Doyle Equipment Manufacturing
Service Support Specialist
- Compensation
- Not disclosed
- Location
- Palmyra, MO
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Support
- Posted
Skills
Must have
- • High school diploma, GED, or equivalent required.
- • 3+ years of technical or product support.
- • Strong customer service and communication skills.
- • Proficiency with service management software, ERP systems, and Microsoft Office applications.
Nice to have
- • Associate degree or technical certification in a related field.
- • Knowledge of mechanical, electrical, hydraulic, and/or pneumatic system is preferred.
- • Experience supporting equipment installations, startups, and commissioning projects.
- • Familiarity with ClickUp, Genius ERP, or similar service and enterprise management systems.
- • Experience conducting root cause analysis and reliability improvement initiatives.
- Knowledge, Skills, and Abilities
- • Advanced troubleshooting and diagnostic skills.
- • Strong analytical and problem-solving abilities.
- • Ability to prioritize multiple projects and service requests.
- • Effective written and verbal communication skills.
- • Strong organizational and documentation skills.
- • Ability to work independently while collaborating across departments.
- • Commitment to safety, quality, and continuous improvement.
- Working Conditions
- Normally working in a climate-controlled office environment but on accession will be on the plant floor and may be exposed to heat, cold, inclement weather, noise, vibration, welding sparks, grease, o
Full description
PURPOSE OF JOB
The Service Support Specialist provides customer service and administrative support for the Doyle Manufacturing Service Department and reports directly to the Service Manager. This position serves as a primary point of contact for customers requiring replacement parts, service assistance, equipment information, and general support related to Doyle fertilizer handling equipment.
ESSENTIAL RESPONSIBILITIES
Technical Leadership & Troubleshooting
- Serve as a primary point of contact for customers contacting Doyle regarding replacement parts, service needs, equipment questions, repairs, and general support.
- Listen to customer needs, gather accurate information, and determine the next appropriate steps.
- Collect important job information including customer contact information, equipment model, serial number, photos, parts needed, and description of the issue when applicable.
- Provide customers with timely updates regarding parts availability, order status, service work, and billing.
- Build strong customer relationships through responsive, professional, and knowledgeable communication.
- Direct technical or service-related questions to the appropriate Service, Engineering, Parts, or Sales personnel.
Parts Quoting & Order Entry
- Prepare accurate quotations for replacement parts and service-related materials.
- Identify parts using Doyle parts information, equipment documentation, serial numbers, drawings, and other available resources.
- Work with Parts, Engineering, Service Technicians, and Sales to verify correct parts and quantities.
- Communicate pricing and availability information to customers.
- Enter customer parts orders accurately and ensure all required information is captured.
- Review orders for accuracy prior to processing.
- Follow up on open quotes and customer requests as appropriate.
- Assist customers with identifying replacement parts and determining appropriate solutions for their equipment.
Parts Order & Receiving Support
- Monitor parts orders associated with service jobs and customer orders.
- Verify that required parts have been received and are complete before they are released or assigned to a service job.
- Identify shortages, incorrect parts, damaged parts, or discrepancies and communicate them to the appropriate internal team.
- Work with Parts, Purchasing, and Production when additional parts or components are required.