Service Coordinator

Join ProMach and shine. Whether you're creative, strategic, persuasive, or mechanically inclined, there’s a place for you here. Be a problem-solver, a closer, a futurist - whatever drives you.

At ProMach, you'll be challenged and rewarded as you help improve packaging performance and shape the future of automation. And we’ll be proud to have you on the journey. 

Do we have your attention? Keep reading. 

Serpa Packaging Solutions is seeking an Aftermarket Service Coordinator to join our team! In this role you’ll coordinates service requests, prepares quotations, schedules Field Service Technicians, and provides responsive support to customers and technicians. Working closely with Operations, Project Management, Engineering, and Parts, the Service Coordinator ensures service work is clearly defined, quoted, and scheduled while maximizing technician utilization and delivering an excellent customer experience. 

Great work culture, working environment, career growth opportunities!

If this sounds like you, we want to connect! 

Requirements:

• Manage service requests and cases in Salesforce, maintaining accurate records and tracking issues through resolution.
• Provide same-day responses to customer inquiries, communicating next steps and timely status updates.
• Prepare service quotations and follow up on approvals for installations, repairs, preventive maintenance, training, and annual service plans.
• Coordinate travel, balancing customer needs, project commitments, technician qualifications, and utilization.
• Generate and send customers scope-of-work documents when technician visits are scheduled, confirming planned activities and customer preparation requirements.
• Work alongside Field Service Manager, Operations and Project Management to ensure project-related field service is identified, quoted, and scheduled.
• Support technicians in the field by coordinating parts requests, expediting orders, and securing engineering assistance.
• Proactively contact customers regarding preventive maintenance, annual service plans, renewals, and upcoming service needs.
• Participate in weekly customer wrap-up meetings following service completion to review work performed and coordinate outstanding actions.
• Review travel documentation, support billing readiness, and maintain accurate service records.
• Escalate urgent issues and identify opportunities to improve service responsiveness, scheduling, and customer satisfaction.

Desired Requirements: 

• High school diploma or equivalent. 
• Experience in service coordination, customer support, scheduling, or a related role; industrial equipment or field service experience preferred. 
• Salesforce or comparable CRM experience preferred. 
• Proficiency in Microsoft Outlook, Word, and Excel. 
• Strong communication, organization, and time-management skills. 
• Ability to manage competing priorities, maintain accurate records, and follow through on commitments. 
• Ability to work independently and collaboratively across departments. 
• Ability to work overtime if needed

What’s in it for you?

There's no monopoly on innovative 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 are happy and 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!

Please note that the pay ranges listed on external job boards, outside our posting details, do not accurately reflect our internal compensation ranges.

Pro Mach, Inc. was named to the Inc. 5,000 list of the fastest growing private companies in the U.S. seven times. We continue to introduce innovative products, enter new markets, expand our global presence, and actively acquire new capabilities.

We have the rewards, opportunities, and the market strength of a large organization combined with the entrepreneurial culture of a small, fast-paced company. You will enjoy the benefits of working with a growing company that competes globally, with the personal touch and feel of a smaller company where you can make an impact every day.

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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.