Service Operations Specialist

Position Summary:

Reporting to the Director of Service, Service Operations Specialist, serves as a senior operational and customer-service resource within the Service Department, helping coordinate complex repair, maintenance, warranty, parts, documentation, and customer-support activity for Meyer Sound products worldwide. This role supports the complete service lifecycle with an emphasis on accurate communication, service order discipline, technical follow-through, cross-functional coordination, process improvement, and timely escalation of high-priority customer and product issues. This is a full time, non-exempt position earning between $31.50 - $41.80 per hour.

Key Responsibilities:

Customer Support & Service Coordination

• Serve as a primary customer contact for service-related inquiries via phone, email, and web-based support systems.

• Provide first-level troubleshooting assistance and route technical issues to the appropriate service, engineering, or technical-support resources when needed.

• Communicate repair status, lead times, quotations, warranty determinations, shipping information, and next steps clearly and professionally.

• Manage high-priority or sensitive service situations with urgency, follow-through, and a high level of customer care.

Repair Administration

• Create, review, update, and manage Return Authorization (RA) requests and related service records.

• Coordinate incoming product repairs, warranty evaluations, exchanges, failure-analysis requests, and service work orders through completion.

• Review incoming equipment documentation and help ensure accurate, complete, and searchable service records.

• Open, maintain, and close service work orders in company business systems.

• Verify warranty eligibility and process warranty claims in accordance with company policy and department standards.

Operational Coordination

• Track repairs through all stages of the service process and help maintain visibility into priorities, bottlenecks, customer commitments, and completion status.

• Coordinate activities between Service, Production, Engineering, Quality, Logistics, Purchasing, Finance, and Technical Support.

• Assist with prioritization of customer repairs based on business requirements, customer needs, product availability, and operational capacity.

• Monitor service metrics, repair trends, and recurring issues to help identify opportunities for process and product-support improvements.

• Help maintain accurate service documentation, customer records, repair notes, and internal reference materials.

Inventory & Logistics Support

• Coordinate service parts requests, inventory transactions, and repair-related material movement.

• Work with shipping and logistics personnel to ensure proper packaging, documentation, and shipment of repaired products.

• Assist with inventory control activities related to service operations, including parts availability, substitutions, and repair readiness.

• Help identify parts or process constraints that may affect repair turnaround or customer commitments.

Continuous Improvement

• Identify opportunities to improve customer experience, repair workflow, documentation quality, and internal efficiency.

• Support implementation of new service processes, systems, documentation, training resources, and reporting practices.

• Contribute to cross-functional projects that improve service delivery, product support readiness, repair consistency, and operational effectiveness.

• Help translate repair findings, customer feedback, and service data into clear summaries for leadership and internal technical teams.

Qualifications:

• 4+ years of experience in customer service, service operations, repair administration, technical support, manufacturing support, or a related field.

• Strong verbal and written communication skills, including the ability to explain technical and operational information clearly.

• Ability to manage multiple tasks, customer commitments, and repair priorities in a fast-paced environment.

• Excellent organizational skills, attention to detail, and follow-through.

• Proficiency with Microsoft Office applications and business software systems.

• Experience working directly with customers and resolving issues professionally.

• Ability to understand technical concepts and communicate them effectively to customers and internal teams.

• Ability to lift and move equipment weighing up to 40 pounds as needed.

Preferred

• Experience in professional audio, electronics, manufacturing, live sound, installed sound, or related technical industries.

• Familiarity with CRM, ERP, service management, inventory, or repair-tracking systems.