Service Coordinator
The Service Coordinator plays a central role in ensuring the efficient coordination of service operations across the company's pump and fluid-handling equipment division. This position is responsible for scheduling and dispatching field and shop technicians, preparing quotes for pump repairs and parts, managing customer communications, and maintaining accurate service and inventory records. The Service Coordinator acts as the key link between customers, technicians, and internal teams to ensure timely, high-quality service delivery and customer satisfaction across industrial, commercial, and municipal accounts.
Service Coordination & Dispatching
- Schedule and dispatch pump service technicians promptly and efficiently based on incoming service requests for field and shop repairs.
- Communicate job details, technical requirements, and timelines clearly to technicians to ensure they are well-prepared for pump installation, repair, and maintenance work.
- Track service progress and confirm timely completion of all work orders.
Quoting & Job Preparation
- Prepare accurate and competitive quotes for pump repair jobs, replacement parts, and recommended equipment upgrades.
- Collaborate with sales and technical teams to ensure quotes meet technical standards, customer needs, and profitability goals.
- Follow up on submitted quotes, addressing customer inquiries and providing additional technical details when required.
Customer Service & Communication
- Serve as the primary point of contact for customer inquiries, providing prompt and professional responses to industrial, commercial, and municipal clients.
- Maintain proactive communication with customers on service status, job updates, and scheduling changes to minimize equipment downtime.
- Address customer concerns or complaints efficiently to ensure a positive customer experience.
Order & Inventory Management
- Process service orders accurately from initiation to completion.
- Monitor inventory levels for pump parts, seals, motors, and related equipment; coordinate with procurement for replenishment.
- Ensure timely delivery of parts and materials required for scheduled service jobs.
Reporting & Documentation
- Maintain detailed service records, job histories, and parts usage logs for accuracy and reporting.
- Provide regular updates to management on key metrics such as service response times, quote conversion rates, and customer satisfaction.
Continuous Improvement
- Identify opportunities to improve service coordination, quoting accuracy, and customer communication processes.
- Stay updated on industry trends, pump technology advancements, and best practices to enhance service quality.
- Contribute suggestions to improve efficiency and customer experience across the service department.
Education and Experience
- Diploma or Degree in Business Administration, Mechanical Engineering, or a related field (preferred)
- Minimum 3 years of experience in service coordination, customer service, or a related technical role, preferably within the pump, industrial equipment, or fluid-handling industry
- Strong understanding of pump systems, mechanical components, or technical service operations is an asset
- Excellent organizational, multitasking, and prioritization skills in a fast-paced environment
- Strong communication and interpersonal skills for customer and team interactions
- Proficiency in scheduling, quoting, order management, and inventory tracking software
- Proactive and solution-oriented approach with attention to detail and accuracy
Pay: $55,000.00-$65,000.00 per year
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
Work Location: In person
