Service Solutionist

About PartsSource

PartsSource is the leading technology and software platform for managing mission-critical healthcare equipment. Trusted by over 5,000 US hospitals and 15,000 clinical sites, PartsSource empowers providers and service organizations to maximize clinical availability for patient care and automates the procurement of parts, services and training through a unique digital experience.

PartsSource team members are deeply committed to our mission of Ensuring Healthcare is Always On®, which is foundational to our success and growth. Our vibrant culture is built upon aligned values, shared ownership, mutual respect, and a passion for collaborating to solve complex customer problems.

Service Solutionist

Charlotte, NC Hybrid

About the Job Opportunity

The Service Solutions Team leads our service delivery process for a best-in-class event resolution model across numerous industries, including healthcare, government, and education. Having a lasting impact in patient care, together. As a Service Solutionist, you will be the first point of contact for customers when they need us the most for service-related requests. Your role is responsible for end-to-end event resolution, working with a tenacity and unwavering drive to find the solutions our customers and their patients need, when they need it most. You are integral to a team that plays a critical role in building trust with both our customers and vendors, ensuring efficient service delivery.

This is more than just answering calls - this is your opportunity to make a meaningful impact by ensuring successful outcomes, customer satisfaction, and system uptime.

What You Will Do

• Service Event Coordination
  • Receive, prioritize, and dispatch service events with urgency and accuracy.
  • Schedule and track service requests, ensuring adherence to Service Level Agreements (SLAs).
• Service Event Management
  • Oversee the full lifecycle of service events, from initiation to resolution.
  • Proactively monitor open tickets, addressing potential escalations before they impact operations.
  • Communicate effectively with all stakeholders, ensuring transparency and efficiency.
• Customer Communication
  • Keep customers informed with timely, clear, and professional updates.
  • Exhibit empathy and urgency when handling service disruptions to enhance the customer experience.
• Vendor & Relationship Management
  • Collaborate with vendors to ensure timely and high-quality service event resolutions.
  • Build strong relationships with internal teams, customers, and service providers to facilitate seamless operations.
• Documentation & Compliance
  • Maintain accurate service records, including quotes, Purchase Orders (POs), and Field Service Reports.
  • Ensure documentation is complete, accurate, and submitted on time for processing.
• Triage & Problem-Solving
  • Handle complex customer inquiries, working toward swift and effective resolutions.
  • Identify potential issues and take proactive steps to prevent service disruptions.
• Training & Mentorship
  • Support the onboarding and training of new team members.
  • Foster a culture of learning and continuous improvement.

What You Will Bring

• Previous experience in a call center, customer service, or service coordination role (preferably in equipment servicing, healthcare, or technical support).
• Strong ability to multitask in a fast-paced environment while maintaining professionalism and accuracy.
• Experience working with vendors, scheduling service events, and handling escalations.
• Proficiency with service management systems, CRM tools, and Microsoft Office Suite.

Who We Want to Meet

• Customer-Focused Mindset - You have a passion for service excellence and delivering top-tier customer experiences.
• Calm Under Pressure - You thrive in high-stress situations and can navigate urgent service events with a level head.
• Strong Communicator - You can articulate information clearly, both verbally and in writing, to customers, vendors, and internal teams.
• Problem-Solver - You proactively identify issues, think critically, and drive solutions with efficiency for successful outcomes.
• Organized & Detail-Oriented - You manage multiple tasks simultaneously, ensuring accuracy and completeness.
• Team Player - You collaborate well with others and are committed to supporting your colleagues and customers.

Benefits & Perks

• Competitive compensation package with salary, incentives, company ownership/equity, and comprehensive benefits (401k match, health, college debt reduction, and more!)
• Career and professional development through training, coaching and new experiences.
• Hybrid culture with new & beautiful workspaces that balance flexibility, collaboration, and productivity.
• Inclusive and diverse community of passionate professionals learning and growing together.

Interested?

Wed love to hear from you! Submit your resume and an optional cover letter explaining why youd be a great fit.

About PartsSource

Since 2001, PartsSource has evolved into the leading technology and software platform for managing mission-critical equipment, serving over half of the U.S. hospital infrastructure. Our digital systems modernize and automate the procurement of parts, services, technical support, and training for HTM professionals to efficiently and effectively maintain their mission-critical equipment.

In 2021, Bain Capital invested in the platform, further accelerating our growth and long-term impact within the healthcare industry.

• Read more about us here:

  • PartsSource Named to Newsweeks List of the Top 200 Americas Most Loved Workplaces for 2024
  • PartsSource Named One of the Top 100 Healthcare Technology Companies of 2023
  • WSJ: Bain Capital Private Equity Scoops Up PartsSource
  • PartsSource President and CEO Philip Settimi Named to Top 50 Healthcare Technology CEO List

PartsSource values diversity and is committed to Equal Employment Opportunity, ensuring decisions are made regardless of race, gender, disability, or background. We welcome applicants from all walks of life and are dedicated to providing an accessible hiring process for everyone.

Legal authorization to work in the U.S. is required.