Service Support Specialist

Job Description

Job Description

Company Overview

Founded in 1952, Marsden Services is a trusted provider of facility services to clients across the United States. We deliver high-quality, professional solutions spanning janitorial, security, HVAC, calibration, emergency response, and full-service facility management.

At Marsden, our success starts with our people. We are committed to creating an environment where employees can grow, thrive, and build meaningful careers. We invest in our teams, empower development, and believe that when our people succeed, our business does too.

A career with Marsden means joining a company that values your contributions and provides the support and opportunities to help you reach your full potential.

Job Summary

Palen Kimball and Signature Mechanical are seeking a highly organized, customer-focused, and proactive Service Support Specialist to support our growing mechanical service operations in the Minneapolis / Saint Paul market.

This role plays a critical part in supporting daily service operations by coordinating service requests, scheduling technicians and mechanics, supporting customers, and ensuring work is completed accurately, efficiently, and ready for billing. The Service Support Specialist will also partner closely with project managers, field leaders, vendors, finance, and operations teams to help keep projects and service workflows moving smoothly from start to finish.

The ideal candidate thrives in a fast-paced environment, enjoys solving problems, communicating with multiple stakeholders, and keeping operations organized and on track. This is a great opportunity for someone who enjoys balancing customer service, scheduling, coordination, and operational support responsibilities within a growing mechanical services organization.

Primary Responsibilities

Service Coordination & Customer Support

• Receive and coordinate incoming service requests for scheduled and emergency service work
• Schedule technicians, mechanics, subcontractors, and support resources based on customer needs and technician skillsets
• Maintain daily communication with customers regarding service schedules, updates, timelines, and follow-up
• Support preventative maintenance scheduling and completion tracking
• Help ensure technicians have accurate schedules, information, and support needed for successful job completion
• Perform customer follow-up to confirm satisfaction and address or escalate concerns when needed
• Support accurate service documentation, technician debriefs, and timely job closure

Operational & Purchasing Support

• Assist with purchase order requests, parts ordering, vendor coordination, and material tracking
• Follow up with vendors regarding pricing, deliveries, acknowledgements, shortages, and backorders
• Track long-lead materials and communicate delays or risks to the appropriate internal teams
• Support operational workflow tracking and help ensure work progresses efficiently from service request through invoicing
• Assist with billing readiness by validating service descriptions, materials, labor entries, and required documentation
• Help monitor and resolve operational exceptions, missing information, and workflow gaps

Cross-Functional Project & Workflow Support

• Partner closely with project managers, estimators, field leadership, finance, accounting, and operations teams
• Track open items, action items, purchasing needs, and documentation follow-up related to service and project work
• Help identify where processes or information may be stalled and follow up to keep work moving forward
• Support operational meetings, scheduling discussions, and service planning activities as needed
• Maintain accurate information across scheduling systems, customer portals, and internal business platforms

Skills and Qualifications

• Experience in mechanical services, dispatch, construction operations, service coordination, purchasing support, project coordination, or a related service industry preferred
• Strong organizational and multitasking skills with the ability to manage competing priorities in a fast-paced environment
• Customer-focused mindset with strong follow-through and responsiveness
• Proactive problem-solving skills and the ability to adapt quickly to changing needs and priorities
• Strong interpersonal and communication skills with the ability to collaborate effectively across customers, vendors, field teams, subcontractors, finance, accounting, and operations leadership
• High attention to detail and commitment to accuracy and operational excellence
• Ability to maintain organized documentation, track information accurately, and follow processes consistently
• Comfortable identifying missing information, following up proactively, and escalating concerns when appropriate
• Proficiency with Microsoft Office, Outlook, Excel, Teams, SharePoint, customer portals, scheduling systems, and related business platforms
• Professional, team-oriented approach with a high level of integrity and accountability

Preferred Qualifications

• Experience supporting mechanical, HVAC, plumbing, construction, facilities, or trade-related operations
• Experience with service dispatching, technician scheduling, customer communication, billing readiness, or service coordination
• Familiarity with purchase orders, vendor coordination, AP/AR support, project documentation, or operational workflow tracking
• Experience working within systems such as NxGen, Salesforce, Great Plains, SharePoint, customer portals, or similar business platforms
• Experience supporting Project Managers, Estimators, Field Leadership, Service Operations, Finance, or Accounting teams
• Understanding of service operations, project workflows, purchasing processes, billing support, work-in-progress tracking, and closeout coordination

Business Conduct

• Commits to behave in compliance with the Company’s values and Code of Conduct.
• Builds a culture of work safety and lead by example with one’s own safe behavior.
• Ensures one’s own compliance with the company’s published Operating Standards (professional, sales, Management and Execs only).
• Treats co-workers with respect and approaches conflict with positive intent and professionalism.
• Asks questions to understand why we do what we do and how we do it – champions change when improvements can be made.

EEO Statement

Marsden Services  provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, creed, ancestry, sexual or affectional orientation, marital or veteran status, color, religion, sex, national origin, age, disability, genetics, status with regard to public assistance or any characteristic protected under federal, state or local law.

Founded in 1952, Marsden Services is a nationally recognized provider of integrated facility services. We deliver exceptional janitorial, security, HVAC, calibration, emergency response, and facility management solutions to clients across the country. When you join Marsden, you join a company that invests in your development, believes in your potential, and supports your long-term career journey.

Company Description

Founded in 1952, Marsden Services is a nationally recognized provider of integrated facility services. We deliver exceptional janitorial, security, HVAC, calibration, emergency response, and facility management solutions to clients across the country. When you join Marsden, you join a company that invests in your development, believes in your potential, and supports your long-term career journey.