Job Description

The primary role of the Service Support Specialist is to provide exceptional customer service and operational support to Walker's Service Department. This position is responsible for receiving customer calls, scheduling and dispatching technicians, coordinating service delivery, maintaining documentation accuracy, and ensuring all administrative processes are completed efficiently. This role directly supports the Service Coordinator and Service Technicians by managing the flow of information, coordinating work orders, and ensuring that all service activities are properly scheduled, tracked, and closed out in alignment with company standards. This role is critical to the success of Walker's mission and directly impacts both internal and external stakeholders, including customers, vendors, and employees. The Service Support Specialist will work cross-functionally with the Finance & Accounting, Safety, and Operations teams to ensure seamless service operations, while promoting Walker's core values.

Receive and respond promptly to all customer service calls, gathering all relevant details to determine the scope and urgency of service needs. Schedule, coordinate, and dispatch technicians to job sites, ensuring workloads are balanced and assignments align with skill sets and availability. Communicate effectively with customers to confirm service appointments, provide updates, and ensure satisfaction throughout the process. Collaborate with the Service Coordinator to forecast workload, allocate resources, and confirm all preventive maintenance contracts are on schedule. Review open work orders and invoices to ensure all work is completed, billed, and closed in a timely manner. Maintain accurate service records, including customer communications, work orders, invoices, and purchase orders. Enter and update data in electronic systems such as ERP (NetSuite) or maintenance tracking software (BuildOps). Prepare and distribute reports, proposals, and documentation as needed to support service operations. Coordinate with vendors for parts orders, purchase requisitions, returns, and credit processing. Assist with updating and maintaining preventive maintenance contract information for renewals and adjustments. Assist with billing preparation, ensuring all required documentation is complete and accurate before submission. Verify time cards, materials, and job costs for accuracy prior to billing. Reconcile service orders against invoices and resolve discrepancies in coordination with the Service Coordinator or Finance & Accounting team. Track labor, materials, and subcontractor costs, verifying accuracy and coding in accordance with company procedures. Communicate with the Safety Director regarding potential safety concerns and ensure compliance with safety protocols. Support technicians by providing up-to-date safety information, documentation, and training schedules. Maintain and nurture positive relationships with technicians, customers, vendors, and other internal departments. Proactively communicate with the Service Coordinator, technicians, and customers to ensure transparency and follow through on all commitments. * Perform additional administrative or coordination duties as assigned by the Service Coordinator or Director of Service.