About the role
Pay: $26.00 to $26.00 per hour
Description
About Us
Established in 2001, MES is the nation’s largest provider of PPE, fire apparatus, uniforms, and services to first responders. With over 25 locations, MES is the most trusted source of equipment and service for firefighters, law enforcement, and EMTs. Our dedicated team of over 300 sales representatives and certified service technicians allows us to bring unparalleled quality and service to our industry. MES supports its customers with innovative digital commerce solutions and a nationwide warehousing system with three strategically located hubs that carry thousands of products representing the best brands on the market.
MES offers a great work environment, professional development, challenging careers, and competitive compensation. MES is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law.
MES will only employ those legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a pre-employment screening.
Job Description
The Service Operations Specialist is responsible for managing all facets of MES service warranty claims, parts transfers and appointments through the FSM software platform. This role focuses on the efficient processing of claims, scheduling, routing, and coordination of service technicians to ensure optimal productivity and customer satisfaction. The position collaborates closely with service segment leaders, Service Managers, and Service Operations Manager to plan and execute service activities that drive operational excellence and profitability.
Key Responsibilities
Service & Warranty Management
Interface with key manufacturer service groups (Scott, Hurst, RevolveAir)
Process and fulfill warranty claims and service orders
Manage Scott Plus warranty operations and documentation
Handle Trace Analytics test results and reporting
Maintain Min/Max inventory levels for service technicians
Obtain and quote repairs for Scott and Hurst products
Purchase and expedite parts for urgent or rush jobs
Create purchase orders for warranty and billable repairs (MES and customer equipment)
Coordinate inventory replenishments and transfers between technicians and warehouses
Support FSM and NetSuite integration and troubleshooting
Scheduling & Coordination
Assist with scheduling and dispatching service technicians
Optimize technician routes and workload efficiency
Manage workflow, service profitability, and resource utilization
Conduct follow-up calls and emails for service reminders
Maintain daily and monthly technician schedules and calendars
Track and monitor technician workload, certifications, and calibration schedules
Dispatch technicians for emergency and Fast Pak service requests
Requirements
Training Requirements
FSM system training (advanced level)
Scott Air-Pak Technician certification
Rescue Tool service training
Core Competencies
Strong organizational and communication skills
Proficiency with FSM and NetSuite software
Customer-focused mindset with attention to detail
Ability to prioritize and manage multiple tasks efficiently
Benefits: Medical, Vision, Dental 401(k) with matching Paid Holidays Disability insurance Flexible spending account Life insurance Paid time off #FIR123