Service Coordinator

Technical Service—Fort Wayne, Indiana;
Addison, Illinois;
Plattsburgh, New York

We are the fastest growing distributor of food service equipment parts. Our core values prioritize safety, enthusiasm, integrity, and a willingness to embrace change. We seek passionate, innovative individuals who bring fresh ideas from diverse backgrounds.

At Parts Town, our Service Coordinators (internally known as Dispatch Commanders) collaborate with our Inside Service Technicians, manufacturer partners, and their service providers to manage the full warranty dispatch process from start to finish. This includes warranty part order entry, dispatching warranty service, performing service follow‑ups, and providing top‑notch customer service. Strong problem‑solving skills, effective communication, and the ability to multitask without sacrificing accuracy are essential for success in this role!

• Dispatch 60–80 service calls within a 10‑minute SLA time frame
• Utilize mapping tools to locate service providers closest to end‑user location and schedule service
• Provide an exceptional experience while interacting with customers, manufacturers, and their service providers via email and phone
• Manage the life cycle of service from dispatch to close, effectively communicating updates to involved parties
• Document reported issues to hand off to Technicians for troubleshooting, including parts identification
• Assist equipment dealers over the phone or email with service updates/questions
• Assist with general email inquiries within a 2‑hour Service Level Agreement
• Act as a backup to all areas of the team where business needs are required

• Demonstrate exceptional critical thinking and problem‑solving skills
• Enjoy working with people and take pride in providing an exceptional customer experience
• Detail oriented and have the drive to go the extra mile
• Experience in Microsoft Office products and appreciate doing online research to find solutions
• Thrive within a fast‑paced, team‑oriented environment
• All‑star communicator and fluent in English (both written and verbal)

Service Coordinators run on teamwork, support, and a whole lot of good energy. We collaborate closely, cheer each other on, and communicate in a professional manner. We take service seriously and enjoy having fun delivering it.

• Fitness center, game room, and on‑site food market
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Casual dress code
• Health, dental, and vision insurance; 401(k) with match; employee assistance programs; paid time off, sick time off, paid holidays, paid parental leave; and professional development opportunities
• Profit‑sharing program and annual bonus depending on the role

$41,840.19 – $51,138.01 ($20.12 – $24.59 per hour) based on qualifications, experience, and geographical location.

Parts Town welcomes diversity and as an equal‑opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.