Service Operations Specialist

OptiCool; Town of Webster (NY); On-site; USD 60,000 - 85,000; Full time

Job summary

OptiCool is seeking a Service Operations Specialist in the United States, New York region. You will manage the centralized service inbox, handle inquiries, and coordinate cross-functional teams to resolve issues, process quotations, and oversee spare parts orders.

You will own the complete order lifecycle, coordinate warranty claims, RMAs, preventive maintenance quotes, and ensure timely communication with customers and internal departments to improve service levels and equipment reliability.

Qualifications

• 3–5+ years in customer service, service operations or order management.
• Experience in manufacturing or engineered-product environments preferred.
• Experience managing full customer order lifecycle from inquiry to invoicing.
• Familiarity with spare parts, RMAs, warranty claims, and service contracts.
• Experience coordinating with Engineering, Purchasing, Service, Accounting and Shipping.
• Proficiency with ERP/CRM systems such as SyteLine and HubSpot.

Responsibilities

• Manage the centralized service inbox and act as first contact for inquiries.
• Track and prioritize tickets, assign to teams, and monitor progress to resolution.
• Coordinate documentation of troubleshooting procedures and knowledge resources.
• Monitor spare parts inventory and safety stock levels.
• Prepare and manage customer quotations for parts and service.
• Own end-to-end spare parts order lifecycle from inquiry to invoicing, including ERP/CRM updates.

Skills

Customer service

Service operations

Order management

Spare parts

Field service

Communication

Tools

SyteLine/Infor CloudSuite

HubSpot

Job description

The Service Operations Specialist is responsible for managing customer service operations and the end-to-end spare parts order process, ensuring timely responses to customer inquiries, accurate order processing, and effective coordination of service activities. This role serves as a central point of contact between customers and internal departments, including Service, Engineering, Purchasing, Accounting, and Shipping, to facilitate issue resolution, manage quotations and orders, coordinate warranty claims and returns, and support preventive maintenance activities. The ideal candidate is highly organized, customer-focused, detail-oriented, and proactive in following issues through resolution while supporting customer satisfaction, operational efficiency, and equipment reliability.

ESSENTIAL DUTIES & RESPONSIBILITIES

HubSpot Service Ticket Management

• Manage the company’s centralized service inbox, serving as the initial point of contact for incoming customer inquiries and support requests.
• Review and acknowledge inquiries, establish priorities, assign tickets to appropriate team members, and monitor progress through resolution.
• Facilitate weekly service ticket review meetings to maintain accountability, address outstanding issues, and ensure timely resolution of open tickets.

Knowledge Network Development & Maintenance

• Collaborate with Service team members to develop and maintain OptiCool’s Knowledge Network as a centralized resource for internal employees and external customers.
• Coordinate the documentation of troubleshooting procedures, common service issues and resolutions, technical reference materials, and best practices.

Spare Parts Inventory & Safety Stock Management

• Monitor safety stock levels for spare parts to support availability and minimize customer downtime.
• Evaluate inventory requirements and recommend adjustments to stocking quantities based on demand, usage trends, and anticipated customer needs.

Spare Parts Quotation Management

• Prepare and manage customer quotations for replacement and spare parts
• Coordinate with Service, Purchasing, Engineering, and other departments as needed to validate part specifications, pricing, availability, and lead times.

End-to-End Spare Parts Order Management

• Maintain ownership of the complete spare parts order lifecycle, from initial customer inquiry and quotation through fulfillment and invoicing.
• Responsibilities include quotation preparation, purchase order acknowledgment, order entry into SyteLine ERP and HubSpot CRM, procurement coordination, all customer communications & status updates, incoming material follow-up, shipping coordination, and shipment confirmation.

Customer Account Reporting & Communication

• Prepare and distribute weekly service open-order status reports for key customer accounts, utilizing data from SyteLine ERP and HubSpot CRM.
• Monitor outstanding orders, communicate changes to delivery schedules, and coordinate internally to address delays or outstanding issues.

Warranty Claim Management

• Serve as support contact for warranty requests, sometimes reviewing and validating claims, and other times working alongside Director of Service to manage larger projects.

General Service Support & Issue Coordination

• Field and coordinate miscellaneous customer service requests, including technical support inquiries, field issues, and equipment-related concerns and ensure follow-through to completion.

Critical Spare Parts Obsolescence Management

• Identify and manage obsolescence concerns affecting critical spare parts and legacy equipment.
• Coordinate with suppliers and Engineering to identify suitable replacements, alternative solutions, or updated components to support customers with existing equipment.

Spare Parts RMA & Supplier Claim Coordination

• Manage return merchandise authorization (RMA) requests and claims involving damaged or defective spare parts.
• Work directly with suppliers to coordinate replacements, credits, or other appropriate resolutions and track outstanding claims through closure.

Preventive Maintenance (PM) Service Coordination

• Prepare customer quotations for preventive maintenance service agreements and individual service visits.
• Enter approved service orders into SyteLine ERP, coordinate scheduling with Field Service personnel, and monitor service activities through completion.

REQUIRED QUALIFICATIONS (Education, Experience, Knowledge, & Skills)

• 3–5+ years of experience in customer service, service operations, order management, spare parts, field service, or a similar role.
• Experience working in a manufacturing, industrial equipment, HVAC, data center, automation, or engineered-product environment strongly preferred.
• Experience managing the complete customer order lifecycle, from inquiry and quotation through shipment and invoicing.
• Experience with spare parts, replacement components, inventory, warranty claims, RMAs, or service contracts.
• Experience coordinating with Engineering, Purchasing, Service, Accounting, Shipping, and suppliers.
• ERP and CRM systems; experience with SyteLine/Infor CloudSuite and HubSpot is highly desirable.
• Experience creating and maintaining customer-facing and internal documentation or knowledge bases.