Service Operations Specialist – Madison, WI

The Role: This person will provide first level support on all service work. This includes working with our customers, technicians, and the operations team to ensure great customer service, efficient scheduling, quality work, while ensuring profitability for the company. This person will provide administrative support for projects, ensuring the ultimate organization of all project information, including but not limited to meeting minutes, project materials, project files, contact information, and project schedules. They will be responsible for producing O&Ms, As-Builts, training documents, and project reports. Working directly with the project manager, they will be responsible for scheduling all service-related issues in a timely manner and will clearly communicate the schedule with our internal team and our customers. They will provide first level support for service work in the field when technicians run into problems or need assistance. They will manage project and service material as well as overall processes in warehouse. They must be a forward and creative thinker, have a sense of urgency, prioritization and efficiency when dealing with clients, projects, company and other work activities. 

Skills and Specifications: 

• Minimum 1 years of experience in project administration. 

• Proficient in full Microsoft Office Suite, including Excel, Word, and Outlook. 

• Basic understanding of CAD/Bluebeam with willingness to work in the software 

• Excellent organizational skills, including great attention to detail. 

• Excellent communication skills. 

• Understanding of continuous process improvement and lean principles. 

• Ability to plan and organize a team effort. 

• Good client management and goodwill building ability. 

• Effective time management and logical decision-making ability. 

• Capacity to handle pressure. 

• Strong focus on quality. 

Responsibilities: 

1. In the phone queue to answer customer calls 

2. Manage all service including: i. incoming calls/emails 

ii. parts for repair 

iii. follow up emails/calls 

iv. scheduling 

v. creating work orders 

vi. ensuring customer satisfaction 

vii. run open work order report to ensure we are billing service to customer 

3. Manage customer specific projects as needed and warranted to ensure total customer care 

4. Create as-builts for projects as requested 

5. Download and store Fluke test results and apply for warranties 

6. Help bookkeeper with data entry as needed 

Compensation: Overall compensation varies based on experience level. Starting salary will be based on experience, qualifications, track record and other relevant criteria. 

Benefits: Flexible PTO, 401(k) with company match, Health Insurance, Dental Insurance, Life Insurance, STD/AD&D/LTD, Vision Insurance.

Base Salary of $50K-$60K. Role requires you to work on-site in the Madison office.