Service Support Specialist

jem & fix; Franklin (OH); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

401(k) with company match

Comprehensive medical benefit package

100% company-covered dental insurance

Generous paid time off (PTO)

Job summary

jem & fix in Franklin, OH is seeking a proactive Service Support Specialist to manage service requests and support field technicians. This role requires exceptional communication skills and strong organizational abilities.

The ideal candidate possesses an Associate or Bachelor's degree and has experience in a fast-paced environment. The position offers a collaborative work culture with comprehensive benefits, including competitive salary, 401(k), and medical benefits.

Qualifications

• Experience in scheduling, dispatch, customer service, or operations administration preferred.
• Strong multi-tasking and organizational abilities are essential.
• Proficiency with an ERP/CRM preferred.

Responsibilities

• Manage and optimize daily schedules for Field Service Technicians.
• Handle client inquiries and perform outgoing confirmation calls.
• Maintain high data integrity within NetSuite.
• Prepare and process invoices for billing.
• Assist in researching pricing for service agreements.

Skills

Multitasking

Communication skills

Organizational skills

Customer service

Education

Associate or Bachelor’s degree

Tools

NetSuite

Microsoft Office Suite

Job description

Company Overview

Radon Medical Imaging is a world‑class distributor of industry‑leading radiology equipment and a trusted independent service provider specializing in multi‑vendor asset management and high‑end refurbishment. As a Private Equity‑backed company on an aggressive growth trajectory, we offer exciting opportunities for innovation, scalability, and career advancement. We pride ourselves on delivering exceptional service and operational excellence to our healthcare partners.

Department

Operations

Location

Franklin, OH (In‑Person)

Reports To

Site Manager

Job Summary

Seeking a proactive, highly organized, and detail‑oriented Service Support Specialist to join our team. You will be a core engine of daily operations, executing critical workflows across dispatch, logistics, and financial administration. Working closely with the team under the direction of the Site Manager, you will manage service requests, support field technicians, and ensure accurate data entry within our ERP system. The ideal candidate is an excellent multitasker who thrives in a fast‑paced environment, possesses strong communication skills, and brings a collaborative, team‑first attitude.

Responsibilities

Service Coordination & Active Dispatch

• Schedule & Dispatch: Manage and optimize daily schedules for Field Service Technicians, answering incoming service requests and creating/updating cases in NetSuite.
• Customer Care: Handle client inquiries with professionalism, performing outgoing confirmation calls regarding scheduled service and order status.

Operations, Logistics & Compliance

• Parts Ordering: Execute and track technician parts purchases for field supplies and maintain accurate equipment records.
• Regulatory Support: Verify test equipment calibration status alongside the team to guarantee compliance with FDA and state regulations.

Data Management & Financial Administration

• ERP Data Entry: Maintain high data integrity within NetSuite by accurately processing daily operations, data entry, and basic reporting.
• Billing Execution: Prepare and process invoices for Time & Materials billing; assist with accounts receivable/payable tasks and credit card reconciliations.
• Contract Support: Assist in researching pricing for Preventative Maintenance and Service Agreements.

General Administration

• Office Flow: Answer phones professionally, manage daily mail, filing, and office supply replenishment.
• Team Collaboration: Work collaboratively with the team to ensure balanced workloads and total coverage during peak operational times.

Requirements

• Education: Associate or Bachelor’s degree preferred.
• Experience: Preferred experience in scheduling, dispatch, customer service, or operations administration. Experience in a fast‑paced or medical service environment is a plus.
• Technical Skills: Proficiency with an ERP/CRM preferred. Solid command of the Microsoft Office Suite.
• Attributes: Strong multi‑tasking and organizational abilities; exceptional communication skills.

What We Offer

We offer a collaborative, fast‑paced work environment where proactive, adaptable, and dependable individuals can truly thrive and grow their careers. Our comprehensive benefits package includes:

• Competitive salary within a rapidly growing company
• 401(k) with company match
• Comprehensive medical benefit package
• 100% company‑covered dental insurance
• 100% company‑paid long‑term disability (LTD)
• $250,000 life insurance policy
• 10 paid holidays per year
• Generous paid time off (PTO)