Service Support Specialist
About The Position
We’re looking for a Service Support Specialist who thrives when the phone rings, the clock is ticking, and someone, somewhere, needs an answer yesterday. You’ll be the first friendly (and impressively organized) human our customers reach when important medical imaging equipment decides to have a tantrum. This role is equal parts problem-solver, professional note-taker, case manager, and behind-the-scenes hero. You’ll juggle calls, texts, systems, and live vendor handoffs like it’s no big deal ...while staying calm, polite, and unflappable. Bonus points if healthcare, medical devices, or service coordination already sound familiar. Delta Medical Systems, a Siemens Healthineers Advanced Partner, has been delivering innovative medical imaging solutions for over 45 years. We have just over 100 employees in 13 states. We work hard and expect excellence but find plenty of time for laughter and camaraderie. This position will train in the office but could switch to partial remote after that.
Requirements
- High school diploma or equivalent required.
- Minimum of two (2) years of experience in customer service, call center operations, service dispatch, or technical support.
- Strong verbal and written communication skills.
- Demonstrated ability to follow scripts and procedures while maintaining a professional customer experience.
- High attention to detail with strong documentation accuracy.
- Ability to manage multiple systems and live calls simultaneously.
Nice To Haves
- Associated degree preferred.
- Experience with Microsoft CE / Dynamics 365 CRM preferred.
- Experience in healthcare, medical devices, or medical imaging environments preferred.
- Prior experience coordinating third-party vendors or field service teams preferred.
- Familiarity with downtime escalation procedures and service-level agreements (SLAs) preferred.
Responsibilities
- Receive and respond to inbound service requests via phone, text, and email.
- Follow established intake scripts to gather accurate and complete service information.
- Accurately document all service interactions in Microsoft CE (Dynamics 365 CRM).
- Initiate outbound calls to appropriate service vendors and facilitate live, warm handoffs while the end user remains on the line.
- Confirm vendor case creation, response commitments, and next steps.
- Identify critical system downtime events and escalate per established procedures.
- Notify customer leadership and internal management of prolonged or high-impact outages.
- Track service activity through resolution and confirm proper case closure.
- Maintain compliance with documentation, quality, and communication standards.
- Support Delta Medical Systems' quality policy through compliance with quality management system documentation.
- Perform other duties as assigned by direct supervisor.
Benefits
- 401(k) retirement plan with company match
- Excellent vacation policy, including paid family leave, and paid holidays
- Comprehensive and affordable insurance package including medical, dental, vision
- Company paid: short-term disability, long-term disability, and life insurance/AD&D
- Corporate based tech support
- Education assistance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
