Customer Services Support Operator 4

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Customer Services Support Operator 4

Location(s): Cary, NC
(Remote)

Core Responsibilities (E2E Ownership Model)

• Own end-to-end (E2E) planning and deployment of field service resources.
• Act as the decision-maker for field resource allocation.
• Manage capacity planning to meet fluctuating and cyclical demand.
• Own E2E customer communications for all service events.
• Navigate complex and sometimes difficult scheduling discussions with customers.
• Apply prioritization logic aligned to customer commitments and business needs.
• Reprioritize resources in real time in a highly dynamic environment.
• Collaborate closely with:
  • Field Service Engineers.
  • Field Management.
  • Strategic Partners.
  • Global business stakeholders (Finance, Regulatory, Quality, Education Services, etc.).
• Support change initiatives and process improvements

1. Critical Thinking - ability to assess tradeoffs and make independent decisions.
2. Active Listening - understanding customer needs beyond surface requests.
3. Clear, Professional English Communication (verbal and written).
4. Conflict Resolution - ability to de-escalate and manage difficult conversations.
5. Empathy & Customer Focus - without relying on scripts.
6. Multi-tasking in a fast-paced, constantly changing environment

• 2+ years of customer-facing experience (service coordination, dispatch, operations support preferred).
• Dispatch, service coordination, or field operations experience strongly preferred.
• Bachelor's degree preferred (or equivalent experience).
• Experience supporting service engineers or technical field teams.
• Healthcare or medical device industry exposure is a plus.
• Experience working with multinational or cross-functional stakeholders

• Excel proficiency (required).
• SAP (preferred, not required).
• Magellan Genesis phone system (preferred).
• Strong general PC skills (Word, PowerPoint, Outlook).
• Reliable home internet required

• 6 weeks onsite training with shadowing (mandatory).
• Once remote, no regular travel.
• Job description notes up to 15% annual travel for ongoing training/education (not day-to-day travel)

Training Requirement:

• Initial 6 weeks onsite (Cary, NC), then fully remote.

Shift:

• 2nd shift (3:00 PM - 12:00 AM ET) with mandatory weekend coverage (Saturday and/or Sunday)

• This is NOT a call center or script-driven role.
• No scripted interactions; each day is different.
• Requires judgment, ownership, and decision-making.
• Candidates with purely inbound call center backgrounds should not be submitted.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.