Service Support Specialist

The Service Support Specialist provides customer service and administrative support for the Doyle Manufacturing Service Department and reports directly to the Service Manager. This position serves as a primary point of contact for customers requiring replacement parts, service assistance, equipment information, and general support related to Doyle fertilizer handling equipment.

ESSENTIAL RESPONSIBILITIES

Technical Leadership & Troubleshooting

• Serve as a primary point of contact for customers contacting Doyle regarding replacement parts, service needs, equipment questions, repairs, and general support.
• Listen to customer needs, gather accurate information, and determine the next appropriate steps.
• Collect important job information including customer contact information, equipment model, serial number, photos, parts needed, and description of the issue when applicable.
• Provide customers with timely updates regarding parts availability, order status, service work, and billing.
• Build strong customer relationships through responsive, professional, and knowledgeable communication.
• Direct technical or service-related questions to the appropriate Service, Engineering, Parts, or Sales personnel.

Parts Quoting & Order Entry

• Prepare accurate quotations for replacement parts and service-related materials.
• Identify parts using Doyle parts information, equipment documentation, serial numbers, drawings, and other available resources.
• Work with Parts, Engineering, Service Technicians, and Sales to verify correct parts and quantities.
• Communicate pricing and availability information to customers.
• Enter customer parts orders accurately and ensure all required information is captured.
• Review orders for accuracy prior to processing.
• Follow up on open quotes and customer requests as appropriate.
• Assist customers with identifying replacement parts and determining appropriate solutions for their equipment.

Parts Order & Receiving Support

• Monitor parts orders associated with service jobs and customer orders.
• Verify that required parts have been received and are complete before they are released or assigned to a service job.
• Identify shortages, incorrect parts, damaged parts, or discrepancies and communicate them to the appropriate internal team.
• Work with Parts, Purchasing, and Production when additional parts or components are required.
• Ensure parts associated with service jobs are properly documented and accounted for.
• Maintain accurate records of parts ordered, received, used, returned, or credited.

Service Work Order & Job Documentation

• Create and maintain service work orders based on customer requests and technician activities.
• Ensure Service Technicians have the necessary customer, equipment, parts, and job information.
• Review completed technician reports for accuracy and completeness.
• Verify labor hours, travel time, parts used, materials, and other applicable charges.
• Obtain missing information or clarification from technicians when necessary.
• Ensure required documentation is attached to the appropriate customer and service record.
• Maintain accurate service history and equipment records.
• Process completed service work orders for billing in a timely manner.
• Verify labor, travel, parts, freight, and other applicable charges prior to invoicing.
• Ensure customer purchase orders and billing requirements are properly documented.
• Work with Accounting to resolve billing questions or discrepancies.
• Ensure completed service jobs are properly closed out in company systems.
• Maintain complete and accurate documentation following completion of each service job.
• Assist customers with questions regarding invoices and completed service work.

Post-Job Documentation & Follow-Up

• Ensure all service documentation is completed following a job.
• Maintain accurate records of equipment repairs, parts used, technician findings, and recommendations.
• Document follow-up work that may be required, including additional parts, repairs, or customer communication.
• Communicate relevant service findings to Sales, Engineering, Parts, and the Service Manager.
• Help identify recurring equipment issues or customer concerns that may require additional attention.
• Support improvements to the Service Department's documentation and job closeout processes.

Cross-Functional Support

• Work closely with Field Service Technicians to ensure accurate information is captured before, during, and after service work.
• Work with Parts to identify, quote, order, receive, and document replacement components.
• Work with Engineering to resolve parts identification and technical questions.
• Support Sales by providing timely parts and service information for customers.
• Work with Accounting to ensure accurate and timely billing.
• Communicate effectively across departments to help customer requests move efficiently from initial contact through completion.

Systems & Process Support

• Utilize Doyle's ERP, ClickUp, and other company systems to enter and maintain customer, parts, service, and billing information.
• Maintain accurate customer and equipment records.
• Ensure service cases, work orders, quotes, orders, and invoices contain complete and accurate information.
• Follow established processes for customer requests, parts orders, service documentation, warranty, billing, and job closeout.
• Identify opportunities to improve administrative processes, reduce errors, eliminate duplicate work, and increase efficiency within the Service Department.

Required Qualifications

• High school diploma, GED, or equivalent required.
• 3+ years of technical or product support.
• Strong customer service and communication skills.
• Proficiency with service management software, ERP systems, and Microsoft Office applications.

Preferred Qualifications

• Associate degree or technical certification in a related field.
• Knowledge of mechanical, electrical, hydraulic, and/or pneumatic system is preferred.
• Experience supporting equipment installations, startups, and commissioning projects.
• Familiarity with ClickUp, Genius ERP, or similar service and enterprise management systems.
• Experience conducting root cause analysis and reliability improvement initiatives.

Knowledge, Skills, and Abilities

• Advanced troubleshooting and diagnostic skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritize multiple projects and service requests.
• Effective written and verbal communication skills.
• Strong organizational and documentation skills.
• Ability to work independently while collaborating across departments.
• Commitment to safety, quality, and continuous improvement.

Working Conditions

Normally working in a climate-controlled office environment but on accession will be on the plant floor and may be exposed to heat, cold, inclement weather, noise, vibration, welding sparks, grease, oil, and diesel fuel.

• 401(k) retirement plan with 4% Company match
• Health, Dental, Vision and Life insurance
• Short- and Long-Term Disability insurance