Service Experience Representative

Schedule: Monday-Friday 1:00PM-10:00PM EST Culture Fit: Strengthen Block Imaging's mission of 'People Matter' by living our values of Integrity, Honor, and Growth. Make choices that foster our thriving mindsets and lead with our approach of Together, Thoughtful, and Transparent.

Essential Job Duties: Manage incoming service calls and schedule service engineers for repairs and preventive maintenance. Order needed service parts, negotiate pricing, and coordinate returns of unused or defective parts. Monitor service contract costs, process purchase orders, and review vendor invoices for accuracy. Close out service requests, upload field service reports, and maintain accurate service records. Prepare quotes and process billing for services not covered under full-service contracts. Build strong relationships with customers, vendors, and service engineers, including follow-up to ensure satisfaction. Develop effective solutions to service issues, including determining when service should be declined and offering alternatives. Other duties as assigned.

Role Competencies: Strong organizational skills with the ability to set goals, meet deadlines, and manage work independently. Effective problem-solving and critical-thinking skills with confident decision-making. Excellent communication skills, including interpersonal, negotiation, and listening abilities. Ability to build positive, professional relationships with customers, vendors, and team members. Customer-service oriented, solution-focused, and able to stay calm and effective under pressure. Flexibility and mature leadership when resolving challenging situations while maintaining confidentiality. Proficiency in Microsoft Office and general computer use, including documentation and research skills. Experience and Education Requirements: Preferred Experience: N/A Education (or equivalent experience): Associates degree Preferred Certifications: N/A Travel Requirements: n/a Physical and Environmental Requirements: Team Members must be able to perform the essential functions of the position with or without reasonable accommodation. For questions, contact Human Resources. This role may involve: Ability to remain in a stationary position for extended periods. Frequent typing. Ability to communicate effectively, including speaking, hearing, and reading. Occasional movement within the office. Lift up to 10 pounds. Standard office setting with moderate noise level. Regular use of computers, phones. Work is primarily performed indoors in a climate-controlled environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Block Imaging Parts & Service is an Equal Opportunity Employer Block Imaging is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status. Block Imaging is committed to providing reasonable accommodations to individuals with disabilities. If you need assistance during the application or interview process, please contact HR.