Service Support Specialist

Overview

As the Service Support Specialist, you will work directly with customers and internal departments to meet the service needs of the product line. The goal is to ensure accurate and timely transmission of information to all involved parties to maintain high service quality. This is a hybrid role located in our Ann Arbor, MI office.

• Interface with end users and the field service organization and communicate all requests, requirements, and issues to the internal organization.
• Assist in scheduling field‑service onsite visits and work with customers to ensure all requirements are met prior to installation or maintenance visits.
• Create service orders, update status, process parts orders, service invoicing, and create service center notifications.
• Create new service contracts in SAP, update equipment records, process renewals, and run reports as needed.
• Review and report on engineer inventory levels.
• Work with engineers to cycle‑count stock and ensure inventory is decremented properly via secure order processing.

• High school diploma required; academic degree in business or a related field preferred.
• At least 2 years of experience in a customer‑service role.
• Strong written and oral communication skills and ability to deal effectively with customers in a professional manner.
• Strong ability to multi‑task.

• Personal and Professional Development: mentoring, leadership programs, and internal seminar offerings.
• Work‑life Balance: paid vacation, sick time, corporate holidays, community service day, and flexible work schedules.
• Comprehensive onboarding, including a virtual online platform.
• Welcoming culture with team spirit, international collaboration, and community groups (e.g., Coaching, Agile Working, Businesswomen’s Network).
• Health & Well‑Being: medical plans, dental, vision, EAP, and wellness programs.
• Intelligent Working Environment: smart buildings with the latest technology and equipment.
• Retirement Savings Plan: 401(k) with generous company match.
• Flexible Spending Accounts: HSA, FSA (dependent care & healthcare spending).
• Transportation Commuter Account.
• Company‑Paid Benefits: basic life insurance, AD&D, EAP, family planning, women’s health, health advocate.
• Optional benefits: supplemental life insurance, legal services, LTD & STD, critical illness insurance, student loan tuition refinance service.

Sartorius is an equal‑opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, disability, or other protected classes.