Lead Service Support Specialist
On-site · Franklin, Ohio, United States
Job Summary
Lead role within Operations to coordinate daily dispatch, logistics, and billing workflows while serving as the team’s operational anchor. Directly collaborates with the team to manage dispatching, billing, and logistics tasks; helps balance workloads, resolves scheduling conflicts, and addresses escalations. Partners with leadership to standardize NetSuite workflows and ensure data integrity. Manages daily schedules for Field Service Technicians, handles urgent requests, and maintains customer care through proactive status updates. Supports ERP data management and financial administration, including invoicing for Time & Materials, AR/AP tasks, and credit card reconciliations; assists with pricing research for PM and Service Agreements. Requires strong NetSuite experience, CRM/ERP familiarity, and excellent communication alongside a professional, hands-on leadership style.
Required Qualifications
- Associate or Bachelor’s degree preferred; equivalent professional experience required
- 4+ years of scheduling or operations administration experience
- Strong proficiency in NetSuite (or a similar major ERP system)
- Advanced Microsoft Office proficiency
- Leadership experience; ability to mentor and lead a team
- Excellent communication skills and professional demeanor under pressure
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