What are the responsibilities and job description for the Lead Service Support Specialist position at jem & fix?
Description
Lead Service Support Specialist
Department: Operations
Location: Franklin, OH (In-Person)
Reports To: 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 Lead Service Support Specialist to join our team. In this role, you will work directly alongside your team members to execute daily dispatch, logistics, and billing workflows, while simultaneously serving as the operational anchor for the team. While managing your own daily workload and customer calls while also acting as the point person for team questions, NetSuite process consistency, and high-level escalations. The ideal candidate is an excellent multitasker who thrives in the daily trenches of a fast-paced environment and naturally elevates the performance of those around them.
Responsibilities
Leadership & Process Support
Qualifications
Lead Service Support Specialist
Department: Operations
Location: Franklin, OH (In-Person)
Reports To: 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 Lead Service Support Specialist to join our team. In this role, you will work directly alongside your team members to execute daily dispatch, logistics, and billing workflows, while simultaneously serving as the operational anchor for the team. While managing your own daily workload and customer calls while also acting as the point person for team questions, NetSuite process consistency, and high-level escalations. The ideal candidate is an excellent multitasker who thrives in the daily trenches of a fast-paced environment and naturally elevates the performance of those around them.
Responsibilities
Leadership & Process Support
- Daily Execution & Support: Actively perform the core daily duties of a Service Support Specialist alongside the team, maintaining an active workload of dispatching, billing, and logistics tasks.
- Team Alignment: Help balance workloads to ensure coverage during peak times and keep daily queues moving efficiently.
- Escalations: Help resolve complex scheduling conflicts, difficult technician or customer scenarios, and NetSuite troubleshooting.
- Process Consistency: Partner with leadership to identify workflow bottlenecks and help standardize daily procedures within NetSuite to ensure data integrity across the department.
- Schedule & Dispatch: Manage and optimize daily schedules for Field Service Technicians, answering incoming service requests and creating/updating cases in the CRM/ERP.
- Urgent Request Management: Work directly with the team to resolve scheduling conflicts and rapidly adjust for urgent or emergency field requests.
- Customer Care: Help resolve client inquiries, performing outgoing confirmation calls regarding scheduled service and order status.
- Parts Ordering: Execute and support technician parts purchases for supplies and equipment records.
- Regulatory: Verify test equipment calibration status alongside the team to guarantee compliance with FDA and state regulations.
- ERP Support: Provide general NetSuite system support, data entry, and basic reporting to assist the operations team.
- Billing Execution: Prepare and process invoices for Time & Materials (T&M) billing; assist with AR/AP tasks and credit card reconciliations.
- Contract Support: Assist in researching pricing for Preventative Maintenance (PM) and Service Agreements to support sales and operations scalability.
- Office Flow: Share in answering phones with a professional demeanor, managing daily mail, filing, and office supply replenishment.
Qualifications
- Education: Associate or Bachelor’s degree preferred; equivalent professional experience required.
- Experience: 4 years of experience in scheduling or operations administration, with demonstrated experience informally leading, mentoring, or acting as a senior subject matter expert within a team.
- Technical Skills: Strong proficiency in NetSuite (or a similar major ERP system) is highly preferred. Advanced command of the Microsoft Office Suite.
- Leadership Style: A hands-on leader who will work alongside the team; exceptional communication skills and a "polite and professional" composure under pressure.
- Aggressive Growth: Opportunities for career advancement and professional development in a rapidly 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.
- Schedule: Monday–Friday, 8-hour shift.
Salary : $250,000