Service Support Specialist (Office Administration)

Job Description

Job Description

JOB TITLE: SERVICE SUPPORT SPECIALIST

POSITION STATUS:        FULL-TIME

DEPARTMENT:                SERVICE

REPORTS TO:                  DIRECTOR OF SERVICE

STANDARD HOURS:       8:00AM-5:00PM

LOCATION: GRAND RAPIDS, MI

What We Do.

At Gerotech, we are proud to offer the highest value in CNC machinery, innovative engineered solutions, and unparalleled support through service and training. At Gerotech, we do more than sell machine tools.

We’re changing the face of Manufacturing.   Join Us.

We pride ourselves in our family-like culture where every member of our team is committed to providing customers with the best support in every phase of our business. We have the experience to back it up, as over 35% of our team has ten years or more of company service. Gerotech employees enjoy great benefits and a flexible work environment where hard work is recognized and rewarded! 

Let us help you   reach your potential.

Our Service Support Specialists play a crucial role in delivering exceptional service to our customers. Primary responsibilities include handling customer inquiries, resolving issues, and providing information about our products or services. Service Support Specialists ensure that customers receive prompt and effective support. Strong communication skills, problem-solving abilities, and a customer-focused mindset are essential for success in this role.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide technical assistance and support to customers who require CNC machine repair services.
• Handles inbound and outbound calls from customers to address inquiries, resolve issues, and provide information about products or services.
• Responsible for invoicing all service jobs promptly and accurately.
• Research open service orders and follow up with technician notes and paperwork that is required.
• Maintain detailed records of customer interactions, including issues raised, resolutions provided, relevant information, and any follow-up actions required. Working with the scheduler, daily, to determine when customers are scheduled for onsite service by a technician.
• Escalate complex or unresolved issues to higher-level support or management as needed. Ensure that escalated issues are addressed promptly
• Responsible for the setup and breakdown of classes and events at the Grand Rapids location.
• Maintain a clean work environment including, the cleanliness of the Grand Rapids building and bathrooms. 
• Continuously review current processes and procedures for efficiency in work performed for both internal and external customers. 
• Assist with periodic physical inventory of stock parts at Gerotech facility or company service vans, as required.
• Keep management informed of significant changes in products, services and personnel that could affect company reputation, growth, and profits.

EDUCATION AND EXPERIENCE:

• Minimum High School Diploma/GED
• Two (2) year degree or higher preferred
• 2 years of experience in a related role is strongly preferred. 
• Desire to exceed customer expectations. 
• Hi-lo/Forklift experienced preferred. 
• Excellent communication skills, oral and written.
• Desire to be proactive and create a positive experience for others.
• Proficient with Microsoft Office Suite or similar software with the ability to learn new or updated software.
• Positive, professional attitude and customer service background

ADDITIONAL REQUIREMENTS:

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

• Must be able to lift to 30 pounds at times. 

Benefits:

• Paid Time off (PTO)
• Medical (Employer pay 75% of premium)
• HSA Employer contributions
• Dental
• Vision
• Pet Insurance
• Volunteer Time Off (VTO)
• Company paid life insurance
• Company paid short-term disability insurance
• Company paid long-term disability insurance
• 401k Match (pre-tax and Roth options)
• Profit Sharing
• Family feel atmosphere