Service Support Job Description
Service Support Duties & Responsibilities
To write an effective service support job description, begin by listing detailed duties, responsibilities and expectations. We have included service support job description templates that you can modify and use.
Sample responsibilities for this position include:
Service Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Support
List any licenses or certifications required by the position: ITIL, JAMF, CE, HDI, MS, PM, MCTS, II, IAT, TIA
Education for Service Support
Typically a job would require a certain level of education.
Employers hiring for the service support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Associates, Education, Technical, General Education, Computer Science, Business, Engineering, Industrial, Management, Computer
Skills for Service Support
Desired skills for service support include:
Desired experience for service support includes:
Service Support Examples
Service Support Job Description
- Drive the development and implementation of tools and systems that enable advanced identification and thereby avoidance of breakdowns
- Responsible for corrective actions driving long-term improvements in customer service and technical assistance center processes
- Coordinates program related product launch communications and in-service meetings to inform all Customer Service teams of launch dates and requirements
- Facilitates discussions and attends pre-launch meetings with Service Development, Technical Support, Manufacturing, Marketing, QA, Sales and Inventory to ensure adequate preparation, communication and adherence to launch plans
- Supports TAC team members addressing program specific customer-related issues
- Supports marketing launch strategy by implementing appropriate internal business processes and assists in the training/communication of the processes with the sales force
- Proactively monitors and resolves process and compliance issues to ensure expedient service fulfillment
- Engages alternate part suppliers for local parts solutions and STAC for technical solutions
- Interacts with customers and provides support pertaining to authorized servicer processes
- Provides direction and assistance to authorized service providers based on customer requests/needs and process compliance
- You have demonstrated excellent communication skills (verbal & written)
- You possess effective interpersonal skills
- You have strong organizational and effective prioritization skills
- You possess attention to detail skills
- Receptionist experience an asset
- Three or more years of hospital facility, plant operations, engineering or maintenance supervision experience
Service Support Job Description
- Engages authorized servicers and Contractor Services Managers for alternate service solutions
- Collects and provides service order level detail to supervisor for metric tracking (Cycle Time, CSAT feedback, contractor claims expense, no coverage issues)
- Provides feedback on process improvement for a better customer experience and reduced cycle time
- Demonstrates exemplary customer service and serves as a positive role model
- Recognizes and communicates existing gaps of their assigned work area to their Team Manager and Contractor Services Manager
- Logs, researches and works returned checks
- Works IMMS Vendor Holds (emails and VIMMS) and Vendor Denied accounts
- Works IMMS Vendor Holds (emails and VIMMS) and Vendor Denied accounts (X97) for CCAU–prepares Vendor Add-Change-Delete form and provides W2 and Stark form to Finance
- Fulfill POS entry of customer purchases with integrity (perform cashier role)
- Provide exceptional customer service during all customer interactions
- You have the ability to adapt to change
- The Joint Commission / CMS Survey Experience in acute care hospital setting
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Access and Outlook), Computerized Maintenance Management System (CMMS)
- ERP system experience SAP is desired
- Strong knowledge base of Orion platform including billing, performance, reporting, portfolio interactions
- Ability to lead, inspire, direct, and develop team members
Service Support Job Description
- Participate in required store trainings to excel in assigned duties
- Handle products with emphasis on accuracy, efficiency, and service
- Assist in Technical and Sales related functions within the Sharp Robotics Business Development group
- Functions include, but are not limited to, conducting field demonstrations of the product in the continental United States
- Setting up and operating the product and its associated software, applications, programs and peripheral equipment
- Assisting in the design, build out, and operations of the QA facility and Test Track within the Camas, WA facility
- Conducting QA test operations within the QA lab and test track facility
- Creating technical reports of observed observations and measurements and submitting them to supervisor for review and eventual factory submissions
- Travel is required, all expenses paid
- Investigates and provides detailed reports of product quality issues
- Minimum of 1 year of Orion systems experience required
- Two years general office experience preferred
- Previous transportation experience preferred
- Ability to use general office equipment, computer, fax machine, copier, scanner, etc
- Ten-key skills preferred
- PC experience with the ability to learn required computer systems/programs
Service Support Job Description
- Provides support at business & trade shows as needed
- Prepares accurate, legible and timely reports
- Regularly reviews all technical data for accuracy & clarity
- Performs other duties such as product repair and maintenance as directed by management
- Ensure high-level technical support is delivered to the Regions’ customers through remote helpdesk functionality
- Work with our customers, distributors, sales function and the wider service team to understand, adapt and improve the support provided to them
- Ensure that effective escalation takes place throughout the support chain, that suitable resources are identified and allocated to best effect to resolve situations and that managers across the Regions are made aware of issues and situations as they escalate
- Ensure knowledge is gathered from issues within the Regions, fed back to - PLM Service Engineering and Regional Specialists and is put to best use to drive improvements to the products and processes
- Monitor customer satisfaction through surveys employed or direct feedback and to plan and drive appropriate actions regionally or locally to address concerns identified
- Ensure that knowledge on solutions, new products and new techniques is made available to engineers, support staff, distributors and customers as appropriate
- Good understanding of infrastructure technologies
- Knows, understands, and demonstrates company policies, processes and procedures that apply to the Sears authorized service provider ASA Authorized Servicer Administration servicing products and areas not serviced by In-Home (and in some cases Carry-In) and SFO Service Flexibility Overflow providing repair capacity to supplement the In-Home district capacity in select markets
- Ability to effectively navigate and operate the systems
- Ability to effectively and professionally communicate with internal and external customers via telephone and email (Outlook Exchange)
- Ability to effectively read and manipulate reporting in Microsoft Excel
- Ability to effectively explain adverse situations and gain an understanding from the customer
Service Support Job Description
- Work with the Regional Service Management Teams to plan the appropriate growth of service resources within the budget guidelines
- Act as the interface between the PLM organisation and Regions regarding to the introduction of new products, ensuring that suitable training programmes are in place, tool requirements are understood, first of a kind or foundation resources are allocated and that the region is ready to take and support the product as necessary
- Review the service support processes and work with the Service Management Team and QA to develop new documented procedures or ensure adherence to existing ones
- Deliver in a timely manner any requests for management information relating to any areas of service support
- Responsible for the direct management of all Regional technical support
- To attract, retain and develop the capabilities (competencies, knowledge, skills and experience) of employees within the Service Support function
- Maintain appropriate communications and effective working relationships between the various functional areas within service and the regions
- Demonstrate effective leadership behaviors and ensure that all direct reports have clear guidance on expectations on their behaviors in their roles and Performance Management processes are fully compliant
- Ensure that regular face-to-face performance and coaching meeting take place with all direct reports and where necessary ensure that any corrective actions are commenced
- Manage the selection, termination, development, measurement, motivation and compensation of direct reporting employees
- Reception experience is an asset
- Ability to troubleshoot in difficult situations
- Ability to provide candid feedback to all levels of employees
- Physical requirements include the ability to twist, bend, squat, reach, climb a ladder, lift up to 75 pounds (with assistance) and stand for up to four hours at a time
- Working towards Bachelor’s or Master’s degree or completion of relevant post-secondary technical, electronics and computer related training programs
- Technical network administration experience is a plus