CNC Service & Customer Support Specialist

Gerotech, Inc.; Grand Rapids (MI); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Paid Time off (PTO)

Medical insurance

HSA contributions

Vision insurance

Pet Insurance

Short-term disability insurance

Long-term disability insurance

Job summary

Gerotech, Inc. in Grand Rapids, MI is seeking a Service Support Specialist to provide office administration and technical assistance for CNC service customers. The role involves handling calls, invoicing, order follow-up, and coordinating onsite service with technicians.

The ideal candidate will have a high school diploma, 2 years of related experience, strong communication, and proficiency with MS Office. This position offers PTO and benefits in a friendly, family-like culture at our Grand

Qualifications

• Minimum High School Diploma/GED
• Two (2) year degree or higher preferred
• 2 years of experience in a related role is strongly preferred
• Proficient with Microsoft Office Suite or similar software

Responsibilities

• Provide technical assistance and support to customers who require CNC machine repair services.
• Handle inbound and outbound calls from customers to address inquiries, resolve issues, and provide information about products or services.
• Responsible for invoicing all service jobs promptly and accurately.
• Research open service orders and follow up with technician notes and paperwork that is required.
• Maintain detailed records of customer interactions, including issues raised, resolutions provided, relevant information, and any follow-up actions required.
• Work with the scheduler daily to determine when customers are scheduled for onsite service by a technician.
• Escalate complex or unresolved issues to higher-level support or management as needed.
• Setup and breakdown of classes and events at the Grand Rapids location.
• Maintain a clean work environment including the Grand Rapids building and bathrooms.
• Continuously review current processes and procedures for efficiency in work performed for both internal and external customers.
• Assist with periodic physical inventory of stock parts at Gerotech facility or company service vans, as required.
• Keep management informed of significant changes in products, services and personnel that could affect company reputation, growth, and profits.

Skills

Customer service

Communication skills

Problem solving

Proactive

Education

High School Diploma/GED

2-year degree or higher preferred

Tools

Microsoft Office

Job description

Gerotech, Inc. in Grand Rapids, MI is seeking a Service Support Specialist to provide office administration and technical assistance for CNC service customers. The role involves handling calls, invoicing, order follow-up, and coordinating onsite service with technicians.

The ideal candidate will have a high school diploma, 2 years of related experience, strong communication, and proficiency with MS Office. This position offers PTO and benefits in a friendly, family-like culture at our Grand