Service Support Specialist (Hybrid)

Firematic – Fire Apparatus & Heavy-Duty Equipment Division

For over 50 years, we’ve proudly supported the first responders and communities that depend on reliable emergency and heavy-duty equipment. We’re looking for a driven, organized, and detail-oriented Service Support Specialist to join our team and help keep fire apparatus, refuse trucks, and other heavy-duty equipment properly maintained, fully equipped, and ready for service.

This role combines customer service, service writing, parts coordination, inventory management, and shipping and receiving. As a key link between customers, technicians, vendors, and the service department, you’ll help ensure repairs move efficiently from initial customer contact through completion while maintaining accurate records and excellent customer service.

If you enjoy a fast-paced, team-oriented environment and take pride in keeping critical equipment running, we want to hear from you.

What You’ll Do

Customer Service & Service Coordination

• Serve as a primary point of contact for customers, assisting with service and parts inquiries in person and over the phone.
• Open and maintain repair orders, accurately documenting customer concerns, equipment information, requested repairs, and service needs.
• Prepare service estimates and parts quotes, communicate pricing, and obtain customer approvals before work begins.
• Coordinate with technicians to support accurate diagnoses, timely repairs, and efficient workflow.
• Track repair progress and proactively communicate service updates, delays, and completion timelines to customers.
• Coordinate service scheduling, equipment pickups, deliveries, and follow-up as needed.

Parts & Inventory Management

• Support technicians and customers with parts identification, availability, pricing, and ordering for fire apparatus, refuse trucks, and other heavy-duty equipment.
• Process parts orders, requests, and quotes accurately and efficiently.
• Order, receive, inspect, stock, organize, and track inventory to maintain appropriate parts availability.
• Ensure technicians receive the correct parts in a timely manner to minimize equipment downtime.
• Coordinate with vendors regarding orders, backorders, returns, exchanges, and warranty claims.
• Maintain accurate inventory records and assist with inventory counts and discrepancy resolution.

Shipping & Receiving

• Receive incoming shipments, verify items against packing slips and purchase orders, and inspect for damage or discrepancies.
• Prepare, package, label, and ship parts and equipment accurately and on schedule.
• Coordinate freight shipments, deliveries, urgent parts transfers, and customer pickups as needed.
• Maintain organized shipping and receiving areas and ensure incoming and outgoing materials are properly documented.
• Communicate shipping delays, shortages, damaged goods, and other discrepancies to the appropriate team members.
• Ensure parts and materials are distributed to the correct technicians, departments, or customers.

Work Order Administration & Department Support

• Review completed repair orders for accuracy, including labor, parts, documentation, and applicable warranty claims, before closing work orders.
• Maintain accurate customer records, service histories, inventory transactions, warranty documentation, and daily data entry.
• Use service management and inventory systems to document transactions, track work, and maintain reliable records.
• Identify opportunities to recommend additional repairs, parts, or preventive maintenance when appropriate.
• Support department efficiency, customer satisfaction, and profitability by helping reduce delays, errors, and unnecessary downtime.
• Perform other related duties as needed to support service and parts operations.

What You Bring

• Prior experience in service writing, parts support, or customer service within the heavy-duty truck, fire apparatus, refuse truck, automotive, or equipment repair industry.
• Experience with heavy-duty truck or equipment parts is strongly preferred.
• Knowledge of repair orders, parts ordering, inventory management, and shipping and receiving procedures.
• Strong customer service, communication, and problem-solving skills.
• Excellent organization and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
• Comfort using computer systems, service management software, inventory programs, and performing accurate data entry.
• Experience with Acumatica or similar service and inventory management systems is a plus.
• Ability to communicate professionally with customers, technicians, vendors, and coworkers.
• A valid driver’s license with a clean driving record.
• A dependable, team-oriented attitude and a willingness to take ownership of tasks from start to finish.

Why Join Us?

• Meaningful work: Help keep emergency vehicles and essential heavy-duty equipment safe, reliable, and ready for service.
• Stability: Join an established, family-owned company with more than 50 years of industry experience.
• Team environment: Work alongside a close-knit team that values collaboration, accountability, and customer service.
• Competitive compensation: Pay commensurate with experience.
• Benefits: Health, dental, and vision insurance; 401(k) with company match; paid time off; and paid holidays.
• Growth opportunities: Ongoing training and opportunities to develop your skills and advance within the company.

Schedule

Monday–Friday, 7:30 AM–4:00 PM

If you’re organized, customer-focused, and ready to play an important role in keeping our service and parts departments running smoothly, we encourage you to apply.

Join Firematic and help keep the equipment our communities depend on ready for the job.