Inkjet Technology Service Coordinator

WHY MILLCRAFT


At Millcraft, we're more than a business, we're a family. For over 100 years, we've been proud to serve the paper, packaging, and graphic arts industries, guided by our values of Family, Passion, Aspire, Responsible, and Deliver. We care deeply about our people, our customers, and our communities, and we believe in creating a place where you can grow, belong, and make a real difference.

Come join us and be part of something truly special.


THE DIFFERENCE YOU WILL MAKE


As the Inkjet Technology Service (ITS) Coordinator, you will play a central role in ensuring the smooth operation of our service department. You will manage service calls, support field technicians, coordinate schedules, handle customer inquiries, and oversee administrative processes such as warranty claims, invoices, and parts tracking.

You will build strong relationships with customers, vendors, and internal teams while maintaining a deep understanding of our inkjet technology products and services. A successful Service Coordinator ensures exceptional service delivery, clear communication, and a seamless customer experience.


CORE FUNCTIONS OF THIS ROLE


Customer & Service Coordination

• Delegate and direct service tasks, monitoring project progress to ensure team objectives and service goals are achieved.
• Coordinate, publish, and manage the daily service team schedule.
• Build and maintain strong relationships with customers, delivering the highest level of customer service.
• Resolve service desk issues and improve communication processes to increase productivity and overall customer satisfaction.

Administrative & Operational Support

• Perform administrative tasks including auditing work orders, updating invoices, processing new quotes, and tracking the status of parts orders.
• Audit service warranty claims and manage reimbursement processes with third-party vendors.
• Maintain a strong working knowledge of Millcraft's products and services, particularly with inkjet printing technology.
• All other duties as required by the business or manager.

Cross-Functional Collaboration

• Work closely with the Strategic Segment Manager, service technicians, sales, supply chain, and vendor partners to ensure timely service and product support.
• Provide accurate and timely information to internal stakeholders while reinforcing Millcraft's commitment to customer-first service.

Values & Safety

• Demonstrate Millcraft's Core Values - Family, Passion, Aspire, Responsible, Deliver, and FUN - in all interactions.
• Follow all Millcraft policies, departmental SOPs, and safety protocols, including prompt reporting of unsafe conditions, near misses, or incidents.

WHAT WINNING LOOKS LIKE

Customer Experience

• High customer satisfaction driven by responsiveness, communication, and effective problem resolution.

Operational Performance

• Efficient scheduling, accurate documentation, timely completion of administrative tasks, and improved service desk productivity.

Vendor & Internal Alignment

• Strong vendor relationships and accurate, timely warranty reimbursement processing.
• Clear and consistent communication with internal teams.

Service Outcomes

• Service tasks completed on schedule with minimal disruption.
• Well-managed parts tracking, quotes, and documentation.
• Travel is required based on business needs.

WHAT YOU'LL NEED TO SUCCEED

• Bachelor's degree in business, administration, or related field preferred.
• Industry knowledge, preferably related to inkjet printing equipment.
• Strong communication and customer service skills.
• Computer literacy with strong organizational skills.
• Ability to work under pressure while maintaining professionalism.
• Sales-minded attitude and strong relationship-building capabilities.

WORK ENVIRONMENT

The physical demands described here are representative of those required to successfully perform this job. Reasonable accommodation may be made for individuals with disabilities.

The employee must be able to sit and speak for extended periods of time. Additional requirements include the ability to walk or navigate about, bend, stoop, squat, push, pull, see, hear, and listen to perform all essential functions of the role.

HOW WE WILL TAKE CARE OF YOU

Medical, Dental, & Vision

Profit-Sharin…