Job description
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.
About the Job Opportunity
The Service Solutions Team leads our depot service delivery process for a best-in-class event resolution for all depot repairs across multiple vendors.
Having a lasting impact in patient care, together.
Are you someone who thrives in fast-paced environments, stays calm under pressure, wants a profession with purpose, and takes pride in delivering exceptional customer service? If so, we want you on our team!
As a Service Solutionist, you will be the first point of contact for customers when they need us the most for depot 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 patient’s 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 a role that requires strong communication skills, problem-solving and troubleshooting techniques, and a passion for driving outcomes. This role requires a calm, strategic thinker who can balance daily operations, escalated demands, and continuous process improvements.
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.
Key Responsibilities
- Service Event Coordination
- Receive, source, coordinate and manage service events with urgency and accuracy.
- Manage and oversee service requests, ensuring adherence to Service Level Agreements (SLAs).
- Become an expert on the equipment we are repairing for the customer.
- Service Event Management
- Oversee the full lifecycle of depot service events, from request to service report.
- Proactively monitor open tickets, addressing potential escalations before they impact the customer.
- 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.
- Work with the vendor to improve overall performance and delivery to our customers.
- Ensure pricing and invoicing are aligned and fair to the customer.
- Escalate any performance issues with the vendor and work with them to find a resolution.
- 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 We’re Looking For
- 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.
- 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.
Preferred Qualifications & Experience
- 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.
Physical Requirements
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Must be able to travel as needed to achieve operational objectives.
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?
We’d love to hear from you! Submit your resume and an optional cover letter explaining why you’d 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. PartsSource employs over 700 employees nationwide that committed to supporting healthcare providers and ensuring healthcare always on.
In 2021, Bain Capital invested in the business, further accelerating our growth and positive impact within the healthcare industry.
Read more about us here:
· PartsSource Named to Newsweek’s List of the Top 200 America’s Most Loved Workplaces for 2024
· PartsSource® Named Among the Top 50 Healthcare Technology Companies of 2025
· PartsSource® Named Among the Top 25 Healthcare Software Companies of 2025
· PartsSource President and CEO Philip Settimi Named to Top 50 Healthcare Technology CEO List 2025
· WSJ: Bain Capital Private Equity Scoops Up PartsSource
EEO
PartsSource, Inc., and its affiliates and subsidiaries, provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Legal authorization to work in the U.S. is required.
