Accounts Support Specialist

About the position With over 50 years of proven performance, Zonatherm Products and ThermFlo provide complete, end-to-end solutions for essential and mission critical power and cooling systems—serving industries from data centers, hospitals, and municipalities to industrial and commercial facilities. From initial planning and expert guidance to custom equipment, system design, installation, and ongoing support, we deliver a fully integrated approach that keeps operations running smoothly. The Accounts Support Specialist executes manufacturer-related service tasks, including scheduling, dispatching, documentation, and warranty submittals. This role ensures timely coordination of resources, accurate recordkeeping, and smooth execution of startup projects and service requests.

Responsibilities

• Scheduling and Dispatch
• Coordinate and schedule warranty work, preventive maintenance, and manufacturer service requests by evaluating technician availability, skill requirements, site readiness, and manufacturer timelines to ensure efficient and compliant service delivery.
• Dispatch technicians and actively track job progress through real-time communication, WIP monitoring, and status updates.
• Identify delays or risks and coordinate adjustments with technicians and operations leadership to maintain job timelines.
• Assess and prioritize incoming service requests using urgency, customer impact, technician availability, and SLA requirements. Collaborate with the Manufacturer Rep Lead and operations leadership when escalations or conflicts arise to ensure resources are aligned appropriately.
• Coordinate communication among technicians, operations leadership, and manufacturer partners to resolve scheduling issues, ensure alignment across all parties, and deliver accurate status updates to the Manufacturer Rep Lead and project stakeholders.
• Startup and Documentation
• Execute small startup projects (4 units or fewer) by coordinating technician schedules, verifying site readiness, aligning with manufacturer requirements, and monitoring progress to ensure all steps are completed accurately and on time.
• Maintain detailed project records by collecting and validating technician reports and manufacturer documentation ensuring all information is complete and compliant.
• Prepare and submit warranty claims and non-technical 1025s accurately and on time.
• Maintain ERP data integrity.
• Track project milestones and escalate delays when necessary.
• Maintain strong working relationships with contractors and ZPI customers.
• Portal and Documentation Management
• Manage day-to-day updates in third-party portals by uploading service records, tracking status changes, and resolving basic data discrepancies to ensure accurate and timely information flow for manufacturer reporting.
• Create and manage cases for planned maintenance and service.
• Maintains reporting assigned by customers to track KPIs
• Ensure all service and project data is accurately captured, validated, and carried through required records from initiation to closeout.
• Operational Support
• Prepare documentation for quotes and submittals to support project execution.
• Ensure materials and tools are properly organized for upcoming work by validating inventories, communicating needs to the appropriate teams, and confirming readiness through documentation and system updates, rather than performing hands-on physical preparation.
• Support continuous improvement by identifying process gaps and suggesting solutions.
• Secondary Responsibilities
• Support onboarding and training of new team members by teaching processes, systems, and documentation standards.
• Attend team and cross-functional meetings to maintain alignment and communication across service and project workflows.
• Provide backup coverage for the Manufacturer Rep Lead by assisting with routine escalations, monitoring workflow continuity, and supporting operational execution as needed.
• Participate in special projects and continuous improvement initiatives.
• Comply with all safety, quality, and company guidelines.
• Other duties as assigned.

Requirements

• Education: Associate's degree.
• Experience: 2 years of experience customer service and/or coordination for dispatched service delivery.
• Customer Service: Effective verbal and written communication skills. Ability to maintain a fair, firm, and friendly approach with customers.
• Computer Skills: Experience and demonstrated familiarity with Microsoft Office suite and experience with order management and record keeping software.
• Organizational Skills: Ability to handle multiple tasks, deadlines, and projects at once and stay organized, prioritizing as appropriate.
• Supervisory Responsibilities: This position has no supervisory responsibilities.

Nice-to-haves

• Software: NetSuite experience preferred.

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