Job Description

Who We Are

At Loftin, we provide certainty in an uncertain world by delivering reliable generator power solutions our customers can count on. Family owned and operated for nearly 50 years, we’ve built a legacy on relationships, problem-solving, and doing things the Loftin way — with consistency, integrity, and a people-first mindset. We’re not just providing an elite experience in power – we’re empowering people. Our team is family-focused, growth-minded, and driven to provide solutions that last by developing people who never stop learning. When you join Loftin, you become part of something bigger — a community dedicated to powering progress and shaping a more dependable future.

Who You Are

You are a reliable, customer-focused problem solver. You effectively communicate, and listen, through cooperation and teamwork. You are always looking to improve whether learning something new or seeking ways to promote better quality. You are driven to do what it takes to get the job done!

The Service Customer Specialist role is our customer’s primary point of contact for all Service needs. The focus is on providing elite service to both internal and external customers. This position works within a team of Service Specials that together handle all Service callouts, startups, planned maintenance, and repairs for their assigned Branch/Territory. This includes coordinating, scheduling, dispatching, billing, and serving customer needs at an elite level.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily including the following.

• Serve as primary point-of-contact, and deliver elite service/support, for all internal and external customers.

• Open internal/external Work Orders as needed, and verify customer information is correct in system, review contract details for accurate labor rates, etc.

• Coordinate new equipment start-ups with Sales Team, Technicians, and customers.

• Oversee warranty campaigns.

• Work in cooperation with other Service Specialists, Field Service Supervisor, and Technicians to ensure a positive customer experience, effective dispatch/scheduling, and timely and accurate billing.

• Other duties and projects as assigned.

Qualifications/Experience/Education/Skills:

• Must have one+ years customer service, preferably in a similar industry.

• Associates Degree in Business or Accounting, or additional equivalent relevant work experience, preferred.

• Ability to deliver high quality work product.

• Must be highly organized and have strong communication skills.

• Must be highly accountable and a self-starter.

• Strong reasoning, analytical, and mathematic skills.

• Highly competent in the use of Microsoft Office 360 and other Microsoft products/systems.

• SalesForce experience a plus.

• Strong technical aptitude, including ability to learn new systems quickly and train/support team in adoption.

• Must be able to successfully pass a background investigation, which includes a motor vehicle check, and drug screen.

Competencies/Attributes:

• Strong communication skills, to include written, oral, and active listening; clear and persuasive in negative or positive situations; asks relevant questions to get clarification; conveys thoughts and ideas in a concise manner; responds well to questions and feedback; demonstrates group participation skills.
• Builds and maintains strong working relationships with customers (internal and/or external) and coworkers; establishes confidence and shares knowledge with others.
• Balances team and individual responsibilities; exhibits objectivity and openness to others' views; contributes to building a positive team environment; supports everyone's efforts to succeed; recognizes accomplishments of other team members.
• Does what it takes to get the job done for the customer and/or team; nimble, adaptable, resilient, and a bit entrepreneurial; demonstrates learning agility when further developing technical, functional, and interpersonal skills.
• Resourceful problem solver; uncompromising customer service inside the organization and out; never get complacent.
• Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Determines appropriate action beyond health and safety guidelines; observes all safety and security procedures; reports potentially unsafe conditions immediately; uses equipment and materials properly.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must frequently lift and /or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include color vision, close vision, distance vision, depth perception, peripheral vision, and ability to adjust focus.
• Must be able to regularly talk or hear.
• The employee is frequently required to sit, use hands to finger, handle, or feel; reach with hands and arms.
• The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl.

Comp & Benefits:

We offer a comprehensive compensation package. This includes benefit offerings you’d expect to see at a large company, all designed to help you take good care of yourself and your family. The benefits include:

• Choice of two subsidized Medical plans – PPO, and HDHP/HSA options
• Health Care and Dependent Care Flexible Spending Accounts
• Subsidized Dental and Vision plan
• Traditional 401(k) and Roth 401(k) plans, with an immediately vested dollar for dollar (up to 4%) employer match
• Disability – short-term & long-term, 100% employer paid
• Basic Life/AD&D, 100% employer paid
• Voluntary Life/AD&D available for employee, spouse and children
• Voluntary Critical Illness and Accident coverage
• Voluntary identify theft protection coverage
• Vacation and Paid Sick Time
• Paid Holidays
• Tuition Reimbursement

At Loftin Equipment Co., we don’t just accept difference — we embrace it, welcome it, and recognize the value it brings to our customers and employees.

Loftin Equipment Co. is proud to be an equal opportunity workplace. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won’t discriminate based on, Veteran status, race, religious beliefs, national origin, age, gender, pregnancy, physical or mental disability, sexual orientation, or any other category protected by law.

Further, Loftin Equipment Co. is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and state disability laws.

Preferred method of response is via our Careers page ( https://www.loftinequip.com/careers/)

Power As A Certainty Since 1976