Industrial Packaging Service Coordinator

Industrial Packaging Service Coordinator

We are in search of an Industrial Packaging Service Coordinator to join our growing team. The Industrial Packaging (IP) Service Coordinator is responsible for coordinating field service resources, scheduling equipment installations, repairs, planned maintenance, equipment pickups and deliveries, and supporting the day-to-day administrative needs of the Industrial Packaging Equipment & Service team. This role serves as a key point of contact between customers, service technicians, sales, vendors, parts support, and management to ensure customer requests are handled accurately, professionally, and in a timely manner.

The position will also be cross-trained to assist the Parts CSR and Equipment CSR functions, including parts quotations, order entry, purchase order support, vendor follow-up, inventory coordination, service billing support, and equipment-related purchasing documentation.

Responsibilities Include:

• Assist customers with scheduling service calls, installations, equipment repairs, planned maintenance, and equipment deliveries.
• Coordinate service technician schedules and help prioritize work based on customer needs, technician availability, urgency, and business requirements.
• Communicate with service technicians regarding work orders, pricing, repair details, customer concerns, parts needs, and scheduling updates.
• Schedule installations and repairs in coordination with lead service technicians, service managers, sales, and customers.
• Maintain accurate records related to service schedules, repair status, customer communication, open orders, and billing readiness.
• Prepare customer estimates and service quotations, coordinating with technicians or management as needed to confirm labor, parts, travel, and scope of work.
• Administer and support planned maintenance programs, including scheduling, customer follow-up, documentation, and recurring service coordination.
• Ensure service orders include accurate pricing, costs, notes, labor details, parts usage, and supporting documentation before invoicing.
• Research and resolve customer questions, scheduling issues, service concerns, and order discrepancies in a timely and professional manner.
• Process warranty-related service information and assist with warranty pre-approval, documentation, follow-up, and credit tracking as needed.

Customer, Technician, and Internal Support

• Serve as a professional point of contact for customers requesting industrial packaging equipment service, parts, maintenance, or repair support.
• Work with customers to gather repair complaints, equipment information, service history, required parts, estimated costs, and expected completion details.
• Communicate delays, backorders, scheduling changes, technician availability, and repair updates to customers and internal stakeholders.
• Support sales, service management, technicians, vendors, and customers to ensure service and equipment needs are met efficiently.
• Maintain a customer-focused approach while balancing technician capacity, business priorities, and operational requirements.
• Follow company procedures for order processing, documentation, reporting, invoicing support, and customer communication.

Customer Communication Ownership

• Serve as the primary point of contact for customers regarding service requests, equipment repairs, planned maintenance, installations, parts availability, and order status.
• Proactively communicate scheduling updates, technician arrival expectations, equipment delivery timelines, backorders, warranty status, and service completion information.
• Ensure customers receive timely responses and regular updates throughout the service lifecycle, from initial request through completion and billing.
• Coordinate communication between customers, service technicians, sales representatives, equipment specialists, vendors, and management to ensure expectations are aligned and commitments are met.
• Escalate customer concerns, service issues, scheduling conflicts, and critical equipment downtime situations to appropriate management personnel when necessary.
• Monitor open service, parts, and equipment orders to ensure customers are informed of progress,…