Customer Services Support Operator

Job Description

Job Title: Customer Services Support Operator

Duration:12-Month Contract

Location: Cary, North Carolina 

Work Hours: Monday – Friday | 9:00 AM – 6:00 PM

Position Overview

We are seeking a highly organized and customer-focused Customer Services Support Operator to support end-to-end service operations and field resource coordination. This role is responsible for scheduling, dispatching, and optimizing field service activities while ensuring exceptional customer service and operational efficiency. The ideal candidate thrives in a fast-paced environment, possesses strong analytical and problem-solving skills, and can effectively collaborate with cross-functional teams to meet customer commitments.

Key Responsibilities

• Coordinate end-to-end scheduling, planning, and deployment of field service resources.
• Manage customer appointments and provide proactive communication throughout the service lifecycle.
• Optimize field resource utilization while ensuring compliance with customer service commitments and service level agreements (SLAs).
• Prioritize service requests based on business needs, customer impact, and resource availability.
• Collaborate with field managers and cross-functional teams to resolve scheduling conflicts and operational challenges.
• Perform capacity planning to support fluctuating customer demand and improve service delivery.
• Analyze service requirements and adjust schedules to address changing priorities.
• Maintain accurate service records and documentation within business systems.
• Support continuous process improvements that enhance operational efficiency and customer satisfaction.
• Deliver exceptional customer service by handling inquiries professionally and resolving issues promptly.

Required Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• Experience in Customer Service, Service Coordination, Scheduling, Dispatch, or Operations Support.
• Strong verbal and written communication skills.
• Excellent organizational, planning, and multitasking abilities.
• Proven analytical, problem-solving, and decision-making skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint).
• Ability to work independently and collaboratively across multiple teams.
• Strong attention to detail and commitment to delivering high-quality customer service.

Preferred Qualifications

• Experience with SAP or similar ERP systems.
• Knowledge of LEAN or Six Sigma methodologies.
• Customer-facing experience in a service operations environment.
• Experience supporting field service organizations or healthcare service operations.
• Familiarity with Siemens Healthineers or the medical device industry is an advantage.