Service Support Specialist

Service Support Specialist

Got a calm voice, fast fingers, and the rare gift of keeping "technical hiccups" from becoming full-blown mayhem? Excellent. We're looking for a Service Support Specialist who thrives when the phone rings, the clock is ticking, and someone, somewhere, needs an answer yesterday. You'll be the first friendly (and impressively organized) human our customers reach when important medical imaging equipment decides to have a tantrum.

Your Superpowers?

• The Translator: Turning a panicked "It's broken!" into a detailed, professional service ticket.
• The Gatekeeper: Knowing the difference between a routine fix and a "drop everything" emergency.
• The Abyss-Watcher: Tracking every issue from start to finish so nothing disappears into the void.

This role is equal parts problem?solver, professional note?taker, case manager, and behind?the?scenes hero. You'll juggle calls, texts, systems, and live vendor handoffs like it's no big deal...while staying calm, polite, and unflappable. Bonus points if healthcare, medical devices, or service coordination already sound familiar.

Primary Responsibilities

• Receive and respond to inbound service requests via phone, text, and email.
• Follow established intake scripts to gather accurate and complete service information.
• Accurately document all service interactions in Microsoft CE (Dynamics 365 CRM).
• Initiate outbound calls to appropriate service vendors and facilitate live, warm handoffs while the end user remains on the line.
• Confirm vendor case creation, response commitments, and next steps.
• Identify critical system downtime events and escalate per established procedures.
• Notify customer leadership and internal management of prolonged or high-impact outages.
• Track service activity through resolution and confirm proper case closure.
• Maintain compliance with documentation, quality, and communication standards.
• Support Delta Medical Systems' quality policy through compliance with quality management system documentation
• Perform other duties as assigned by direct supervisor.

Qualifications

• High school diploma or equivalent required. Associated degree preferred.
• Minimum of two (2) years of experience in customer service, call center operations, service dispatch, or technical support.
• Strong verbal and written communication skills.
• Demonstrated ability to follow scripts and procedures while maintaining a professional customer experience.
• High attention to detail with strong documentation accuracy.
• Ability to manage multiple systems and live calls simultaneously.
• Experience with Microsoft CE / Dynamics 365 CRM preferred.
• Experience in healthcare, medical devices, or medical imaging environments preferred.
• Prior experience coordinating third-party vendors or field service teams preferred.
• Familiarity with downtime escalation procedures and service-level agreements (SLAs) preferred.

Benefits

• 401(k) retirement plan with company match
• Excellent vacation policy, including paid family leave, and paid holidays
• Comprehensive and affordable insurance package including medical, dental, vision
• Company paid: short-term disability, long-term disability, and life insurance/AD&D
• Corporate based tech support
• Education assistance

Location: Hybrid in Brookfield, WI

Type: Full-time

Pay: $24.00-$30.00 per hour

Hours: 8am-5pm CST

Physical Demands

• Prolonged periods of sitting while working at a computer and telephone
• Frequent use of hands and fingers for typing, data entry, and operating a keyboard, mouse, and phone headset
• Repetitive motions involving hands, wrists, and fingers
• Ability to view a computer screen for extended periods of time
• Ability to hear and speak clearly to communicate with customers via telephone or virtual platforms
• Ability to focus and remain attentive in a fast?paced, call?driven environment
• Occasional standing, stretching, or movement as needed during the workday
• Ability to maintain reliable attendance and work scheduled hours, including peak call periods

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Work From Home Equipment

• Maintain a designated home workspace suitable for prolonged computer and phone use
• Use standard office equipment, including a computer, keyboard, mouse, monitor, and headset
• Maintain a quiet environment sufficient for customer conversations