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 services

• Engages in project work and initiatives around developing and maintaining post sale services

• Assists with audits and responds to auditors’ requests

• Provides and updates departmental reports

 

EDUCATION and/or EXPERIENCE:

Associate degree and 3+ 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 preferred.

 

COMPETENCY and/or SKILL: 

• Advanced interpersonal skills, ability to present ideas and promote open exchange of thoughts through multiple mediums

• Customer service mentality, ability to go above and beyond for the customer

• Excellent communication, interpersonal, and customer service skills

• Ability to work independently and as part of a team

• Proficiency with ERP, CRM, or service management systems (Oracle, Salesforce, ServiceMax, or equivalent)

• Call center experience preferred

• Highly organized with an ability to multitask and prioritize in a fast-changing environment

Founded in 1915, Midmark Corporation is the only company transforming healthcare experiences through innovative design within the medical, dental and animal health environments. With more than 2,200 teammates worldwide, Midmark focuses on harmonizing space, technology and workflows, creating a better experience for caregivers and patients at the point of care. The Midmark headquarters and innovation hub are located in Versailles, Ohio, which is also home to the Midmark Experience Center, Design Center, Technology Center and our largest manufacturing facility. Midmark maintains eleven additional locations in the United States, including four innovation hubs, and has subsidiaries in India and Italy.

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