Service Operations Specialist

Service Operations Specialist
Haverhill, MA
6 Month Contract with potential to become perm.



Position Summary
The Service Operations Specialist supports service work from the customer request through work order completion and invoicing. The position coordinates with customers, field service engineers, service administration, and finance to keep service records complete, customer needs addressed, and billing timely.  services diagnostic imaging equipment across New England, including repairs, preventive maintenance, installations, and rentals.
Company software: Salesforce ServiceMax and Sage. The position works under the Lead Service Administrator. The Finance Director provides direction on financial procedures and account controls.
Service Operations
•  Support service calls, scheduling, customer follow-up, and coverage of the service administration team as needed.
•  Monitor work orders and follow up with field service engineers for missing labor, parts, work performed, or closeout information.
•  Track work orders that need a customer purchase order, approval, pricing decision, or other information before billing.
•  Maintain accurate customer, location, equipment, and service information in the company software.
•  Coordinate with the Lead Service Administrator on service priorities, open work, and customer concerns.
Processor Service
•  Coordinate scheduled cleanings and repair calls with processor customers and technicians.
•  Create and maintain recurring processor service work and monitor overdue visits in the company software.
•  Process service tickets, record technician labor, and attach documents to the correct customer records.
•  Prepare annual processor service quotes for purchase order renewals and coordinate silver sample paperwork and reports.
Billing and Customer Accounts
•  Review completed work orders for labor, parts, travel, billing instructions, and customer requirements; resolve questions with the appropriate team member.
•  Prepare and issue invoices for X-ray service, processor service, and equipment rentals using the company software.
•  Submit invoices through customer portals, email, or mail and maintain account-specific requirements, purchase orders, and case numbers.
•  Prepare monthly statements, respond to invoice requests, process receipts and card payments, and follow up on overdue accounts in accordance with finance procedures.
•  Enter and update customer billing information and maintain clear records of billing decisions and account adjustments.
Other Administrative Support
•  Reconcile corporate American Express charges with employee receipts and prepare related records.
•  Coordinate canister requests and inventory questions with Purchasing.
•  Provide W-9s, certificates of insurance, safety data sheets, and other routine customer documents; assist with phones, incoming mail, and document scanning.
Qualifications
•  Experience in service coordination, billing, accounts receivable, customer support, or field service administration.
•  Strong organization, attention to detail, and written and phone communication skills.
•  Ability to work with technicians, customers, and managers to resolve incomplete information and manage several priorities.
•  Ability to learn the company software; experience with customer billing portals, Excel, and Outlook is helpful.
•  Experience with medical equipment service, healthcare customers, purchase orders, or service contracts is a plus.