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PartsSource Inc. · 3 weeks ago

Service Solutionist

Hudson, Ohio, United States

Full-time

Onsite

New Grad, Entry Level

PartsSource is a leading technology and software platform for managing mission-critical healthcare equipment. As a Service Solutionist, you will be the first point of contact for customers, responsible for end-to-end event resolution and ensuring efficient service delivery while building trust with customers and vendors.

Medical DeviceSoftware

Growth Opportunities

No H1B

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

Qualification

Customer serviceProblem-solvingService management systemsCRM toolsMicrosoft Office SuiteCommunication skillsOrganizational skillsTeam collaboration

Required

Strong communication skills

Problem-solving and troubleshooting techniques

Passion for driving outcomes

Calm, strategic thinker

Ability to balance daily operations, escalated demands, and continuous process improvements

Customer-focused mindset

Ability to thrive in high-stress situations

Ability to articulate information clearly, both verbally and in writing

Proactive identification of issues and driving solutions

Organized and detail-oriented

Ability to manage multiple tasks simultaneously

Team player who collaborates well with others

Preferred

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