Customer Service Solutionist

The Service Solutions Team manages the depot service delivery process to provide best-in-class resolution for repair events across multiple vendors. This role is critical to ensuring exceptional customer experiences and supporting patient care through timely, accurate service coordination.

As a Service Solutionist, you will serve as the primary point of contact for customers with depot service needs. You will manage service events from initiation through resolution, working with customers, vendors, and internal teams to ensure successful outcomes. This position requires strong communication, critical thinking, organization, and a customer-first mindset in a fast-paced environment.

• Receive, coordinate, and manage service requests with urgency and accuracy.
• Ensure service events meet established Service Level Agreements (SLAs).
• Develop expertise in the equipment and services being supported.

• Manage the full lifecycle of depot repair events from initiation through completion.
• Monitor open service requests and proactively address potential escalations.
• Coordinate activities across customers, vendors, and internal teams to ensure timely resolution.

• Provide clear, timely, and professional updates throughout the service process.
• Demonstrate empathy and urgency when resolving customer issues and service disruptions.
• Partner with vendors to ensure high-quality and timely service delivery.
• Build strong working relationships with customers, vendors, and internal stakeholders.
• Monitor vendor performance and identify opportunities for continuous improvement.
• Review pricing and invoicing to ensure accuracy and fairness.

• Maintain accurate records including quotes, purchase orders, service reports, and related documentation.
• Ensure all documentation is complete, compliant, and submitted on time.

• Resolve complex customer inquiries with a sense of urgency.
• Identify risks early and implement solutions to prevent service disruptions.

• Assist with onboarding and mentoring new team members.
• Contribute to a culture of continuous learning and process improvement.

• Exceptional customer service and relationship-building skills.
• Ability to remain calm and effective in high-pressure situations.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• Critical thinking and problem-solving skills.
  
  Detail-oriented with a commitment to accuracy.
• Collaborative team player with a proactive mindset.

• Experience in customer service, call center, service coordination, technical support, healthcare, or equipment servicing.
• Experience working with vendors, managing service requests, and handling escalations.
• Familiarity with CRM or service management systems.