Service Operations Specialist

Service Operations Specialist

Position Summary:

Reporting to the Director of Service, Service Operations Specialist, serves as a senior operational and customer-service resource within the Service Department, helping coordinate complex repair, maintenance, warranty, parts, documentation, and customer-support activity for Meyer Sound products worldwide. This role supports the complete service lifecycle with an emphasis on accurate communication, service order discipline, technical follow-through, cross-functional coordination, process improvement, and timely escalation of high-priority customer and product issues. This is a full time, non-exempt position earning between $31.50 - $41.80 per hour.

Key Responsibilities:

Customer Support & Service Coordination

Serve as a primary customer contact for service-related inquiries via phone, email, and web-based support systems.

Provide first-level troubleshooting assistance and route technical issues to the appropriate service, engineering, or technical-support resources when needed.

Communicate repair status, lead times, quotations, warranty determinations, shipping information, and next steps clearly and professionally.

Manage high-priority or sensitive service situations with urgency, follow-through, and a high level of customer care.

Repair Administration

Create, review, update, and manage Return Authorization (RA) requests and related service records.

Coordinate incoming product repairs, warranty evaluations, exchanges, failure-analysis requests, and service work orders through completion.

Review incoming equipment documentation and help ensure accurate, complete, and searchable service records.

Open, maintain, and close service work orders in company business systems.

Verify warranty eligibility and process warranty claims in accordance with company policy and department standards.

Operational Coordination

Track repairs through all stages of the service process and help maintain visibility into priorities, bottlenecks, customer commitments, and completion status.

Coordinate activities between Service, Production, Engineering, Quality, Logistics, Purchasing, Finance, and Technical Support.

Assist with prioritization of customer repairs based on business requirements, customer needs, product availability, and operational capacity.

Monitor service metrics, repair trends, and recurring issues to help identify opportunities for process and product-support improvements.

Help maintain accurate service documentation, customer records, repair notes, and internal reference materials.

Inventory & Logistics Support

Coordinate service parts requests, inventory transactions, and repair-related material movement.

Work with shipping and logistics personnel to ensure proper packaging, documentation, and shipment of repaired products.

Assist with inventory control activities related to service operations, including parts availability, substitutions, and repair readiness.

Help identify parts or process constraints that may affect repair turnaround or customer commitments.

Continuous Improvement

Identify opportunities to improve customer experience, repair workflow, documentation quality, and internal efficiency.

Support implementation of new service processes, systems, documentation, training resources, and reporting practices.

Contribute to cross-functional projects that improve service delivery, product support readiness, repair consistency, and operational effectiveness.

Help translate repair findings, customer feedback, and service data into clear summaries for leadership and internal technical teams.

Qualifications:

4+ years of experience in customer service, service operations, repair administration, technical support, manufacturing support, or a related field.

Strong verbal and written communication skills, including the ability to explain technical and operational information clearly.

Ability to manage multiple tasks, customer commitments, and repair priorities in a fast-paced environment.

Excellent organizational skills, attention to detail, and follow-through.

Proficiency with Microsoft Office applications and business software systems.

Experience working directly with customers and resolving issues professionally.

Ability to understand technical concepts and communicate them effectively to customers and internal teams.

Ability to lift and move equipment weighing up to 40 pounds as needed.

Preferred

Experience in professional audio, electronics, manufacturing, live sound, installed sound, or related technical industries.

Familiarity with CRM, ERP, service management, inventory, or repair-tracking systems.