Service Delivery Expert

1 week ago

Charlotte, North Carolina, United States PartsSource Full time
About PartsSource

PartsSource is a leading provider of medical equipment and supplies, serving over 3,500 hospitals and thousands of equipment suppliers and independent service providers. Our platform automates the procurement process, enabling medical equipment service industry professionals to acquire, repair, and manage medical parts with ease.

Job Summary

We are seeking a highly motivated and customer-focused Service Delivery Expert to join our team. As a Service Delivery Expert, you will be responsible for providing world-class service to customers, vendors, and internal partners, ensuring timely and efficient resolution of service events.

Duties and Responsibilities
  • Represent the company's core values and provide exceptional customer service to internal and external clients.
  • 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 to drive business growth and improve customer satisfaction.
  • Receive, prioritize, schedule, dispatch, and invoice service events in a timely and efficient manner.
  • Manage the Service Center inbox and distribute requests to appropriate team members.
  • Consistently follow up with vendors to obtain the status on open service events and keep customers updated.
  • Work 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.
Required Skills and Abilities
  • Ability to communicate professionally, both written and verbally, and build strong relationships with customers, vendors, and internal partners.
  • Knowledge of the structure and content of the English language, including grammar 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 and maintain a positive attitude in a fast-paced environment.
  • Proficient in Microsoft Office, including Word, Excel, PowerPoint, Access, and Outlook.
  • Ability to type 40+ words per minute and maintain accurate records.
  • Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
  • Outstanding customer service skills, both verbal and written, with a focus on building strong relationships and driving customer satisfaction.
  • Ability to adapt to change, multitask, and function well individually or in a team environment.
Education and Experience
  • A High School Diploma is required; Associate's or Bachelor's Degree is preferred but not required.
  • Customer service experience is a plus, but not required.
What We Offer
  • A competitive salary package, including a base salary, incentive bonus structure, and equity incentive plan.
  • A comprehensive benefits package, including a 401(k) match, employer-paid college debt reduction, and more.
  • A dynamic and inclusive work environment, where you can grow and develop your career.
  • A chance to revolutionize healthcare with evidence-based decision-making on the world's leading Procure-to-Pay platform.

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.

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