Customer Service Technician - Pivotal Health Solutions

Pivotal Health Solutions is seeking a Customer Service Technician to join our team. In this role, you will provide technical support for Pivotal Health brand products by evaluating customer issues, coordinating repairs and parts, and supporting customers and service technicians via phone and email. This role serves as a key link between customers, service, and engineering to ensure timely resolution and product reliability.Essential Job Duties & ResponsibilitiesEvaluate customer complaints and determine required parts and/or repairs for Pivotal Health brand productsProvide phone and email technical support to customers and service technicians across all Pivotal Health Solutions divisionsRespond to incoming customers and dealer calls and emails in a timely and professional mannerDistribute device schematics, service manuals, and related documentation to customers and service partners as neededInterpret blueprints, schematic drawings, layouts, work instructions, and other visual aidsInterpret technical construction and product specificationsPropose improvements to engineering standards, policies, or design details to enhance product reliability and serviceabilityEnter parts and cushion orders accurately in QuickBooksAddress freight claims, shipping damage, and repair-related issuesMaintain accurate service logs and update records throughout the service lifecyclePerforms other duties as assignedJob QualificationsHigh school diploma or equivalent3-5 years of customer service experience in a manufacturing, distribution or technical environmentTechnical aptitude with the ability to understand mechanical and/or electronic componentsExperience providing customer support or technical service assistance via phone and emailAbility to read and interpret schematics, blueprints, and technical documentationStrong problem-solving and diagnostic skillsProficient computer skills, including experience with ERP or accounting systems (QuickBooks preferred)Strong written and verbal communication skillsDetail-oriented with the ability to manage multiple service requests simultaneouslyFamiliarity with freight claims, warranty repairs, or service operations preferredBenefitsPivotal Health Solutions offers a complete benefits package including 401K, paid time off, paid holidays and healthcare benefits.To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.