Service Support Specialist

PURPOSE OF JOB

• Serve as a primary point of contact for customers contacting Doyle regarding replacement parts, service needs, equipment questions, repairs, and general support.
• Listen to customer needs, gather accurate information, and determine the next appropriate steps.
• Collect important job information including customer contact information, equipment model, serial number, photos, parts needed, and description of the issue when applicable.
• Provide customers with timely updates regarding parts availability, order status, service work, and billing.
• Build strong customer relationships through responsive, professional, and knowledgeable communication.
• Direct technical or service-related questions to the appropriate Service, Engineering, Parts, or Sales personnel.

• Prepare accurate quotations for replacement parts and service-related materials.
• Identify parts using Doyle parts information, equipment documentation, serial numbers, drawings, and other available resources.
• Work with Parts, Engineering, Service Technicians, and Sales to verify correct parts and quantities.
• Communicate pricing and availability information to customers.
• Enter customer parts orders accurately and ensure all required information is captured.
• Review orders for accuracy prior to processing.
• Follow up on open quotes and customer requests as appropriate.
• Assist customers with identifying replacement parts and determining appropriate solutions for their equipment.

• Monitor parts orders associated with service jobs and customer orders.
• Verify that required parts have been received and are complete before they are released or assigned to a service job.
• Identify shortages, incorrect parts, damaged parts, or discrepancies and communicate them to the appropriate internal team.
• Work with Parts, Purchasing, and Production when additional parts or components are required.
• Ensure parts associated with service jobs are properly documented and accounted for.
• Maintain accurate records of parts ordered, received, used, returned, or credited.

• Create and maintain service work orders based on customer requests and technician activities.
• Ensure Service Technicians have the necessary customer, equipment, parts, and job information.
• Review completed technician reports for accuracy and completeness.
• Verify labor hours, travel time, parts used, materials, and other applicable charges.
• Obtain missing information or clarification from technicians when necessary.
• Ensure required documentation is attached to the appropriate customer and service record.
• Maintain accurate service history and equipment records.

• Process completed service work orders for billing in a timely manner.
• Verify labor, travel, parts, freight, and other applicable charges prior to invoicing.
• Ensure customer purchase orders and billing requirements are properly documented.
• Work with Accounting to resolve billing questions or discrepancies.
• Ensure completed service jobs are properly closed out in company systems.
• Maintain complete and accurate documentation following completion of each service job.
• Assist customers with questions regarding invoices and completed service work.

• Ensure all service documentation is completed following a job.
• Maintain accurate records of equipment repairs, parts used, technician findings, and recommendations.
• Document follow-up work that may be required, including additional parts, repairs, or customer communication.
• Communicate relevant service findings to Sales, Engineering, Parts, and the Service Manager.
• Help identify recurring equipment issues or customer concerns that may require additional attention.
• Support improvements to the Service Department's documentation and job closeout processes.

• Work closely with Field Service Technicians to ensure accurate information is captured before, during, and after service work.
• Work with Parts to identify, quote, order, receive, and document replacement components.
• Work with Engineering to resolve parts identification and technical questions.
• Support Sales by providing timely parts and service information for customers.
• Work with Accounting to ensure accurate and timely billing.
• Communicate effective across departments to help customer requests move efficiently from initial contact through completion.

• Utilize Doyle's ERP, Click Up, and other…