Service Support Specialist

Position Summary

The Service Support Specialist position is responsible for managing administrative tasks and projects to support the Customer Service Organization. The position provides support for the following organizations- Field Service, Field Application Specialist, Technical Support Center, Commercial Excellence, and Customer Operations. The Service Support Specialist is essential to meet customer demand, improving the customer experience, and ensuring financial and regulatory compliance for the Customer Service Organization.

Primary Duties

Provides administrative support for Installations, Preventative Maintenance, Invoicing, Field Actions and Returns.

Performs customer calls to support Regulatory Compliance, Order Management, and Revenue.

Monitors and completes tasks assigned utilizing Salesforce and SAP.

Executes assigned projects, with guidance from technical experts (depending on level of experience), using business standards, practices, procedures, and project requirements.

Manages generation of administrative reports, leads projects, and develops documentation to support department objectives.

Education & Training

• High School Diploma, GED or equivalent

Experience

1-2 years of applicable experience in customer service, telemarketing or direct customer prospecting and data entry

Experience maintaining positive stakeholder relationships and ensuring service compliance with KPIs

Experience working effectively with cross functional teams, customers, and stakeholders to achieve business goals.

Experience with multi-tasking and and processing administrative requests.

CRM Experience is required, ideally Salesforce and / or SAP

Knowledge, Skills & Abilities

Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy.

Manage and meet competing deadlines, requiring careful prioritization and time management to ensure all tasks are completed on time.

Effectively deal with ambiguity requiring adaptability, critical thinking, and proactive communication to navigate situations with limited details

Thriving in a fast-paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.

Practicing time management to allocate tasks, balance priorities, and meet deadlines efficiently

Informing others by sharing clear, timely information to ensure alignment.

Intermediate skills with MS Excel, Word, and PowerPoint

Communicates instructions clearly and effectively

Solution oriented in the face of conflict

Ability to work cross-functionally allowing for better collaboration and communication when working across teams to achieve shared objectives

Effective verbal communication skills

Build and maintain positive, productive interactions with colleagues

Reach mutually beneficial agreements through effective communication and compromise

Participate in a way that enhances team performance and cohesion.

Maintain composure by having the skill of staying calm, focused, and professional in high-pressure or stressful situations.

Working Conditions and Physical Requirements

Ability to remain in stationary position, often standing, for prolonged periods.

Ability to ascend / descend stairs, ladders, ramps, and the like.

Ability to adjust or move objects up to 50 pounds in all directions.

Domestic Travel : 10%

International Travel : up to 5%