SERVICE COORDINATOR

GOSIGER MACHINE TOOL LLC; Kent (WA); On-site; USD 50,000 - 69,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Short- and Long-Term Disability

Paid time off and holiday pay

401K plan with company match

Maternity and Paternity leave

Job summary

Gosiger Northwest in Kent, WA is seeking a Service Coordinator to provide in-house customer support and scheduling for a CNC service organization. The role focuses on dispatch coordination, status updates, and maintaining service data with the Service Manager to optimize performance and customer satisfaction.

The position requires strong interpersonal and written communication, professionalism with customers and staff, and proficiency in MS Word/Excel/PowerPoint.

Qualifications

• Understanding of CNC service organization internal workings.
• Ability to maintain professional conduct with customers, vendors and staff.
• Strong interpersonal and written communication skills.
• Proficiency with Microsoft Word, Excel and PowerPoint; willingness to learn new software.

Responsibilities

• Receive all service schedule related calls/emails from the Call Center and respond promptly.
• Ensure the correct technician is dispatched; inform the customer of status/ETA.
• Maintain the service schedule and track open jobs from start to finish.
• Coordinate with Sales to schedule all new machine installs.
• Provide installation preparation information to customers before the date.
• Review installation sheets and prep the Service Eng. for the job.
• Process install paperwork/backups to the manufacturer.
• Assist with service parts orders and track warranty/exchange parts.
• Stay involved with in-house installations, retrofits or turnkey projects.
• Enter supplier information in the system and close out as needed.
• Maintain inventory records for books and miscellaneous parts.
• Review work orders daily and process APB; assist invoicing and collections.
• Support HR with customer requirements (insurance, badges, etc.).
• Travel to Gosiger offices for meetings or training as needed.
• Continuously review processes and seek improvements.

Skills

CNC service knowledge

Customer relations

Interpersonal communication

Written communication

MS Word/Excel/PowerPoint

Problem solving

Tools

Microsoft Office

Job description

Job Details

Job Location: Gosiger Northwest - Kent, WA 98032

Salary Range: $38.00 - $50.00 Hourly

PAY RANGE: $36-$40/hr

The Service Coordinator is primarily an in-house resource to provide customer support both externally & internally. Scheduling and maintaining the data in our service business system is this position’s focus. The Service Coordinator must have exceptional internal/external (customer/co-worker) relations. The ability to react as a professional in adverse conditions & conflict regarding scheduling and customer complaints is a must. This individual must be compassionate & empathetic to customers’ needs while still maintaining Gosiger’s bottom line. A general understanding of a CNC service organization' inner workings is required. This position will work closely with the Service Manager to ensure the department maintains an optimum level of performance & customer satisfaction.

ESSENTIAL RESPONSIBILITIES:

• Receive all service schedule related phone calls / Service Group emails from the Call Center and respond in a timely manner.
• Assure that the appropriate technician is dispatched. Communicate with the customer concerning the job status and our ETA.
• Maintain the service schedule in conjunction with the Service Manager and track open jobs from beginning to end.
• Coordinate with Sales Dept. and schedule all new machine installs.
• Provide proper installation preparation information to the customers prior to the installation date.
• Review all machine installation sheets prior to machine installation and makes sure Service Eng. is properly prepared for the job at hand.
• Process all the install paperwork / backups back to the manufacturer.
• Assist with service parts orders:
  • Work with parts division referring to part orders from technicians in the field.
  • Assure part orders are on job correctly for processing.
  • Keep in contact with both the technician and the customer regarding all ongoing parts related issues.
  • Maintain and track all warranty and exchange parts.
  • Work with the parts department to track in-house inventory (i.e. board kits and tools) as they are moved on and off the job.
• Stay involved with any in-house installations, retrofits, or turnkey projects. Coordinate these tasks with other involved parties.
• Make sure our supplier information is entered correctly in their business system and closed out as needed.
• Help develop and maintain a user-friendly system to inventory and control all books and miscellaneous parts that come with new machines that are installed on Gosiger Showroom Floor. Provide and file all inventory paperwork for future reference to the next location.
• Review work orders from field Service Techs daily; review with Service Manager as needed and process (APB).
• Manage basic administrative service duties that contribute to timely invoicing and collections.
• Helps maintain the accuracy of the Technicians time prior to payroll dates.
• Works with HR/Corporate as needed for any special customer requirements (i.e. insurance coverage, passports, visitor's badges, etc.).
• Helps maintain the uniform ordering as needed.
• Helps provide orientation training for new service techs.
• Works with corporate on any phone or PC related maintenance, ordering or follow up.
• Travel to the other Gosiger Offices for meetings or training as needed.
• Continuously reviews current processes and searches out improvement methods. Recommends modifications and improvements to processes and procedures.
• Responsible for maintaining current technical, interpersonal and communication skills through continuous development. Progressive development of skills should be cultivated through further education, seminars, company training and other external resources such as reading material.
• All other duties as assigned.

Qualifications

• A general understanding of a CNC service organization' internal workings are required.
• Ability to maintain professional conduct when dealing with customers, builder representatives and staff.
• Good interpersonal and written communication skills.
• Strong computer skills including the ability to use Microsoft Word, Excel and Power Point along with a willingness and aptitude to learn new software programs as required.
• Good judgment, planning, decision-making and organizational skills.

CORE COMPETENCIES:

• Customer Service: directly servicing the needs of customers and/or properly recommending alternative solutions.
• Interpersonal Skills: strong communication, ability to build rapport, and relating well to all kinds of people with an emphasis of developing strong relationships with service technicians.
• Planning/Organizing: effectively preparing, prioritizing, and tracking of tasks at hand.
• Written Communication: effectively communicating through written media including a good command of the English language, grammar, punctuation, etc.
• Creativity/Innovation: the ability to come up with creative and sometimes unconventional solutions to common problems.

Working Conditions: Administrative work environment with frequent exposure to showroom floor activities and occasional exposure to a manufacturing work environment which could include moving mechanical machine parts, potentially loud equipment, etc. Continuous exposure to internal/external customer, vendor, and supplier communications.

Perks and Benefits:

• Medical, Dental, and Vision Insurance
• Short- and Long-Term Disability
• Paid time off and holiday pay
• 401K plan with company match
• Maternity and Paternity leave