Service Operations Specialist (Western Region)

Service Operations Specialist

Established in 2001, MES is the nation's largest provider of PPE, fire apparatus, uniforms, and services to first responders. With over 25 locations, MES is the most trusted source of equipment and service for firefighters, law enforcement, and EMTs. Our dedicated team of over 300 sales representatives and certified service technicians allows us to bring unparalleled quality and service to our industry. MES supports its customers with innovative digital commerce solutions and a nationwide warehousing system with three strategically located hubs that carry thousands of products representing the best brands on the market.

MES offers a great work environment, professional development, challenging careers, and competitive compensation. MES is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law. MES will only employ those legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a pre-employment screening.

The Service Operations Specialist is responsible for managing all facets of MES service warranty claims, parts transfers and appointments through the FSM software platform. This role focuses on the efficient processing of claims, scheduling, routing, and coordination of service technicians to ensure optimal productivity and customer satisfaction. The position collaborates closely with service segment leaders, Service Managers, and Service Operations Manager to plan and execute service activities that drive operational excellence and profitability.

Key Responsibilities

• Service & Warranty Management
• Interface with key manufacturer service groups (Scott, Hurst, RevolveAir)
• Process and fulfill warranty claims and service orders
• Manage Scott Plus warranty operations and documentation
• Handle Trace Analytics test results and reporting
• Maintain Min/Max inventory levels for service technicians
• Obtain and quote repairs for Scott and Hurst products
• Purchase and expedite parts for urgent or rush jobs
• Create purchase orders for warranty and billable repairs (MES and customer equipment)
• Coordinate inventory replenishments and transfers between technicians and warehouses
• Support FSM and NetSuite integration and troubleshooting

Scheduling & Coordination

• Assist with scheduling and dispatching service technicians
• Optimize technician routes and workload efficiency
• Manage workflow, service profitability, and resource utilization
• Conduct follow-up calls and emails for service reminders
• Maintain daily and monthly technician schedules and calendars
• Track and monitor technician workload, certifications, and calibration schedules
• Dispatch technicians for emergency and Fast Pak service requests

Training Requirements

• FSM system training (advanced level)
• Scott Air-Pak Technician certification
• Rescue Tool service training

Core Competencies

• Strong organizational and communication skills
• Proficiency with FSM and NetSuite software
• Customer-focused mindset with attention to detail
• Ability to prioritize and manage multiple tasks efficiently

Benefits

• Medical, Vision, Dental
• 401(k) with matching
• Paid Holidays
• Disability insurance
• Flexible spending account
• Life insurance
• Paid time off