Service Solutionist

About the role

The Service Specialist is a critical contributor to our service organization, responsible for managing service requests with urgency, accuracy, and ownership from start to finish. Our customers span a full spectrum of industries, from government agencies to large hospital systems and healthcare organizations. These customers depend on clear communication, professionalism, and reliability to support their essential operations and patient care. As a result, this role requires a high level of judgement, accountability, and customer focus. This position is designed for high - performing professionals who take pride in consistence, responsiveness, and follow-through. While this is a hybrid role, success depends on being fully engaged, dependable, and present during required in-office days, and while working from home. You will own service requests from intake through resolution, ensuring accuracy, urgency, and accountability in every interaction. You will gather complete and actionable information by asking thoughtful, direct questions to clarify needs and constraints. You will manage multiple service events simultaneously while maintaining quality, responsiveness, and adherence to standards. You will communicate clearly and professionally with customers, vendors, and internal teams across phone, chat, online forms, and email in a consistent and timely manner. You will support customers with empathy and composure, especially in time-sensitive or high-impact situations that affect clinical operations. You will proactively monitor open work and follow up to prevent delays or escalations, driving issues to resolution. You will maintain thorough, accurate documentation that meets quality and compliance expectations for audits and reporting. You will navigate complex service scenarios with sound judgement and a solution-oriented mindset, applying deep product and process knowledge. You will contribute to a team culture on reliability, trust, and shared standards that reinforce the mission of Ensuring Healthcare is Always On.

Key facts

What you'll do

• Own service requests from intake through resolution, ensuring accuracy, urgency, and accountability for clinical impact.
• Gather complete and actionable information by asking thoughtful, direct questions to uncover root causes and expectations.
• Manage multiple service events simultaneously while maintaining quality, responsiveness, and strict adherence to timelines.
• Communicate clearly and professionally with customers, vendors, and internal teams across phone, chat, online forms, and email.
• Support customers with empathy and composure, especially in time-sensitive or high-impact situations affecting patient care and operational continuity.
• Proactively monitor open work and follow up to prevent delays or escalations, coordinating across stakeholders as needed.
• Maintain thorough, accurate documentation that meets quality and compliance expectations, including detailed notes and audit trails.
• Navigate complex service scenarios with sound judgement and a solution-oriented mindset, balancing priorities and constraints.
• Contribute to a team culture grounded in reliability, trust, and shared standards that align with PartsSource values.
• Escalate critical issues and barriers promptly, ensuring appropriate visibility and timely resolution pathways.
• Leverage internal tools, workflows, and knowledge bases to resolve inquiries efficiently and consistently.
• Identify patterns and recurring issues, providing structured feedback to product and operations teams for continuous improvement.
• Verify resolution with customers, confirming that solutions meet expectations and clinical requirements are satisfied.
• Uphold data integrity and confidentiality in all interactions, adhering to regulatory and organizational policies.
• Demonstrate flexibility in scheduling and availability to support coverage needs and critical service windows.

Requirements

• You are authorized to work in the United States and do not require work authorization sponsorship at this time.
• You are legally eligible to work in the location stated for this role without requiring future work authorization changes.
• You have the right to work in the United States for an indefinite period without sponsorship.
• You will maintain employment eligibility throughout the duration of your employment without requiring work authorization changes.
• You are able to perform the essential functions of this role with or without reasonable accommodation.
• You can reliably commute to the Charlotte, North Carolina work location or the designated hybrid in-office days.
• You have the necessary education, experience, or a combination of both to successfully perform the role.
• You meet all qualifications outlined in the job description and can demonstrate relevant capability.

Practical notes

• Hybrid role with required in-office days; specific schedule details are to be confirmed.
• Travel is not expected as part of this role.
• Visa sponsorship is not available for this position.
• This role requires adherence to defined working days and responsiveness during operational hours.
• Candidates must be able to start within the timeframe specified in the source posting.

