Job Title: Service Specialist
Location: Harrison, OH Job ID: XXXX
The Company
Cincinnati Incorporated (CI) has been manufacturing machinery since the late 1890s. We pride ourselves on a hard day’s work and quality. Quality is not only seen in our products but also in our team members. CI employees have shaped the reputation and culture at CI with their uncompromising integrity, focus, and innovation. The icing on the cake: CI offers a competitive and comprehensive benefits package. Are you ready for your career at CI?
Position Summary & Purpose
The Service Specialist contributes to the overall effectiveness of the Service and Sales departments by acting as a central hub for coordination and administrative excellence. This role is responsible for dispatching work orders, scheduling service technicians, and performing critical functions such as invoicing and order entry. You will ensure a seamless experience for the customer by providing high-level support throughout the equipment lifecycle.
Duties & Responsibilities
Service & Dispatching Functions:
- Scheduling: Coordinate and confirm service calls and repairs on behalf of customers; assist Service Managers in the strategic scheduling of the Service Team.
- Dispatching: Utilize and assist in the development of technical dispatching applications to maximize field efficiency.
- Customer Support: Respond to customer requests promptly, directing them to the appropriate individuals for timely resolution while managing a high volume of inquiries.
- Quoting & Data: Create service quotes for customers and support efforts to collect competitive and Voice of the Customer (VOC) data.
Order Administration & Support Functions:
- Order Entry: Enter machine orders with a high degree of accuracy as specified on order worksheets.
- Accountability: Confirm that all requirements of orders are being met, such as receiving down payments and facilitating communication between sales and customers.
- Response Time: Respond to sales department and customer requests within account-defined time.
Administrative & Reporting Functions:
- Invoicing: Manage service invoicing and validate/approve invoices from vendors and subcontractors.
- Documentation: Prepare and maintain essential service documents and records.
- Reporting: Preparation of monthly reports regarding the performance and metrics of the Service Department.
- Cross-Departmental Support: Assist other departments as needed to maximize customer satisfaction and meet company core values.
Qualifications
- Education: High school diploma or GED required. An Associate or Bachelor’s degree is considered a plus.
- Experience: 2 or more years of related experience in service coordination, office administration, or high-volume scheduling.
- Technical Skills: Very strong skills in MS Excel; proficient in Word Processing and Presentation applications. Proficiency in Field Service Management platforms preferred.
- Communication: Exceptional verbal and written communication skills with a strong "customer-first" orientation and the ability to handle issues professionally.
- Traits: Highly organized, detail-oriented, and motivated to solve complex customer concerns.
Physical Demands & Work Environment
- Physical Demands: This is an office position. The employee is occasionally required to stand, walk, sit, and use hands to handle or feel objects. Specific vision abilities required include close/distance vision, color vision, and the ability to adjust focus.
- Work Environment: The noise level in the work environment is usually moderate.
Benefits Offered by Cincinnati Incorporated
- Paid Time Off: Paid Vacations, Holidays, and Personal Days.
- Healthcare: Medical Insurance (including HSA), Dental, and Vision.
- Security: Accident, Life (including AD&D), and Disability Insurance.
- Future: Generous 401K Employer Match.
- Additional Perks: Flexible Spending Account, Tuition Reimbursement, Employee Assistance Program, and Parental Leave.
EEO to include Vets/Disabled
Note: This role does not offer sponsorship employment benefits. Being authorized to work in the U.S. is a precondition of employment. You must be a U.S. Citizen, U.S. National, or recent lawful permanent resident to apply.
