Service & Support Specialist - Direct Hire Opportunity

Job Description

Job Description

The Greer Group has a great direct hire opportunity open for a Service & Support Specialist to join the team of a growing international manufacturer in High Point, NC.

This is a great opportunity for someone who enjoys helping customers, troubleshooting problems, coordinating service, and working with equipment and technical products. You'll be an important point of contact for customers and dealers, helping them get answers quickly and making sure service issues are handled from the initial call through resolution.

You'll work closely with customers, dealers, technicians, service partners, and internal teams to keep service requests moving and ensure a high level of customer satisfaction.

What You'll Do

Customer & Dealer Support

• Serve as a primary point of contact for customers and dealers with service questions, product support, and technical issues.
• Answer service and support calls and provide first-line troubleshooting and practical solutions remotely.
• Gather information about equipment issues, determine the appropriate next steps, and escalate more complex problems when needed.
• Track service cases and keep customers informed throughout the resolution process.
• Coordinate communication between customers, dealers, technicians, service partners, and internal departments.

Service Coordination

• Schedule and coordinate daily work for internal service personnel and approved outside service partners.
• Assign service calls based on urgency, location, technical requirements, availability, and customer commitments.
• Make sure technicians have the information, parts, customer details, and work instructions they need before beginning a job.
• Monitor service progress and follow up on delays, changes, and completed work.
• Help maintain strong relationships and communication with the company's external service network.

Technical & Aftermarket Support

• Assist customers, dealers, and technicians with basic installation, maintenance, repair, and equipment questions.
• Help gather information needed to diagnose problems and provide clear documentation when escalating more technical issues.
• Coordinate parts needs, returns, and warranty cases related to service work.
• Identify recurring problems and communicate customer and field feedback to engineering, product, and quality teams.
• Assist with maintaining technical support materials and training information.

Administrative & Reporting

• Maintain accurate records of service calls, work orders, customer communications, service cases, and completed work.
• Monitor open cases, response times, completion status, and service quality.
• Ensure documentation is complete for warranty processing, invoicing, and internal follow-up.
• Follow company procedures, customer commitments, and applicable safety requirements.
• Look for ways to improve service processes, response times, communication, and the overall customer experience.

What We're Looking For

• High school diploma or equivalent required; technical/vocational training or an associate degree is a plus.
• 2+ years of experience in service coordination, field service support, technical/customer support, equipment service, or a related field.
• Experience with construction equipment, heavy equipment, machinery, hydraulics, or mechanical systems is strongly preferred.
• General understanding of hydraulic systems, mechanical components, and equipment operation.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills, with the ability to explain technical information in a clear, practical way.
• Strong organization and follow-through with the ability to manage multiple service cases at once.
• Comfortable coordinating the work of technicians and outside service partners without directly supervising them.
• Ability to remain calm, professional, and solution-focused when customers are experiencing equipment problems.
• Proficiency with Microsoft Office and familiarity with CRM, ERP, or service-management systems.

Preferred Experience

The ideal candidate may also have experience with:

• Reading hydraulic and electrical drawings
• Excavators, tiltrotators, or other heavy equipment
• Hydraulic systems and components
• Work-order scheduling and coordination
• Warranty administration
• Parts coordination
• Service reporting and performance tracking
• Bilingual English/Spanish or English/French skills

Why This Is a Great Opportunity

This is a hands-on, customer-facing technical support role where you can make a real difference. You'll have the opportunity to use your technical knowledge and problem-solving skills while building relationships with customers, dealers, technicians, and service partners.

If you're someone who enjoys figuring out problems, helping people, and keeping things moving , we'd love to hear from you.

\nCompany Description

The Greer Group has been connecting great people with great companies since 1986. We are a North Carolina-based, woman-owned staffing and recruiting company specializing in manufacturing and other career opportunities.

Our goal isn't simply to fill a job. We want to help you find an opportunity where you can succeed, grow, and build a career.

The Greer Group, Inc. is an Equal Opportunity Employer.

Company Description

The Greer Group has been connecting great people with great companies since 1986. We are a North Carolina-based, woman-owned staffing and recruiting company specializing in manufacturing and other career opportunities.\n\nOur goal isn't simply to fill a job. We want to help you find an opportunity where you can succeed, grow, and build a career.\n\nThe Greer Group, Inc. is an Equal Opportunity Employer.