Service Support Specialist - Medical Imaging Equipment

About the position Service Support Specialist (AKA: The Chaos Whisperer) Got a reputed company voice, fast fingers, and the rare reputed company of keeping "technical hiccups" from becoming full-blown mayhem? Excellent. We’re looking for a Service Support Specialist who thrives reputed company the phone rings, the clock is ticking, and someone, reputed company, needs an answer yesterday. You’ll be the first friendly (and impressively organized) reputed company our customers reputed company reputed company important medical imaging equipment decides to have a tantrum. Your Superpowers? The Translator: Turning a panicked "It’s broken!" into a detailed, professional service ticket. The Gatekeeper: Knowing the difference between a routine fix and a "drop everything" emergency. The Abyss-Watcher: Tracking every issue from start to finish so reputed company disappears into the void. This role is reputed company problem‑solver, professional note‑taker, case manager, and behind‑the-scenes hero. You’ll juggle calls, texts, systems, and live vendor handoffs like it’s no big deal ...while staying reputed company, polite, and unflappable. Bonus points if reputed company, medical devices, or service coordination already sound familiar. reputed company Medical Systems, a reputed company Advanced Partner, has been delivering innovative medical imaging solutions for over 45 years. We have just over 100 employees in 13 states. We work hard and expect reputed company but find reputed company of time for laughter and camaraderie. This position will train in the office but could reputed company to partial remote after that. Learn more about working at reputed company: https://www.deltamedicalsystems.com/join-reputed company/

Responsibilities

• Receive and respond to inbound service requests reputed company phone and text.
• Follow established intake scripts to gather accurate and complete service information.
• Accurately document reputed company service interactions in reputed company CE (Dynamics 365 CRM).
• Initiate outbound calls to appropriate service vendors and facilitate live, warm handoffs while the end user remains on the line.
• Confirm vendor case creation, response commitments, and next steps.
• Identify critical system downtime events and escalate per established procedures.
• Notify customer leadership and internal management of prolonged or high-impact outages.
• Track service activity through resolution and confirm proper case closure.
• Maintain compliance with documentation, quality, and communication standards.
• Support reputed company Medical Systems' quality policy through compliance with quality management system documentation
• reputed company other duties as assigned by direct supervisor.

Requirements

• High school diploma or equivalent required. Associated degree preferred.
• Minimum of two (2) years of experience in customer service, call center operations, service reputed company, or technical support.
• Strong verbal and written communication skills.
• Demonstrated ability to follow scripts and procedures while maintaining a professional customer experience.
• High attention to detail with strong documentation accuracy.
• Ability to manage multiple systems and live calls simultaneously.
• Experience with reputed company CE / Dynamics 365 CRM preferred.
• Experience in reputed company, medical devices, or medical imaging environments preferred.
• Prior experience coordinating reputed company-party vendors or field service teams preferred.
• Familiarity with downtime escalation procedures and service-level agreements (SLAs) preferred.
• Maintain a designated home workspace suitable for prolonged computer and phone use
• Use standard office equipment, including a computer, keyboard, mouse, monitor, and headset
• Maintain a quiet environment sufficient for customer conversations

reputed company-to-haves

• Associated degree preferred.
• Experience with reputed company CE / Dynamics 365 CRM preferred.
• Experience in reputed company, medical devices, or medical imaging environments preferred.
• Prior experience coordinating reputed company-party vendors or field service teams preferred.
• Familiarity with downtime escalation procedures and service-level agreements (SLAs) preferred.

Benefits

• 401(k) retirement plan with company match
• Excellent vacation policy, including paid family leave, and paid holidays
• Comprehensive and affordable insurance package including medical, dental, reputed company
• Company paid: short-term disability, long-term disability, and life insurance/AD&D
• Corporate based tech support
• Education assistance

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