Equipment Service Associate

Position Overview

The Equipment Service Associate role supports ISCO's Fusion Hotline operations, equipment service processes, and maintenance efforts. This position plays a key role in ensuring efficient handling of McElroy RMA's, supporting customer needs, and maintaining high service standards across equipment operations.

Primary Responsibilities - Core Functions

• Managing and processing McElroy RMA's as the primary focus of the role.
• Assisting in covering Fusion Hotline calls, collecting detailed information, and passing it along to hotline mechanics for troubleshooting and resolution.
• Supporting customer damage preparation and quoting, ensuring accuracy and timely communication.
• Assisting with coordination between customers, mechanics, and internal teams to support service operations.

Support & Team Responsibilities

• Serving as a support resource for incoming hotline requests and ensuring proper documentation of calls.
• Helping maintain visibility of service cases and ensuring follow-through on open items.
• Assisting in monitoring RMA status and communicating any updates.
• Supporting general maintenance team operations as needed.

Qualifications of Maintenance Coordinator Trainee

• Prior relatable experience with rental, maintenance, and/or sales; prior experience within ISCO preferred.
• Possess a strong acumen for equipment mechanics.
• Self-motivated, enthusiastic presence in a team environment.
• Strong written and communication skills.
• Professional appearance and work ethic.

Preferred Behaviors

• Team Player: Works well as a member of a group.
• Loyal: Shows firm and constant support to a cause.
• Enthusiastic: Shows intense and eager enjoyment and interest.

Preferred Motivations

• Self-Starter: Inspired to perform without outside help.
• Peer Recognition: Inspired to perform well by the praise of coworkers.
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility.
• Goal Completion: Inspired to perform well by the completion of tasks.

Customer Impact

This role is a critical part of ISCO's customer support model. The Equipment Service Associate helps ensure customers receive timely and accurate assistance, contributing to ISCO's reputation for technical excellence and reliability.

Alignment with Organizational Goals

This position supports ISCO's commitment to improving customer support operations and enhancing service quality by ensuring efficient processing of RMA's, accurate communication, and strong operational support across service functions.