Aftermarket Service Coordinator: Scheduling & Quotes

Serpa Packaging; Visalia (CA); On-site; USD 60,000 - 75,000; Full time

Job summary

Serpa Packaging Solutions, part of ProMach, is seeking an Onsite Service Coordinator in Visalia, CA to coordinate service requests, prepare quotations, and schedule Field Service Technicians for timely, high-quality customer service.

You will collaborate with Operations, Project Management, Engineering and Parts to define, quote, and schedule service work, while maximizing technician utilization and ensuring an excellent customer experience.

Qualifications

• 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

Responsibilities

• 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.

Skills

Communication

Organizational skills

Time management

Independent work

Education

High school diploma or equivalent

Tools

Salesforce

Microsoft Office

Job description

Serpa Packaging Solutions, part of ProMach, is seeking an Onsite Service Coordinator in Visalia, CA to coordinate service requests, prepare quotations, and schedule Field Service Technicians for timely, high-quality customer service.

You will collaborate with Operations, Project Management, Engineering and Parts to define, quote, and schedule service work, while maximizing technician utilization and ensuring an excellent customer experience.