Service Support Job Description

Service Support Job Description

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Service support provides leadership in responding and resolving major incidents that impact business critical services, applications and infrastructure for OCI.

Service Support Duties & Responsibilities

To write an effective service support job description, begin by listing detailed duties, responsibilities and expectations. We have included service support job description templates that you can modify and use.

Sample responsibilities for this position include:

Escalate issues to the appropriate person or organization to expedite the resolution of complex problems on behalf of the client
Develop multiple internal relationships with key departments to assist with problem-solving
Identify systemic recurring issues, identify root causes, and develop systemic solutions for process improvement
Elevate issues and solutions to the Manager of Engagement & Administrative Support for cross department, market, region, and Broker/ GA improvements
Work directly with clients to determine their view of issues, and be the client advocate for resolution when the standard channels are not resolving the issue(s)
Use project management methods to track, mitigate, and solve complex issues, follow up with clients and improve processes
Extensive experience with Windows operating systems, Microsoft based applications such as Office 2010, 2013
Validating monthly forecast of manpower cost vs
Manage installation and service programs in support of new product launches, equipment upgrades, equipment evaluations, preventative maintenance programs and installation activities
Supports business processes by gathering information, analyzing requirements, and defining and documenting problems related to Customer Service and technical assistance center processes

Service Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Service Support

List any licenses or certifications required by the position: ITIL, JAMF, CE, HDI, MS, PM, MCTS, II, IAT, TIA

Education for Service Support

Typically a job would require a certain level of education.

Employers hiring for the service support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Associates, Education, Technical, General Education, Computer Science, Business, Engineering, Industrial, Management, Computer

Skills for Service Support

Desired skills for service support include:

Tools
Ability to leverage that information in creating customized customer solutions
Values and practices that align customer needs and satisfaction as primary considerations in all business decisions
Major products and services and product and service groups
Anticipating
Approaches
Operational
Process problems
Resolving organizational
Techniques for recognizing

Desired experience for service support includes:

You must be flexible with your working hours
You have the ability to work effectively independently and in a team environment
At least 6 years of experience in Incident/ Problem /Change Management
Ensuring ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution
Preferably MCSE / CCNA certified
ITIL / COBIT / PMP Certification

Service Support Examples

1

Service Support Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of service support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service support
  • Drive the development and implementation of tools and systems that enable advanced identification and thereby avoidance of breakdowns
  • Responsible for corrective actions driving long-term improvements in customer service and technical assistance center processes
  • Coordinates program related product launch communications and in-service meetings to inform all Customer Service teams of launch dates and requirements
  • Facilitates discussions and attends pre-launch meetings with Service Development, Technical Support, Manufacturing, Marketing, QA, Sales and Inventory to ensure adequate preparation, communication and adherence to launch plans
  • Supports TAC team members addressing program specific customer-related issues
  • Supports marketing launch strategy by implementing appropriate internal business processes and assists in the training/communication of the processes with the sales force
  • Proactively monitors and resolves process and compliance issues to ensure expedient service fulfillment
  • Engages alternate part suppliers for local parts solutions and STAC for technical solutions
  • Interacts with customers and provides support pertaining to authorized servicer processes
  • Provides direction and assistance to authorized service providers based on customer requests/needs and process compliance
Qualifications for service support
  • You have demonstrated excellent communication skills (verbal & written)
  • You possess effective interpersonal skills
  • You have strong organizational and effective prioritization skills
  • You possess attention to detail skills
  • Receptionist experience an asset
  • Three or more years of hospital facility, plant operations, engineering or maintenance supervision experience
2

Service Support Job Description

Job Description Example
Our company is growing rapidly and is looking for a service support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service support
  • Engages authorized servicers and Contractor Services Managers for alternate service solutions
  • Collects and provides service order level detail to supervisor for metric tracking (Cycle Time, CSAT feedback, contractor claims expense, no coverage issues)
  • Provides feedback on process improvement for a better customer experience and reduced cycle time
  • Demonstrates exemplary customer service and serves as a positive role model
  • Recognizes and communicates existing gaps of their assigned work area to their Team Manager and Contractor Services Manager
  • Logs, researches and works returned checks
  • Works IMMS Vendor Holds (emails and VIMMS) and Vendor Denied accounts
  • Works IMMS Vendor Holds (emails and VIMMS) and Vendor Denied accounts (X97) for CCAU–prepares Vendor Add-Change-Delete form and provides W2 and Stark form to Finance
  • Fulfill POS entry of customer purchases with integrity (perform cashier role)
  • Provide exceptional customer service during all customer interactions
Qualifications for service support
  • You have the ability to adapt to change
  • The Joint Commission / CMS Survey Experience in acute care hospital setting
  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Access and Outlook), Computerized Maintenance Management System (CMMS)
  • ERP system experience SAP is desired
  • Strong knowledge base of Orion platform including billing, performance, reporting, portfolio interactions
  • Ability to lead, inspire, direct, and develop team members
3

