Service Support Representative

Qualifications

Service Support Specialist

Reports To: National Service Manager

Location: Dallas, TX – National Service Center

Schedule: Monday–Friday, 8:00 AM – 5:00 PM

Work Environment: Office and Warehouse setting

Compensation & Benefits

• Hourly Rate: $20.00 – $21.63
• Benefits: Competitive medical, dental, and vision insurance; supplemental insurance offerings; 401(k) with company match up to 6%; Employee Assistance Program (EAP); parental leave; and additional company benefits.

Why You’ll Love This Role

If you enjoy being at the center of operations, solving problems, and supporting technical service teams, this role is for you. As a Service Support Specialist, you’ll play a critical role in keeping our National Service Center running smoothly by supporting service repairs, inventory management, order fulfillment, and cross‑functional collaboration.

You’ll work closely with experienced field teams and service professionals, gain exposure to mechanical and technical processes, and contribute directly to customer satisfaction. At PrimeSource, we value people who take ownership, work smart, and move fast—while supporting one another and doing things the right way. This role offers stability, growth potential, and the opportunity to build valuable technical and operational skills in a hands‑on, collaborative environment.

Job Summary

We are seeking a highly organized and mechanically inclined Service Support Specialist to provide comprehensive support to our National Service Center. This position supports repair programs, service operations, sales coordination, and customer service activities. The successful candidate will collaborate with field teams, service technicians, and cross‑functional partners to ensure efficient order processing, inventory control, service program tracking, and professional customer communication.

Key Responsibilities & Essential Functions

• Collaboration with Field Teams/Specialists: Work directly with field teams and specialists to ensure smooth coordination of service operations and repairs.
• Order Fulfillment: Pull, pick, pack, and ship repair service and parts orders according to customer needs and service schedules.
• Customer Orders & Inventory Management: Accurately enter customer orders into the system, track non‑proprietary service parts, and generate purchase orders (POs) for replenishment.
• Material & Tool Tracking: Monitor and track industrial program materials, tools, parts, and service usage to ensure optimal inventory levels and accurate reporting.
• Meeting & Event Coordination: Support logistics for meetings, trade shows, and presentations, including scheduling, travel coordination, and preparation of materials.
• Order Processing & Communication: Process incoming orders and correspondence from the Industrial support mailbox and service phone lines in a timely and professional manner.
• Cycle Counting: Conduct regular cycle counts of service parts, tools, and accessories to maintain accurate inventory records.
• Service Repair Support: Assist the service repair team by preparing customer estimates, processing service tickets, and tracking service request progress.
• Program Tracking & Updates: Monitor, update, and track information related to tub service programs, ensuring data accuracy and accessibility.
• Delivery Coordination: Confirm deliveries by working with the shipping department to ensure timely and accurate shipments to and from customer locations.
• Technical Understanding: Apply mechanical knowledge to interpret product schematics and assist with troubleshooting and repair processes.

Qualifications

Education

• High School Diploma required
• Technical training or additional certifications preferred

Experience