Service Solutionist

About the Job Opportunity 

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.

 Key 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.

What We’re Looking For

• 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.

Preferred Qualifications & Experience

• 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.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times.

• Must be able to travel as needed to achieve operational objectives.