Service Coordinator

Service Coordinator

Build Your Career as a Service and Warranty Coordinator in a Growing Company

At ProMach, we're looking for people who want to shine. You'll have opportunities to take your career in the direction you desire. You can be creative. Strategic. Persuasive. Influential. A mechanical marvel. A customer service authority. Meticulous. A closer. A futurist.

You'll be challenged and rewarded. Make friends and have fun. Improve our customers' packaging performance and efficiency every day. Help build the future of packaging automation. We're proud of that and hope you will be too.

Do we have your attention? Keep reading.

We are currently seeking a Service and Warranty Coordinator for our Statham, GA facility. This position provides assistance to the Aftermarket Sales Supervisor to ensure customers receive prompt and quality product support. Support Service Technicians with technical information and administrative functions. Job responsibilities include the following:

1. Prioritizes, schedules, and assigns work to Benchmark's field service technicians to ensure all customers receive effective, efficient, and superior product support.
2. Perform all scheduling through Salesforce Field Service Lightning.
3. Correspond directly with customers on service issues and assists Aftermarket Manager with resolving customer problems. These problems include those reported by Service Technicians as well as those received directly from the customer. Coordinate action required from service trips and prepare correspondence on any safety issues discovered.
4. Provide support for Service Technicians which includes providing technical information on parts/equipment/machinery operations, customer feedback, and administrative functions e.g. travel changes, expense reporting, assist with maintaining customer on-site working and travel hours, etc.
5. Prepare / Provide Recommended Spare Parts List and Machine Manual to FST prior to service trip. Verify access to machine model if applicable. Coordinate with parts team to provide quote to customer in a timely manner.
6. Assist with scheduling service assignments and changes to accommodate customers' needs.
7. Review all information submitted by service technicians for invoicing to ensure correct and make changes when necessary. Complete invoicing for service jobs to customers.
8. Define and document warranty policy.
9. Works interdepartmentally to determine warranty decisions and coordinate with customer accordingly.
10. Generate all warranty orders including follow-up on order status and shipment dates/schedules. Ensure delivery to customers and gather all documentation.
11. Proactively approach customers to schedule Preferred Service Contract maintenance visits as well as promotional training and evaluation trips to ensure maximum Service Technician utilization and meet Preferred Service contractual obligations. (Future task as Service Contracts grow)
12. Actively pursue methods to help reduce costs and improve efficiency within the Service Department.
13. Enter, track, and ship all intercompany orders.
14. Performs additional duties and assignments as directed by management.

Who we're looking for.

• High School degree or GED. 1+ years of Technical School.
• 2+ years technical support experience.
• Prefer packaging machinery experience.
• ERP and Salesforce experience a plus with Syteline experience preferred.
• Good technical skills. Good organizational skills.
• Good computer skills which includes Microsoft office software.
• Good personal communication skills includes written and verbal.
• Good problem solving and independent judgement skills.
• Ability to read & understand complex engineering designs which includes wiring schematics.
• Good interpersonal skills and ability to successfully handle a multi-tasked role.

What's in it for you?

There's no monopoly on good ideas or limits to how far you can advance with our team. We offer an open, communicative environment that fosters individual initiative. We pride ourselves in being a company where people choose to build a career.

In addition to growth opportunities, as a ProMach employee, you receive more than just a paycheck. Total compensation includes your salary, comprehensive medical/dental programs, as well as life insurance, a generous paid time off program, and a retirement savings plan with a company match. And because we understand the importance of feeling protected, there is no waiting period for benefits – you are eligible on your first day of employment!

ProMach is an Equal Opportunity Employer. Pro Mach uses E-Verify to verify employment eligibility of all new hires to work in the United States. Pro Mach is a drug-free workplace.