Service Experience Representative

Description

Job Description Statement:

The Service Experience Representative uplifts the Block Imaging Parts and Service team by ensuring equipment stays running strong and customers feel genuinely supported every step of the way. They turn challenges into solutions, keeping repairs and documentation streamlined so teams can focus on delivering exceptional care. Through dependable communication and a heart for service, they help create customer experiences that build trust and keep the mission moving forward.

Schedule:

Monday-Friday 1:00PM-10:00PM EST

The first portion of the shift (1:00 PM–8:00 PM) is required to be worked onsite; the remaining hours (8:00 PM–10:00 PM) may be completed remotely. 

Culture Fit:

Strengthen Block Imaging’s mission of ‘People Matter’ by living our values of Integrity, Honor, and Growth. Make choices that foster our thriving mindsets and lead with our approach of Together, Thoughtful, and Transparent.

Essential Job Duties:

• Manage incoming service calls and schedule service engineers for repairs and preventive maintenance.
• Order needed service parts, negotiate pricing, and coordinate returns of unused or defective parts.
• Monitor service contract costs, process purchase orders, and review vendor invoices for accuracy.
• Close out service requests, upload field service reports, and maintain accurate service records.
• Prepare quotes and process billing for services not covered under full-service contracts.
• Build strong relationships with customers, vendors, and service engineers, including follow-up to ensure satisfaction.
• Develop effective solutions to service issues, including determining when service should be declined and offering alternatives.
• Other duties as assigned.

Requirements

Role Competencies:

• Strong organizational skills with the ability to set goals, meet deadlines, and manage work independently.
• Effective problem-solving and critical-thinking skills with confident decision-making.
• Excellent communication skills, including interpersonal, negotiation, and listening abilities.
• Ability to build positive, professional relationships with customers, vendors, and team members.
• Customer-service oriented, solution-focused, and able to stay calm and effective under pressure.
• Flexibility and mature leadership when resolving challenging situations while maintaining confidentiality.
• Proficiency in Microsoft Office and general computer use, including documentation and research skills.

Experience and Education Requirements:

Preferred Experience

• N/A

Education (or equivalent experience)

• Associates degree

Preferred Certifications

• N/A

Travel Requirements:

n/a

Physical and Environmental Requirements:

Team Members must be able to perform the essential functions of the position with or without reasonable accommodation. For questions, contact Human Resources.

This role may involve

• Ability to remain in a stationary position for extended periods.
• Frequent typing.
• Ability to communicate effectively, including speaking, hearing, and reading.
• Occasional movement within the office.
• Lift up to 10 pounds.
• Standard office setting with moderate noise level.
• Regular use of computers, phones.
• Work is primarily performed indoors in a climate-controlled environment.

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

This job description is intended to describe the general nature and level of work being performed. It is not a contract. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. leadership reserves the right to assign or reassign duties and responsibilities at any time.

Block Imaging Parts & Service is an Equal Opportunity Employer

Block Imaging is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status. Block Imaging is committed to providing reasonable accommodations to individuals with disabilities. If you need assistance during the application or interview process, please contact HR.