Service Support Specialist - Medical Imaging Equipment

Service Support Specialist (AKA: The Chaos Whisperer)

Got a calm voice, fast fingers, and the rare gift of keeping "technical hiccups" from becoming full-blown mayhem? Excellent. We’re looking for a Service Support Specialist who thrives when the phone rings, the clock is ticking, and someone, somewhere, needs an answer yesterday. You’ll be the first friendly (and impressively organized) human our customers reach when important medical imaging equipment decides to have a tantrum.

Your Superpowers?

The Translator: Turning a panicked "It’s broken!" into a detailed, professional service ticket.

The Gatekeeper: Knowing the difference between a routine fix and a "drop everything" emergency.

The Abyss-Watcher: Tracking every issue from start to finish so nothing disappears into the void.

This role is equal parts problem‑solver, professional note‑taker, case manager, and behind‑the‑scenes hero. You’ll juggle calls, texts, systems, and live vendor handoffs like it’s no big deal ...while staying calm, polite, and unflappable. Bonus points if healthcare, medical devices, or service coordination already sound familiar.

Delta Medical Systems, a Siemens Healthineers Advanced Partner, has been delivering innovative medical imaging solutions for over 45 years. We have just over 100 employees in 13 states. We work hard and expect excellence but find plenty of time for laughter and camaraderie. This position will train in the office but could switch to partial remote after that. Learn more about working at Delta: https://www.deltamedicalsystems.com/join-our-team/

Competencies

High school diploma or equivalent required.  Associated degree preferred.

Minimum of two (2) years of experience in customer service, call center operations, service dispatch, or technical support.

Strong verbal and written communication skills.

Demonstrated ability to follow scripts and procedures while maintaining a professional customer experience.

High attention to detail with strong documentation accuracy.

Ability to manage multiple systems and live calls simultaneously.

Experience with Microsoft CE / Dynamics 365 CRM preferred.

Experience in healthcare, medical devices, or medical imaging environments preferred.

Prior experience coordinating third-party vendors or field service teams preferred.

Familiarity with downtime escalation procedures and service-level agreements (SLAs) preferred.

Primary Responsibilities

Receive and respond to inbound service requests via phone and text.

Follow established intake scripts to gather accurate and complete service information.

Accurately document all service interactions in Microsoft CE (Dynamics 365 CRM).

Initiate outbound calls to appropriate service vendors and facilitate live, warm handoffs while the end user remains on the line.

Confirm vendor case creation, response commitments, and next steps.

Identify critical system downtime events and escalate per established procedures.

Notify customer leadership and internal management of prolonged or high-impact outages.

Track service activity through resolution and confirm proper case closure.

Maintain compliance with documentation, quality, and communication standards.

Support Delta Medical Systems' quality policy through compliance with quality management system documentation

Perform other duties as assigned by direct supervisor.

Benefits

401(k) retirement plan with company match

Excellent vacation policy, including paid family leave, and paid holidays

Comprehensive and affordable insurance package including medical, dental, vision

Company paid: short-term disability, long-term disability, and life insurance/AD&D

Corporate based tech support

Education assistance

Physical Demands 

Prolonged periods of sitting while working at a computer and telephone

Frequent use of hands and fingers for typing, data entry, and operating a keyboard, mouse, and phone headset

Repetitive motions involving hands, wrists, and fingers

Ability to view a computer screen for extended periods of time

Ability to hear and speak clearly to communicate with customers via telephone or virtual platforms

Ability to focus and remain attentive in a fast‑paced, call‑driven environment

Occasional standing, stretching, or movement as needed during the workday

Ability to maintain reliable attendance and work scheduled hours, including peak call periods

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Work From Home Equipment

Maintain a designated home workspace suitable for prolonged computer and phone use

Use standard office equipment, including a computer, keyboard, mouse, monitor, and headset

Maintain a quiet environment sufficient for customer conversations