Service Coordinator

Roles and responsibilities

The Service Coordinator is tasked to manage costs and revenue generation to keep the local office profitable and manage customer satisfaction regarding service quality and response time. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Responsibilities include up to and not limited to:

• Provide Technical support for customers
• Provide local training
• Provide Field support to Technicians when needed
• Schedule and provide technical support to the engineers in the Service Department
• Manage open issues within the department
• Provide estimates for future service jobs
• Issue and manage modification parts
• Provide technical support to our distribution network, including troubleshooting, part identification, and machine installation assistance, and provide service support in the field
• Provide performance reviews, interview prospective employees, and schedule employee training
• Assist in the scheduling, shipping, receiving, installation, inspection, and pack up of showroom machines Conduct and fulfill regulatory facility-related safety audits regularly
• Manage the service report documentation and billing process
• Other duties as assigned

• Client Interaction: Serving as the primary point of contact for clients, addressing inquiries, and ensuring their needs are met.

• Service Scheduling: Coordinating and scheduling service appointments, ensuring resources are allocated effectively to meet client requirements.

• Documentation Management: Maintaining accurate records of client interactions, service requests, and service delivery processes.

• Communication: Communicating service updates, changes, and issues to clients and internal teams to ensure transparency and alignment.

• Quality Assurance: Monitoring service quality and performance metrics, ensuring that services meet established standards and client expectations.

• Problem Resolution: Addressing and resolving any issues or complaints related to service delivery, acting as a liaison between clients and service teams.

• Reporting: Preparing reports on service performance, client feedback, and operational metrics to inform management and drive improvements.

Desired candidate profile

Bachelor's degree from an accredited University, preferred engineering (Electrical, Mechanical, or Mechatronic) At least 3 years of successful service engineering experience.

Knowledge of mechanical, electrical, pneumatic, hydraulic, PLC systems, and CNC programming.

Ability to handle multiple projects simultaneously in a fast-paced environment while meeting deadlines.

Proven experience in communicating professionally with internal and external customers. Proven flexibility with shifting priorities. Proficiency in Microsoft Office; Outlook, Excel, Word and PowerPoint, SAP a plus.

Proven organizational skills, with high attention to detail.

Must be able to work 40 hours a week or more
Communication Skills: Excellent verbal and written communication skills to interact effectively with clients and team members.

Organizational Skills: Strong organizational skills to manage multiple service requests and schedules efficiently.

Customer Service Orientation: A strong focus on customer satisfaction and a commitment to resolving client issues.

Problem-Solving Skills: Ability to analyze situations and develop effective solutions to service-related challenges.

Technical Proficiency: Familiarity with service management software and tools, as well as Microsoft Office Suite.