Service Specialist

About PartsSource
PartsSource is the leading B2B e-commerce marketplace for US healthcare, helping healthcare providers to automate the purchasing of MedTech repair parts and services through a modern procurement experience while driving improved cost, quality, and reliability throughout the healthcare supply chain. We are growing rapidly as providers shift their purchasing toward e-commerce and away from manual processes. We are uniquely positioned to address key challenges impacting mission-critical operations related to rising input costs, skill shortages, and supply chain disruptions. Bain Capital's 2021 investment in PartsSource further propels us to realize our Vision: Ensure the quality, safety, and availability of mission-critical assets to improve health outcomes.
Our platform automates the procurement process enabling the medical equipment service industry in their acquisition, repair and life cycle management of medical parts. The company's cloud software and marketplace technology tools help over 3,500 hospitals to source on-demand parts and services from over 6,000 OEMs and thousands of repair techs. PartsSource delivers strong value to customers through an "Amazon" like experience featuring preferred pricing, automated ordering, and formulary analytics to benchmark spend and drive greater supply chain intelligence.
From our founding in 2001 as the industry's first online, fully integrated medical products marketplace, to the creation of our award-winning flagship solution, PartsSource Pro, PartsSource has evolved to become a leader in the digital transformation of the healthcare technology supply chain and indispensable partner to more than half of U.S. hospitals and thousands of equipment suppliers and independent service providers.
Bain Capital's 2021 investment in PartsSource provides capital, expertise, and key partnerships further accelerating PartsSource's growth. Bain Capital, one of the world's leading private multi-asset investment firms with approximately $150 billion in assets under management, seeks to create lasting impact for their investors, teams, businesses, and the communities in which they live.
Job Summary:
Providing world class service to customers by delivering on service events for equipment in medical, government and educational industries. Providing necessary follow-up with vendors, internal team members and customers while building strong business relationships. Initial duties will include order intake, follow up assistance, and dispatch inbox maintenance for Preventative Maintenance, Supply or low-cost Corrective Maintenance requests. This role will have ongoing development with progression into managing more complex requests and customer escalations as experience is gained.
Duties/Responsibilities:

• Represent all the company's core values.
• Organize and manage service events from start to finish, ensuring timely decisions are made at the right level.
• Develop strong relationships with customers, vendors and internal partners.
• Receive, prioritize, schedule, dispatch and invoice service events.
• Manage the Service Center in-box and distribute requests to appropriate team member.
• Consistently follow up with vendors to obtain the status on open service events and keep the customers updated.
• Works with other departments internally, to resolve customer questions and issues quickly.
• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every customer.
• Negotiate with vendors to deliver on Service Level Agreements and achieve high quality, low cost, and timely outcomes.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Execute technology enabled workflows and cloud-based document storage.
• Effectively handle customer inquiries/requests and communicate with appropriate company personnel, when necessary.
• Manage all service event related paperwork through the full lifecycle of a service event (PO, Field Service Reports, Vendor forms, Invoice, etc.).
• Ensure timely Field Service Report receipt, review for correctness and professionalism.
• Invoice retrieval, review and submission to Accounts Payable
• Attention to detail on all documentation and quality reports.
• Other duties may be assigned to meet business needs.

Required Skills/Abilities:

• Ability to communicate professionally written, verbal, and interpersonal in an excellent manner.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Ability to read vendor invoices and field service reports and apply grammatical skills and analytical skills with attention to detail.
• Ability to efficiently define and resolve problems independently or with little outside input, research and collect data, establish facts, and draw valid conclusions.
• Ability to de-escalate stressful situations.
• Proficient in Microsoft Office; Word, Excel, PowerPoint, Access and Outlook.
• Must type 40+ words per minute.
• Must have excellent organizational and time management skills with the ability to prioritize.
• Must have outstanding customer service skills both verbal and written.
• Must be adaptable to change, able to multi-task, and can function well individually or in a team environment.
• A positive attitude is a must.

Education and Experience:

• A High School Diploma required.
• Customer service experience is a plus.
• Associate's or Bachelor's Degree preferred but not required.

Who We Want to Meet

• You're a positive person, ready to serve as an enthusiastic promoter of PartsSource to internal and external clients
• You're a problem solver, always looking to find ways to work towards a win-win solution
• You're a strong influencer- able to gain the trust and confidence of leadership teams to drive change
• You don't settle for the status quo. You're always improving upon processes and tools to find simpler and better ways to work.
• You're accountable. You do what you say you're going to do. And when you mess up- you own it, learn from it, and move on.

Benefits & Perks

• Competitive salary package inclusive of base salary, incentive bonus structure, and equity incentive plan; with a full benefits package (including a 401k match, employer-paid college debt redux, and more).
• An inclusive PartsSource community - work alongside other smart, passionate people
• Growing company investing in and committed to developing the careers of our employees.
• Hybrid work environment where you get the benefits of flexibility, socialization, and productivity
• A chance to revolutionize Healthcare with evidence-based decision-making on the world's leading Procure-to-Pay platform!

Interested?
We'd love to hear from you and explore the possibilities. Please send us your resume along with an optional cover letter detailing why you're an excellent candidate.
Diversity Statement
We are an Equal Opportunity Employer committed to building an inclusive and diverse environment where everyone's individuality is respected, and everyone has an identity. Our commitment to inclusion across race, gender, age, religion, identity, and experience drives us forward every day.
Legal authorization to work in the U.S. is required.
No Agency or Recruiter submissions will be accepted.