Job Description

The position involves working closely with the Service Manager, Project Team Leaders, and all other service team members. Provides administrative support to the Service Manager. Works closely with the Service Administrator and Service Sales to keep Service Technicians as productive as possible.

In conjunction with the service manager, schedule service calls, dispatch, and maintain a current and accurate calendar for the service department. Create detailed travel plans, including booking all travel arrangements, reserving any equipment rentals needed, and coordinating with external partners as required. Issue POs for all equipment and/or parts utilized for the service call/visit.

The Service Coordinator is responsible for a variety of duties necessary to keep the department running as organized and efficiently as possible.

Responsibilities:

• Collaborating with service manager, sales, and project team leaders to develop service contracts for new and existing orders.
• Manage and coordinate all aspects of service operations, including scheduling, dispatching, and customer service
• Fields incoming calls from customers related to service/warranty/spare parts questions/requests. Initiate request/incident in the KRC system connected to serial/job/project number. Forward information regarding request/incident to correct team leader. Create Service Request Order (SRO) for appropriate production flow (service/warranty/spare parts/installations) and determine cost code for request.
• Generate quotes to customers for specific needs (spare/replacements parts, service visits and contracts), including vendor quotes for external manufactured parts as required.
• Access inventory levels in the ERP system for service parts to determine availability and/or need to request PO or directly purchase all required parts needed to fulfill customer needs. Initiate and complete customer orders for all internal manufactured parts in EPICOR.
• Ensure timely and efficient delivery of services to customers
• Monitor service requests and assign technicians to appropriate jobs
• Communicate with customers to schedule appointments and provide updates on service status
• Maintain accurate records of service requests, work orders, and customer interactions
• Collaborate with other departments to ensure smooth service delivery
• Identify opportunities for process improvement and implement changes as needed
• Answer and direct emails from the KRC Contact Us Submission system
• Set up new customers with KRC rates and service request form.
• Create new cases, Service calls, Sales Orders, and Service call jobs in EPICOR.
• Talking with customers and getting a PO to enter a job.
• Collaborate with accounting as needed
• Ability to work independently while effectively coordinating work with other team members
• Ability to work on multiple projects as well as be a member of a cross functional teams

Qualifications for Service Coordinator

• Graduation from an accredited high school; some college is preferred
• Prior experience in a service department is preferred or related customer service experience
• Previous administrative experience preferred
• Valid driver’s license and ability to be covered by KRC automotive insurance
• Proficient skills in Microsoft Office, including Microsoft Word and Microsoft Excel
• Excellent customer service and problem-solving skills
• High quality organizational skills
• The ability to work well under deadlines and to multitask
• Excellent verbal and written communication skills
• Excellent critical thinking and problem-solving skills
• Must be authorized to work in the United States and must not require, now or in the future, VISA sponsorship for employee purposes.

Physical Requirements:

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to communicate to exchange information verbally. The noise level in the work environment is usually quiet in office settings and moderate to loud in other situations, with both constant and sudden loud noises possible.

KRC MACHINE TOOL SOLUTIONS OFFERS COMPETITIVE WAGES AND EXCELLENT BENEFITS, INCLUDING:

• Training & Tuition Reimbursement
• Paid Vacation, Sick Time, and Holidays.
• Health Insurance, Vision, Life, Dental, Long & Short-Term Disability, 401k Profit Sharing
• Referral Bonus Program of $6,000
• A Positive Work Environment

ABOUT KRC MACHINE TOOL SOLUTIONS

KRC Machine Tool Solutions is a provider of machine tools and services specializing in helping customers maximize their production requirements through unique solutions. Established in 1989, we are known nationwide as the premier provider in the areas of unique machine builds, CNC retrofitting, machine rebuilding, and machine tool services and repair. At KRC, you will have the opportunity to work alongside the most talented leaders in the Machine Tool Industry. We are looking for passionate people to join our team who are excited to help us build the future generation of this industry. Our passion is in solving customers’ problems and creating unique solutions that no other company can provide. In order to accomplish our goal of being the best, we understand our people have to be our #1 asset, and we are fully committed to investing in your success.