PURPOSE OF JOB
The Service Support Specialist provides customer service and administrative support for the Doyle Manufacturing Service Department and reports directly to the Service Manager. This position serves as a primary point of contact for customers requiring replacement parts, service assistance, equipment information, and general support related to Doyle fertilizer handling equipment.
ESSENTIAL RESPONSIBILITIES
Technical Leadership & Troubleshooting
• Serve as a primary point of contact for customers contacting Doyle regarding replacement parts, service needs, equipment questions, repairs, and general support.
• Listen to customer needs, gather accurate information, and determine the next appropriate steps.
• Collect important job information including customer contact information, equipment model, serial number, photos, parts needed, and description of the issue when applicable.
• Provide customers with timely updates regarding parts availability, order status, service work, and billing.
• Build strong customer relationships through responsive, professional, and knowledgeable communication.
• Direct technical or service-related questions to the appropriate Service, Engineering, Parts, or Sales personnel.
Parts Quoting & Order Entry
• Prepare accurate quotations for replacement parts and service-related materials.
• Identify parts using Doyle parts information, equipment documentation, serial numbers, drawings, and other available resources.
• Work with Parts, Engineering, Service Technicians, and Sales to verify correct parts and quantities.
• Communicate pricing and availability information to customers.
• Enter customer parts orders accurately and ensure all required information is captured.
• Review orders for accuracy prior to processing.
• Follow up on open quotes and customer requests as appropriate.
• Assist customers with identifying replacement parts and determining appropriate solutions for their equipment.
Parts Order & Receiving Support
• Monitor parts orders associated with service jobs and customer orders.
• Verify that required parts have been received and are complete before they are released or assigned to a service job.
• Identify shortages, incorrect parts, damaged parts, or discrepancies and communicate them to the appropriate internal team.
• Work with Parts, Purchasing, and Production when additional parts or components are required.
• Ensure parts associated with service jobs are properly documented and accounted for.
• Maintain accurate records of parts ordered, received, used, returned, or credited.
Service Work Order & Job Documentation
• Create and maintain service work orders based on customer requests and technician activities.
• Ensure Service Technicians have the necessary customer, equipment, parts, and job information.
• Review completed technician reports for accuracy and completeness.
• Verify labor hours, travel time, parts used, materials, and other applicable charges.
• Obtain missing information or clarification from technicians when necessary.
• Ensure required documentation is attached to the appropriate customer and service record.
• Maintain accurate service history and equipment records.
Billing & Job Closeout
• Process completed service work orders for billing in a timely manner.
• Verify labor, travel, parts, freight, and other applicable charges prior to invoicing.
• Ensure customer purchase orders and billing requirements are properly documented.
• Work with Accounting to resolve billing questions or discrepancies.
• Ensure completed service jobs are properly closed out in company systems.
• Maintain complete and accurate documentation following completion of each service job.
• Assist customers with questions regarding invoices and completed service work.
Post-Job Documentation & Follow-Up
• Ensure all service documentation is completed following a job.
• Maintain accurate records of equipment repairs, parts used, technician findings, and recommendations.
• Document follow-up work that may be required, including additional parts, repairs, or customer communication.
• Communicate relevant service findings to Sales, Engineering, Parts, and the Service Manager.
• Help identify recurring equipment issues or customer concerns that may require additional attention.
• Support improvements to the Service Department's documentation and job closeout processes.
Cross-Functional Support
• Work closely with Field Service Technicians to ensure accurate information is captured before, during, and after service work.
• Work with Parts to identify, quote, order, receive, and document replacement components.
• Work with Engineering to resolve parts identification and technical questions.
• Support Sales by providing timely parts and service information for customers.
• Work with Accounting to ensure accurate and timely billing.
• Communicate effectively across departments to help customer requests move efficiently from initial contact through completion.
Systems & Process Support
• Utilize Doyle's ERP, ClickUp, and other company systems to enter and maintain customer, parts, service, and billing information.
• Maintain accurate customer and equipment records.
• Ensure service cases, work orders, quotes, orders, and invoices contain complete and accurate information.
• Follow established processes for customer requests, parts orders, service documentation, warranty, billing, and job closeout.
• Identify opportunities to improve administrative processes, reduce errors, eliminate duplicate work, and increase efficiency within the Service Department.
Required Qualifications
• High school diploma, GED, or equivalent required.
• 3+ years of technical or product support.
• Strong customer service and communication skills.
• Proficiency with service management software, ERP systems, and Microsoft Office applications.
Preferred Qualifications
• Associate degree or technical certification in a related field.
• Knowledge of mechanical, electrical, hydraulic, and/or pneumatic system is preferred.
• Experience supporting equipment installations, startups, and commissioning projects.
• Familiarity with ClickUp, Genius ERP, or similar service and enterprise management systems.
• Experience conducting root cause analysis and reliability improvement initiatives.
Knowledge, Skills, and Abilities
• Advanced troubleshooting and diagnostic skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritize multiple projects and service requests.
• Effective written and verbal communication skills.
• Strong organizational and documentation skills.
• Ability to work independently while collaborating across departments.
• Commitment to safety, quality, and continuous improvement.
Working Conditions
Normally working in a climate-controlled office environment but on accession will be on the plant floor and may be exposed to heat, cold, inclement weather, noise, vibration, welding sparks, grease, oil, and diesel fuel.
Benefits
• 401(k) retirement plan with 4% Company match
• Health, Dental, Vision and Life insurance
• Paid Vacation
• Paid Holidays
• Short- and Long-Term Disability insurance
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