Customer Service Coordinator

Federal Mfg., LLC; Waukesha (WI); On-site; USD 50,000 - 70,000; Full time

Job summary

Federal Mfg., LLC, part of ProMach, seeks a Customer Service Coordinator to manage service workloads, quote installations, and ensure prompt, high-quality product support. You will be the primary contact for customers, coordinating with engineering, manufacturing, sales, and parts teams to resolve issues and drive service excellence.

The role emphasizes proactive communication, warranty coordination, and continuous improvement of the Service Department, with occasional travel to support field

Qualifications

• Team player with strong technical skills.
• Service related experience and knowledge of capital equipment.
• Planning and organizational skills with the ability to handle multiple projects.
• Interface effectively with customers and internal departments.
• 4+ years’ experience in customer service, engineering, or production.
• Packaging experience preferred.
• 2 year technical degree or 4 years comparable experience.
• Excellent knowledge of mechanical/electrical technical applications.
• Excellent verbal and written communication skills.
• Good computer skills (Microsoft Office – Word/Excel).
• Good interpersonal skills and ability to multi-task.

Responsibilities

• Schedule and monitor workload for service technicians.
• Provide quotes for service installations, retrofits, and preventive maintenance service visits.
• Maintain high profile customer contact to guarantee quality service.
• Assist with warranty issues.
• Review service reports for required follow-up.
• Be the customer main point of contact across departments.
• Coordinate training and participate in FAT and machine checkout prior to shipment.

Skills

Team player

Technical skills

Customer service

Communication

Multitasking

Interdepartmental collaboration

Problem solving

Education

2 year technical degree or 4 years experience

Tools

Microsoft Office (Word/Excel)

Job description

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. With over 3,000 installations in nearly 40 countries, Federal leads the industry with high-speed rotary and inline liquid filling and capping equipment for manufacturers of aerosol, pourable, and non-pourable viscous and semi-viscous products in the food, pharmaceutical, personal care, home care, and chemical markets. As part of the ProMach Filling & Capping business line, Federal helps our packaging customers protect and grow the reputation and trust of their consumers. The Customer Service Coordinator role at Federal is responsible essential job functions to ensure the company’s customer service objectives/goals are achieved ensuring customers receive prompt, high-quality product support. Reports to the LCM Director.

Key Job Responsibilities

• Schedule and monitor workload for service technicians
• Provide Quotes for service installations, retrofits, and preventive maintenance service visits
• Maintain a high profile customer contact to guarantee quality service
• Provide assistance with warranty issues
• Review service reports for required follow-up
• Professionally handle service calls in a proactive and timely manner with minimum assistance.
• When assistance is required by other departments, remain involved while continuing to be the customer main point of contact.
• Team Player in Project Managing Aftermarket Retrofits
• Assist with cost-effective scheduling of travel for service technicians
• Be proactive in continuously improving the Service Department
• Assist in coordinating training to ensure that technicians constantly improve technical skills.
• Available for travel due to company needs (<10%)
• Completes other tasks as assigned by supervisor
• Provides support directly to customers and end users, e.g., receive and respond to customer inquiries, resolve customer problems, etc.
• Handles customer problem resolution through coordinating efforts of various functions e.g. engineering, manufacturing, sales, parts, purchasing, accounting, etc.
• Analyzes inquiries to understand product problems and/or weaknesses.
• Communicates with other functions in the company to facilitate their efforts to overcome these “problems and/or weaknesses” for future business.
• Establishes standards for service technicians and office support employees that insures company’s customer service goals are achieved.
• Oversee Warranty Cost program to insure expenses meet the Company’s objective, providing analysis and feedback to other functions in the company to prevent recurrence.
• Acts as a technical resource for other departments.
• Coordinate customer training.
• Lead/participate in customer FAT and machine checkout prior to shipment.
• Work with the LCM Director to develop short- and long-range goals and objectives for the Customer Service office that effectively supports the overall goals and objectives of the company.

Summary of Key Qualifications

• Team player with strong technical skills
• Service related experience and knowledge of capital equipment
• Planning and organizational skills with the ability to handle multiple projects at one time
• Ability to interface effectively and professionally with customers and internal departments
• 4+ years’ experience in customer service, engineering, or production.
• Packaging experience preferred.
• 2 year related technical degree or 4 years comparable experience.
• Excellent knowledge of mechanical/electrical technical applications.
• Excellent verbal and written communication skills which includes presentation skill.
• Good computer skills (Microsoft Office – Word/Excel).
• Good interpersonal skills and ability to successfully handle a multi-tasked role.

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.

#FEDRL ProMach may not be a brand you see on store or pharmacy shelves, but we are integral to your daily life, powering the processing and packaging machines behind consumer goods, food and nutrition, health, and everyday products.

At ProMach, we are committed to responsibility, honesty, safety, and helping you grow. We seek individuals eager to shine—whether creative, strategic, technical, or persuasive—offering opportunities to shape your career in exciting directions. You’ll be challenged and rewarded, making an impact on our customers' performance while helping to build the future of packaging innovation. Our mission—to help customers protect their reputations and grow consumer trust—along with our core values, drives us to perform with passion, accountability, and proactive problem-solving. We emphasize collaboration and innovation, where every employee and voice matters, ensuring consistency and excellence in everything we do. When you join our team, you're not just taking a job; you're becoming part of something that lasts.