Customer Success Specialist

Customer Success Specialist

Ally Technical | Uptime by Design

About Ally Technical

Ally Technical, formerly Althea U.S., Inc., is a leading provider of comprehensive parts, repair, field service, and technical training solutions for medical devices and diagnostic imaging equipment.

Supporting more than 3,000 contrast injectors and diagnostic imaging devices across over 1,000 hospital systems and imaging centers nationwide, we are committed to helping healthcare organizations maximize equipment uptime and operational efficiency.

Our philosophy, Uptime by Design, reflects our commitment to proactive service, technical expertise, and dependable solutions that keep critical medical equipment operational.

We differentiate ourselves through our comprehensive approach to the modalities we support, offering customers a trusted partner for replacement parts, preventive and corrective maintenance, component-level repair, depot repair, technical training, and flexible service programs.

Position Summary

Ally Technical is seeking a motivated, customer-focused Customer Success Specialist to support our growing parts, equipment, and service operations.

This position serves as a key point of contact for customers, responding to incoming inquiries, preparing quotations, coordinating parts sourcing, and identifying opportunities to provide solutions that meet customer needs.

The ideal candidate is a proactive, detail-oriented professional who thrives in a fast-paced environment, takes ownership of customer requests, and works collaboratively across departments to deliver an exceptional customer experience.

Success in this role requires strong communication skills, organizational discipline, sound judgment, and a commitment to delivering timely, accurate, and professional service.

Customer Service & Sales

Support

• Respond promptly and professionally to incoming customer calls, emails, and inquiries regarding parts, equipment, and service solutions.
• Prepare, distribute, and follow up on quotations for replacement parts, equipment, and service needs.
• Identify customer needs and recommend appropriate products and services within Ally Technical's portfolio.
• Support inbound sales opportunities and contribute to revenue growth through proactive customer engagement and follow-up.
• Build and maintain positive customer relationships through responsive communication and dependable service.
• Coordinate with the sales team to ensure customer opportunities are properly managed and addressed.

Parts Sourcing & Service Coordination

• Collaborate with the sourcing department to identify, locate, and obtain parts needed for customer orders and service requirements.
• Work closely with technical support, field service, operations, and other internal departments to develop accurate customer solutions.
• Verify service contract coverage and customer eligibility by reviewing equipment serial numbers, contract terms, and customer records.
• Assist with order processing, customer documentation, and the collection of information required for accurate billing.
• Communicate order status, availability, and relevant updates to customers and internal stakeholders.

Operational Excellence & Quality

• Maintain accurate and complete customer information, quotations, and sales activity within company business systems.
• Follow established company policies, procedures, and applicable requirements of Ally Technical's ISO 9001 Quality Management System.
• Identify opportunities to improve processes, increase efficiency, and enhance the overall customer experience.
• Collaborate effectively with colleagues across all levels of the organization.
• Demonstrate accountability, professionalism, integrity, and a commitment to continuous improvement.
• Participate in a rotating on-call schedule, typically every other week, to support business and customer needs.
• Perform additional duties and responsibilities as assigned.

Qualifications & Skills

Technical Proficiency

• Proficiency in Microsoft Office applications, including Outlook, Excel, Word, and Teams.
• Ability to effectively navigate enterprise business systems, customer databases, and internet-based research tools.
• Experience with ERP, CRM, or order management systems preferred.
• Ability to quickly learn new software applications, products, and internal processes.
• Experience in medical equipment, diagnostic imaging, technical parts, or service-related industries is a plus.

Communication & Customer Service

• Excellent verbal and written communication skills with a professional, customer-focused approach.
• Ability to communicate effectively with customers, vendors, and employees across multiple departments.
• Strong problem-solving skills and the ability to resolve customer inquiries with limited supervision.
• Ability to build positive working relationships and collaborate with individuals from diverse backgrounds.
• Confidence in handling multiple customer requests while maintaining accuracy and responsiveness.

Organization & Analytical Skills

• Strong organizational and time management skills with the ability to prioritize competing demands and meet deadlines.
• High attention to detail, particularly when preparing quotations, processing orders, and reviewing customer information.
• Ability to calculate pricing, discounts, percentages, and other basic business-related figures.
• Sound analytical and critical thinking skills to evaluate information, identify problems, and recommend solutions.
• Ability to manage multiple tasks simultaneously and adapt to changing business priorities.

Ideal Candidate

We are looking for someone who:

• Takes initiative and demonstrates a strong sense of ownership and accountability.
• Is dependable, punctual, and committed to delivering high-quality work.
• Enjoys helping customers and finding solutions to their challenges.
• Thrives in a team-oriented environment while remaining capable of working independently.
• Demonstrates flexibility, professionalism, integrity, and a positive attitude.
• Is motivated to contribute to the continued growth and success of Ally Technical.
• Embraces continuous improvement and looks for opportunities to make processes and customer experiences better.

Why Join Ally Technical?

At Ally Technical, we believe our people are the foundation of our success. As an independent, growing organization, we are investing in our employees, expanding our capabilities, and building a culture centered on accountability, collaboration, and operational excellence.

Our core values guide how we serve our customers and work together:

• We Put Customers First
• Own the Outcome
• Quality Without Compromise
• Better Every Day
• Stronger Together
• Integrity Always

Joining Ally Technical means becoming part of a team dedicated to delivering industry-leading solutions, developing technical expertise, and helping healthcare providers keep critical diagnostic imaging equipment available when it matters most.

Ally Technical — Uptime by Design.

Be part of a team that takes pride in being a trusted Ally to our customers.

Job Type

Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Goodlettsville, TN 37072