Event Management 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.
• Customer Communication Keep customers informed with timely, clear, and professional updates. Exhibit empathy and urgency when handling service disruptions to enhance the customer experience.
• Vendor & Relationship Management 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.
• Documentation & Compliance Maintain accurate service records, including quotes, Purchase Orders (POs), and Field Service Reports. Ensure documentation is complete, accurate, and submitted on time for processing.
• Triage & Problem-Solving Handle complex customer inquiries, working toward swift and effective resolutions. Identify potential issues and take proactive steps to prevent service disruptions.
• Training & Mentorship 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