Service Solutionist

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Parts Source is the leading technology and software platform for managing mission‑critical healthcare equipment. Trusted by over 5,000 U.S. hospitals and 15,000 clinical sites, Parts Source empowers providers and service organizations to maximize clinical availability for patient care and automates the procurement of parts, services and training through a unique digital experience.

Parts Source team members are deeply committed to our mission of Ensuring Healthcare is Always On®, which is foundational to our success and growth. Our vibrant culture is built upon aligned values, shared ownership, mutual respect, and a passion for collaborating to solve complex customer problems.

• Service Event Coordination
  • Receive, source, coordinate and manage service events with urgency and accuracy.
  • Manage and oversee service requests, ensuring adherence to Service Level Agreements (SLAs).
  • Become an expert on the equipment we are repairing for the customer.
• Service Event Management
  • Oversee the full lifecycle of depot service events, from request to service report.
  • Proactively monitor open tickets, addressing potential escalations before they impact the customer.
  • Communicate effectively with all stakeholders, ensuring transparency and efficiency.
• Customer Communication
  • Keep customers informed with timely, clear, and professional updates.
  • Exhibit empathy and urgency when handling service disruptions to enhance the customer experience.
• Vendor & Relationship Management
  • Collaborate with vendors to ensure timely and high‑quality service event resolutions.
  • Build strong relationships with internal teams, customers, and service providers to facilitate seamless operations.
  • Work with the vendor to improve overall performance and delivery to our customers.
  • Ensure pricing and invoicing are aligned and fair to the customer.
  • Escalate any performance issues with the vendor and work with them to find a resolution.
• Documentation & Compliance
  • Maintain accurate service records, including quotes, Purchase Orders (POs), and Field Service Reports.
  • Ensure documentation is complete, accurate, and submitted on time for processing.
• Triage & Problem‑Solving
  • Handle complex customer inquiries, working toward swift and effective resolutions.
  • Identify potential issues and take proactive steps to prevent service disruptions.
• Training & Mentorship
  • Support the onboarding and training of new team members.
  • Foster a culture of learning and continuous improvement.

• Customer‑Focused Mindset – Passion for service excellence and delivering top‑tier customer experiences.
• Calm Under Pressure – Thrive in high‑stress situations and navigate urgent service events with a level head.
• Strong Communicator – Articulate information clearly, both verbally and in writing, to customers, vendors, and internal teams.
• Problem‑Solver – Proactively identify issues, think critically, and drive solutions with efficiency.
• Organized & Detail‑Oriented – Manage multiple tasks simultaneously, ensuring accuracy and completeness.
• Team Player – Collaborate well with others and support colleagues and customers.

• Previous experience in a call center, customer service, or service coordination role (preferably in equipment servicing, healthcare, or technical support).
• Strong ability to multitask in a fast‑paced environment while maintaining professionalism and accuracy.
• Experience working with vendors, scheduling service events, and handling escalations.
• Proficiency with service management systems, CRM tools, and Microsoft Office Suite.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to travel as needed to achieve operational objectives.

Since 2001, Parts Source has evolved into the leading technology and software platform for managing mission‑critical equipment, serving over half of the U.S. hospital infrastructure. Our digital systems modernize and automate the procurement of parts, services, technical support, and training for HTM professionals to efficiently and effectively maintain their mission‑critical equipment. Parts Source employs over 700 employees nationwide committed to supporting healthcare providers and ensuring healthcare always on.

In 2021, Bain Capital invested in the business, further accelerating our growth and positive impact within the healthcare industry.

Legal authorization to work in the U.S. is required.

Parts Source values diversity and is committed to Equal Employment Opportunity, ensuring decisions are made regardless of race, gender, disability, or background. We welcome applicants from all walks of life and provide an accessible hiring process for everyone.