Service Coordinator

Service Coordinator

To be the internal point of contact for parts and service requests after a machine ships. You will triage incoming service calls, scope and quote spare parts and on-site service work, and keep the queue moving so customers get clear answers and fast turnaround.

Required:

• Experience:
  
  3+ years in a service coordination, parts, field service, or technical support role, ideally in custom automation, industrial equipment, or a related manufacturing field.
• Technical fluency: comfortable reading mechanical and electrical drawings, talking through a control system over the phone, and helping diagnose issues without being on-site.
• Quoting ability: able to scope parts and service work and put together an accurate quote for labor, travel, and materials.
• Customer presence: you can handle a frustrated customer on a bad day and leave them feeling taken care of. Strong written and verbal communication.
• Organization: you can juggle a triage queue and an open-quote list without anything falling through the cracks.
• Associate or bachelor's degree in Engineering, Industrial Technology, Business, or a related field. Equivalent hands-on experience is fully acceptable.
• Experience with ERP systems and service management software.
• Background with PLCs, motion control, pneumatics, or robotics.

Responsibilities:

• Service Triage
  • Be the first point of contact for incoming service calls and emails from customers.
  • Gather the right information up front: ask good questions, review machine history, and determine whether the issue is a quick fix, a parts order, or a site visit.
  • Prioritize by urgency and impact: a downed production line gets a different response than a routine preventive maintenance (PM) request.
  • Set clear expectations with the customer on next steps, timing, and cost, and route the work to the right internal team.
• Quoting:
  Spare Parts
  • Handle incoming spare parts requests: identify the right part, confirm availability, and quote pricing and lead time.
  • Work with purchasing and engineering when a part needs to be sourced, substituted, or identified from an older build.
  • Flag recurring parts demand so critical items can be kept on the shelf.
• Quoting:
  On-Site Service Visits
  • Scope and quote on-site service visits, including travel, labor, and any parts required.
  • Coordinate with engineering and the field team so the quoted scope matches what can actually be executed. Follow up on open quotes and convert approved ones into scheduled work.
• Coordination & Records
  • Coordinate parts availability, technician scheduling, and shop resources for service work with purchasing and production.
  • Pull in engineering when a service issue points to a deeper problem, and pass field learnings back to the team.
  • Make sure service work is documented and handed to finance for accurate, on-time billing.
  • Keep clean records of service activity: work orders, quotes, service reports, parts movement, and customer communications.

Pay Range: $65k/yr.

- $85k/yr.