Service Operations Specialist

JOB SUMMARY:The Service Operations Specialist manages post-sales service activities, including contract execution, dispatch coordination, and system administration within Midmark systems. This role ensures accurate documentation, timely service completion, and compliance with operational and FDA standards. The specialist also supports ISO renewals, training record management, billing, and reporting to drive efficiency and enhance the customer experience. This position must exercise good, discretionary judgement in direct communications with Midmark end customers and channel partners.ESSENTIAL/PRIMARY DUTIES:Manages and executes service contract activities, including coordination and documentation, to ensure timely fulfillment and alignment with established operational processes.Engages in the call center dispatch queue to schedule preferred or independent service technicians for both warranty and post warranty repairs.Processes and approves Service Request Authorization forms and invoices in a timely manner.Maintains a good rapport with internal and external customers and channel partners while being an ambassador for Midmark.Generates estimates, invoices, and credits for post warranty repairs and services.Relies on experience and judgement to plan and accomplish goals.Administers Axiom training activities, including tracking, communication, and coordination.Supports ServiceMax administration and setup activities, including technician onboarding and maintenance of user settings.Manages Independent Service Organization (ISO) renewals, training record documentation for FDA audit readiness, and billing for newly trained technicians.SECONDARY DUTIES:Engages in theme work and problem solving focused on driving improvement of key performance metrics around developing and maintaining servicesEngages in project work and initiatives around developing and maintaining post sale servicesAssists with audits and responds to auditors’ requestsProvides and updates departmental reportsEDUCATION and/or EXPERIENCE:Associate degree and + years of experience in service coordination, contract administration, or related operational support roles, or equivalent combination of education or experience preferred. Experience in customer-facing environments PETENCY and/or SKILL:Advanced interpersonal skills, ability to present ideas and promote open exchange of thoughts through multiple mediumsCustomer service mentality, ability to go above and beyond for the customerExcellent communication, interpersonal, and customer service skillsAbility to work independently and as part of a teamProficiency with ERP, CRM, or service management systems (Oracle, Salesforce, ServiceMax, or equivalent)Call center experience preferredHighly organized with an ability to multitask and prioritize in a fast-changing environmentSUPERVISORY RESPONSIBILITIES:N/A

Created: 2025-12-25