Service Coordinator

Pro Mach is a family of best-in-class packaging solution brands serving manufacturers of all sizes and geographies in the food, beverage, pharmaceutical, personal care, and household and industrial goods industries. Pro Mach brands operate across the entire packaging spectrum: filling and capping, flexibles, pharma, product handling, labeling and coding, and end of line. Pro Mach is headquartered near Cincinnati, Ohio, with manufacturing facilities and offices throughout North America, Europe, South America, and Asia.

For more information about Pro Mach, visit  and for more information on Pro Mach Careers, visit

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Provide assistance to the Life Cycle Management Director to ensure customers receive prompt and quality product support. Support Service & Parts Technical Representatives with technical information and administrative functions.

Are you passionate about this work?

* Prioritizes, schedules, and assigns work to Axon's field service technicians to ensure all customers receive effective, efficient, and superior product support.

* Perform all scheduling through Salesforce Field Service Lightening.

* Correspond directly with customers on service issues and assists LCM Director with resolving customer problems. These problems include those reported by Service Technical Representatives as well as those received directly from the customer. Coordinate action required from service trips and prepare correspondence on any safety issues discovered.

* Provide support for Service Technical Representatives which includes providing technical information on parts/equipment/machinery operations, customer feedback, and administrative functions e.g. travel changes, expense reporting, assist with maintaining customer on-site working and travel hours, etc.

* Assist with scheduling service assignments and changes to accommodate customers' needs. This includes booking or changing the booking for Service Technical Representatives' travel arrangements as necessary.

* Review all information submitted by service technicians for invoicing to ensure correct and make changes when necessary. Complete invoicing for service jobs to customers.

* Generate all warranty and warranty exchange orders including follow-up on order status and shipment dates/schedules. Check exchanged parts before shipment to ensure correct. Ensure delivery to customers and gather all documentation. Track warranty exchange (special exchange reserve) orders which includes contacting customer concerning the return or designated parts and issuing appropriate credits to the customer for defective part.

* Respond to all office E-Mail through Salesforce email to case(includes Service/Part Technical Representatives general E-Mail address).

* Proactively approach customers to schedule Preferred Service Contract maintenance visits as well as promotional training and evaluation trips to ensure maximum Service Technician utilization and meet Preferred Service contractual obligations.

* Promote, coordinate, and help develop initial and follow-up training programs for customers. This includes conducting needs assessments, providing cost estimates, scheduling sessions, preparing training materials, etc.

* Actively pursue methods to help reduce costs and improve efficiency within the Service Department.

* Coordinate the production and distribution of Aftermarket Service Bulletins.

* Handle messages of "rollover" calls for the Parts Sales Department. This may include providing information regarding price and part availability.

* Performs additional duties and assignments as directed by management.

What's in it for you?

There's no monopoly on good ideas or limits to how far you can advance with our team. We offer an open, communicative environment that fosters individual initiative. We pride ourselves in being a company where people are happy and choose to build a career.

In addition to growth opportunities, as a Pro Mach employee, you receive more than just a paycheck. Total compensation includes your salary, comprehensive medical/dental programs, as well as life insurance, a generous paid time off program, and a retirement savings plan…