Customer Services Support Operator

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Customer Services Support Operator

Location(s): Cary, NC


Description:
The Customer Service Coordinator is responsible for end-to-end planning, scheduling, and deployment of field service resources in a fast-paced environment. This role manages customer communications for service events, optimizes resource utilization, coordinates with field management, and ensures customer commitments are consistently met through effective planning, prioritization, and problem-solving.

Key Responsibilities:

• Own end-to-end planning, scheduling, allocation, and deployment of field service resources.
• Manage customer communications throughout the entire service lifecycle.
• Schedule customer appointments and handle complex scheduling discussions.
• Prioritize service activities to meet customer commitments and business objectives.
• Coordinate with field management to optimize technician utilization.
• Manage capacity planning to support fluctuating customer demand.
• Reprioritize resources and activities in response to changing business needs.
• Collaborate with cross-functional teams including Customer Care, Finance, Marketing, Regulatory Affairs, Education Services, and Field Operations.
• Support process improvements and operational efficiency initiatives.
• Maintain high levels of customer satisfaction through effective communication and execution.

Required Qualifications:

• Bachelor's degree or equivalent work experience.
• Strong organizational, planning, and time management skills.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office (Outlook, Word, Excel, and PowerPoint).
• Ability to analyze complex situations and determine appropriate solutions.
• Strong problem-solving and critical thinking skills.
• Self-motivated with a high degree of initiative and ownership.
• Ability to work independently in a dynamic, fast-paced environment.
• Strong collaboration and stakeholder management skills.
• Customer-focused mindset with attention to detail.

Preferred Qualifications:

• Customer-facing or customer service experience.
• Knowledge of SAP.
• Experience with LEAN or Six Sigma methodologies.
• Experience or familiarity with healthcare or medical device service operations.
• Knowledge of Siemens Healthineers business operations in the United States.

Key Skills:

• Customer Service
• Resource Planning & Scheduling
• Capacity Planning
• Workforce Deployment
• Appointment Scheduling
• Stakeholder Management
• Communication Skills
• Critical Thinking
• Problem Solving
• Time Management
• Microsoft Office Suite
• SAP (Preferred)
• Change Management
• Customer Relationship Management
• Cross-functional Collaboration
• Process Improvement
• Operational Coordination
• Attention to Detail
• Decision Making
• Prioritization

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.