Service Support Specialist

Department: Operations Location: Franklin, OH (In-Person) Reports To: Franklin Site Manager Company Overview Radon Medical Imaging is a world-class distributor of industry-leading radiology equipment and a trusted independent service provider specializing in multi-vendor asset management and high-end refurbishment. As a Private Equity-backed company on an aggressive growth trajectory, we offer exciting opportunities for innovation, scalability, and career advancement. We pride ourselves on delivering exceptional service and operational excellence to our healthcare partners. Job Summary We are seeking a proactive, highly organized Service Support Specialist to join our team. This role serves as the operational glue between our field technicians and our clients. You will manage complex scheduling, provide critical administrative support to field operations, and ensure that billing and inventory data remain accurate. The ideal candidate is a detail-oriented multitasker who thrives in a fast-paced environment and maintains professional composure under pressure. Core Responsibilities Service Coordination & Dispatch Scheduling: Manage and optimize schedules for Field Service Technicians, resolving conflicts and adjusting for urgent requests. Dispatch: Process service requests, create cases in NetSuite, and maintain field service calendars. Customer Touchpoints: Act as the first point of contact for inquiries; perform outgoing confirmation calls to customers regarding scheduled service and order status. Operations & Inventory Support Parts Management: Assist technicians with parts purchases; fulfill customer requests for supplies and equipment records. Logistics: Coordinate and prepare delivery documentation and shipping paperwork (FedEx/UPS/LTL). Compliance: Complete Quality Assurance checklists and verify test equipment calibration status to ensure FDA and state regulatory compliance. Data Management & Financial Admin Record Keeping: Maintain accurate records in NetSuite for equipment, vendors, and service contracts. Billing Support: Prepare invoices for repairs, contracts, and Time & Materials (T&M) billing; assist with AR/AP tasks and credit card reconciliations. Contract Research: Assist in researching pricing for Preventative Maintenance (PM) and Service Agreements. General Administration Office Flow: Share in answering phones with a professional demeanor; manage daily mail, filing, and office supply replenishment. Fleet Records: Support the maintenance of Motor Carrier, IFTA, and USDOT records as required. Professional Growth: Participate in improving office policies and cross-train in other departments to support company scalability. Qualifications Education: High school diploma required; Associate or Bachelor’s degree preferred. Experience: Proven experience in an administrative or dispatch/scheduling role within a professional office setting. Technical Skills: Proficient in Microsoft Office Suite; ability to quickly learn ERP software (NetSuite experience is a major plus). Soft Skills: Exceptional verbal and written communication skills; ability to maintain \"polite and professional\" behavior toward all vendors, customers, and associates. Detail Orientation: A \"check-twice\" mindset regarding data entry, calibration records, and shipping documents. Why Work With Us? Aggressive Growth: Opportunities for career advancement in a scaling company. Comprehensive Benefits: Medical, Vision, and 100% Company-Paid Dental. Financial Security: 401(k) with company match, 100% Company-Paid Long Term Disability, and a $250,000 Life Insurance policy. Work-Life Balance: 10 Paid Holidays plus generous PTO and Sick Days. Schedule: Monday–Friday, 8-hour shift.