About the role

The Service Specialist is a critical contributor to our service organization, responsible for managing service requests with urgency, accuracy, and ownership from start to finish. Our customers span a full spectrum of industries, from government agencies to large hospital systems and healthcare organizations. These customers depend on clear communication, professionalism, and reliability to support their essential operations and patient care. As a result, this role requires a high level of judgement, accountability, and customer focus. This position is designed for high - performing professionals who take pride in consistence, responsiveness, and follow-through. While this is a hybrid role, success depends on being fully engaged, dependable, and present during required in-office days, and while working from home. You will own service requests from intake through resolution, ensuring accuracy, urgency, and accountability in every interaction. You will gather complete and actionable information by asking thoughtful, direct questions to clarify needs and constraints. You will manage multiple service events simultaneously while maintaining quality, responsiveness, and strict adherence to timelines. You will communicate clearly and professionally with customers, vendors, and internal teams across phone, chat, online forms, and email in a consistent and timely manner. You will support customers with empathy and composure, especially in time-sensitive or high-impact situations that affect clinical operations. You will proactively monitor open work and follow up to prevent delays or escalations, driving issues to resolution. You will maintain thorough, accurate documentation that meets quality and compliance expectations, including detailed notes and audit trails. You will navigate complex service scenarios with sound judgement and a solution-oriented mindset, applying deep product and process knowledge. You will contribute to a team culture grounded in reliability, trust, and shared standards that reinforce the mission of Ensuring Healthcare is Always On.

Key facts

What you'll do

• Own service requests from intake through resolution, ensuring accuracy, urgency, and accountability for clinical impact.
• Gather complete and actionable information by asking thoughtful, direct questions to uncover root causes and expectations.
• Manage multiple service events simultaneously while maintaining quality, responsiveness, and strict adherence to timelines.
• Communicate clearly and professionally with customers, vendors, and internal teams across phone, chat, online forms, and email.
• Support customers with empathy and composure, especially in time-sensitive or high-impact situations affecting patient care and operational continuity.
• Proactively monitor open work and follow up to prevent delays or escalations, coordinating across stakeholders as needed.
• Maintain thorough, accurate documentation that meets quality and compliance expectations, including detailed notes and audit trails.
• Navigate complex service scenarios with sound judgement and a solution-oriented mindset, balancing priorities and constraints.
• Contribute to a team culture grounded in reliability, trust, and shared standards that align with PartsSource values.
• Escalate critical issues and barriers promptly, ensuring appropriate visibility and timely resolution pathways.
• Leverage internal tools, workflows, and knowledge bases to resolve inquiries efficiently and consistently.
• Identify patterns and recurring issues, providing structured feedback to product and operations teams for continuous improvement.
• Verify resolution with customers, confirming that solutions meet expectations and clinical requirements are satisfied.
• Uphold data integrity and confidentiality in all interactions, adhering to regulatory and organizational policies.
• Demonstrate flexibility in scheduling and availability to support coverage needs and critical service windows.

Requirements

• You are authorized to work in the United States and do not require work authorization sponsorship at this time.
• You are legally eligible to work in the location stated for this role without requiring future work authorization changes.
• You have the right to work in the United States for an indefinite period without sponsorship.
• You will maintain employment eligibility throughout the duration of your employment without requiring work authorization changes.
• You are able to perform the essential functions of this role with or without reasonable accommodation.
• You can reliably commute to the Charlotte, North Carolina work location or the designated hybrid in-office days.
• You have the necessary education, experience, or a combination of both to successfully perform the role.
• You meet all qualifications outlined in the job description and can demonstrate relevant capability.

Practical notes

• Hybrid role with required in-office days; specific schedule details are to be confirmed.
• Travel is not expected as part of this role.
• Visa sponsorship is not available for this position.
• This role requires adherence to defined working days and responsiveness during operational hours.
• Candidates must be able to start within the timeframe specified in the source posting.