Service Support Job Description

Job Description Example
Our company is growing rapidly and is looking for a service support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service support
  • Participate in required store trainings to excel in assigned duties
  • Handle products with emphasis on accuracy, efficiency, and service
  • Assist in Technical and Sales related functions within the Sharp Robotics Business Development group
  • Functions include, but are not limited to, conducting field demonstrations of the product in the continental United States
  • Setting up and operating the product and its associated software, applications, programs and peripheral equipment
  • Assisting in the design, build out, and operations of the QA facility and Test Track within the Camas, WA facility
  • Conducting QA test operations within the QA lab and test track facility
  • Creating technical reports of observed observations and measurements and submitting them to supervisor for review and eventual factory submissions
  • Travel is required, all expenses paid
  • Investigates and provides detailed reports of product quality issues
Qualifications for service support
  • Minimum of 1 year of Orion systems experience required
  • Two years general office experience preferred
  • Previous transportation experience preferred
  • Ability to use general office equipment, computer, fax machine, copier, scanner, etc
  • Ten-key skills preferred
  • PC experience with the ability to learn required computer systems/programs
4

Service Support Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of service support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service support
  • Provides support at business & trade shows as needed
  • Prepares accurate, legible and timely reports
  • Regularly reviews all technical data for accuracy & clarity
  • Performs other duties such as product repair and maintenance as directed by management
  • Ensure high-level technical support is delivered to the Regions’ customers through remote helpdesk functionality
  • Work with our customers, distributors, sales function and the wider service team to understand, adapt and improve the support provided to them
  • Ensure that effective escalation takes place throughout the support chain, that suitable resources are identified and allocated to best effect to resolve situations and that managers across the Regions are made aware of issues and situations as they escalate
  • Ensure knowledge is gathered from issues within the Regions, fed back to - PLM Service Engineering and Regional Specialists and is put to best use to drive improvements to the products and processes
  • Monitor customer satisfaction through surveys employed or direct feedback and to plan and drive appropriate actions regionally or locally to address concerns identified
  • Ensure that knowledge on solutions, new products and new techniques is made available to engineers, support staff, distributors and customers as appropriate
Qualifications for service support
  • Good understanding of infrastructure technologies
  • Knows, understands, and demonstrates company policies, processes and procedures that apply to the Sears authorized service provider ASA Authorized Servicer Administration servicing products and areas not serviced by In-Home (and in some cases Carry-In) and SFO Service Flexibility Overflow providing repair capacity to supplement the In-Home district capacity in select markets
  • Ability to effectively navigate and operate the systems
  • Ability to effectively and professionally communicate with internal and external customers via telephone and email (Outlook Exchange)
  • Ability to effectively read and manipulate reporting in Microsoft Excel
  • Ability to effectively explain adverse situations and gain an understanding from the customer
5

Service Support Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of service support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service support
  • Work with the Regional Service Management Teams to plan the appropriate growth of service resources within the budget guidelines
  • Act as the interface between the PLM organisation and Regions regarding to the introduction of new products, ensuring that suitable training programmes are in place, tool requirements are understood, first of a kind or foundation resources are allocated and that the region is ready to take and support the product as necessary
  • Review the service support processes and work with the Service Management Team and QA to develop new documented procedures or ensure adherence to existing ones
  • Deliver in a timely manner any requests for management information relating to any areas of service support
  • Responsible for the direct management of all Regional technical support
  • To attract, retain and develop the capabilities (competencies, knowledge, skills and experience) of employees within the Service Support function
  • Maintain appropriate communications and effective working relationships between the various functional areas within service and the regions
  • Demonstrate effective leadership behaviors and ensure that all direct reports have clear guidance on expectations on their behaviors in their roles and Performance Management processes are fully compliant
  • Ensure that regular face-to-face performance and coaching meeting take place with all direct reports and where necessary ensure that any corrective actions are commenced
  • Manage the selection, termination, development, measurement, motivation and compensation of direct reporting employees
Qualifications for service support
  • Reception experience is an asset
  • Ability to troubleshoot in difficult situations
  • Ability to provide candid feedback to all levels of employees
  • Physical requirements include the ability to twist, bend, squat, reach, climb a ladder, lift up to 75 pounds (with assistance) and stand for up to four hours at a time
  • Working towards Bachelor’s or Master’s degree or completion of relevant post-secondary technical, electronics and computer related training programs
  • Technical network administration experience is a plus

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