Service Specialist

Department: RD&S

Location: Wilkes-Barre, PA

Description

The Service Specialist works as a senior member of a service support team, develops relationships with customers, processes orders, and communicates work order status, etc. as efficiently as possible while providing the highest level of customer service. The Service Specialist is fulfilling key account customer needs for field service, rebuild shop repairs, and equipment service sales opportunities. They work closely with RD&S service, contract, and sales staff to develop long-term client relationships. Commercial/industrial customers include cold storage facilities, distribution, and production facilities.

As the senior member of the inside operations team, the Service Specialist handles all service project management tasks, including subcontractor scheduling and job materials procurement. They are the key order contact to ensure all service projects and complex service work orders are executed on-time and to the RD&S/Kelvin standards.

Key Responsibilities

• Instruct senior field technicians on daily assignments which include service project installations, contractual planned maintenance, and emergency service work.
• Communicate and set labor priorities with RD&S Service Manager to assure proper scheduling of technicians to key projects and work orders.
• Attend and lead weekly manpower meetings on behalf of service for the allocation of start-up and senior service technicians to jobsites.
• Respond to customer inquiries for service work in a timely and professional manner (email, phone, portal, etc.).
• Efficiently create & communicate key account customer requested quotes and orders with the sales team and assist with processing those tasks in the computer system.
• Work with all sub-contractors and vendors to order and deliver the needs resources and materials to service job sites.
• Interface with the parts warehouse and/or vendors on purchase orders and parts/components deliveries, including expedited processing for urgent requests.
• Communicate with customers status changes for their orders that may impact expected and requested service delivery dates as necessary.
• Weekly processing of technician time sheets and expenses.
• Drive work order close out and invoice handoffs to billing team.
• Multi-task customer support priorities within the company.
• Work with other departments (accounting, sales, logistics, etc.) in a timely and professional manner.
• Other service department tasks and assignments as directed by department manager.
• Working hours: 7:30AM until 4:30PM
  
  

Skills, Knowledge and Expertise

• High school diploma or equivalent.
• 3-5 years of experience in a fast-paced customer support role, business to business strongly preferred.
• 3-5 years of experience performing service scheduling, order processing, and inside customer service to industrial customers strongly preferred.
• Experience handling difficult customers preferably in a service support role.
• Experience with or ability to learn and work proficiently in Microsoft Outlook (email, calendar), Microsoft Teams, work order software, and additional business software as needed.
• Experience working effectively independently and as part of a team.
• Able to multi-task, prioritize, and work well under pressure.
• Strong organizational skills.
• Excellent written and oral communication skills.
• Excellent customer service skills.
• Self-motivated with a strong sense of urgency.
• Strong desire to learn.
• Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Able to enter data efficiently into software.
  
  

Benefits

• Eligible for healthcare benefits on Day 1 of employment:
  • Medical, dental, vision, and prescription drug coverage
  • Flexible Spending Account (FSA), Dependent Care Spending Account (DCSA)
  • Health Savings Account (HSA)
  • Company-paid Life Insurance; Supplemental Employee, Spouse, and Dependent Life
  • Accident Hospital Indemnity
  • Company-paid Short and Long-term Disability Insurance
  • Pet Insurance
• Employer matched 401(k) saving plan (with Roth option)
• Weekly paycheck
• Generous paid holiday schedule (11 days per year)
• Paid time off (vacation sick time)
• Learning & Development programs
• Employee Referral Bonus Program
• Tuition Reimbursement
  

EOE – Disability/Veterans