Service Coordinator

Service & Logistics Coordinator

The Service & Logistics Coordinator supports a growing contract engineering and manufacturing organization by owning the service and repair lifecycle for complex equipment used in medical devices, life sciences, pharma, and industrial manufacturing. This on-site role in Newburyport, MA ensures that customer equipment is received, documented, evaluated, repaired, and returned accurately and on time, while coordinating closely with internal technical teams and providing clear communication to customers.

The position is a 36 month contract-to-hire opportunity and offers comprehensive training, with the expectation that the coordinator will work proactively and independently once up to speed.

• Serve as the primary coordinator for customer equipment entering the service and repair process, from initial intake through return shipment.
• Review incoming equipment and supporting documentation and initiate Return Material Authorizations (RMAs) in a timely and accurate manner.
• Maintain accurate documentation and records for each piece of equipment throughout the entire repair lifecycle.
• Coordinate with internal Testing, Engineering, Assembly, and other manufacturing teams to ensure equipment is evaluated, diagnosed, and routed appropriately.
• Monitor the status of equipment in the service pipeline and proactively follow up with internal teams to keep repairs moving forward and on schedule.
• Act as a key point of contact for customers regarding service-related questions, repair status, timelines, and other updates.
• Coordinate with Engineering when additional technical evaluation, troubleshooting, or support is required for specific equipment.
• Ensure all service documentation, RMA records, customer information, and order details remain accurate, complete, and up to date in the relevant systems.
• Assist with preparing service quotations and performing related order administration activities as needed.
• Coordinate outbound shipping once repairs are completed, working with shipping personnel and carriers to ensure equipment is packaged, shipped, and returned to customers accurately and on time.
• Track multiple pieces of equipment at different stages of the service process and ensure that no items are overlooked or delayed.
• Communicate effectively across departments to resolve issues, obtain updates, and keep the overall service process moving smoothly.
• Support additional logistics, inventory management, cycle counting, and operational activities as needed to support the broader manufacturing operation.
• Take ownership of the service process from start to finish, ensuring that each piece of equipment completes the full cycle from intake through repair and return.
• Demonstrate initiative by independently identifying and addressing issues, following up with stakeholders, and driving tasks to completion without waiting for constant direction.

• Previous experience working within a manufacturing environment is required.
• 2+ years of experience in service coordination, customer service, order management, logistics, manufacturing operations, RMAs, or a related function is preferred.
• Experience coordinating RMAs, repairs, customer returns, warranty claims, or service orders is highly desirable.
• Strong organizational skills with the ability to manage multiple priorities and service requests simultaneously.
• Excellent attention to detail and strong documentation skills to ensure accurate records throughout the service lifecycle.
• Strong interpersonal and customer service skills, with the ability to communicate clearly and professionally with customers and internal teams.
• Comfort communicating and coordinating with technical teams such as Engineering, Testing, Assembly, and Manufacturing.
• Ability to take initiative and independently follow issues through to resolution under a hands-off management style.
• Experience working with an ERP, order management, or manufacturing system is preferred.
• Ability to quickly learn new processes, systems, and workflows in a manufacturing environment.
• Demonstrated ability to stay organized while tracking multiple pieces of equipment at different stages of the service process.
• Strong follow-through and accountability, ensuring tasks are completed and nothing falls through the cracks.

• Experience in a contract manufacturing or contract engineering environment is beneficial.
• Background working with complex equipment or devices in industries such as medical…