Service Coordinator - USA

MasterMover Inc.; Charlotte (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

MasterMover Inc. in the United States is seeking a Service Coordinator to act as the central point of contact for customers and service partners, coordinating and progressing service enquiries across the US region.

You will manage cases, provide clear updates to customers and internal teams, and ensure timely resolution of service and parts requests. The role requires strong organisational and coordination skills, excellent communication, and experience with CRM or service management systems.

Qualifications

• Experience using CRM or service management systems.
• Organised and able to manage multiple enquiries in a fast-moving environment.
• Proactive approach to problem-solving and customer focus.
• Strong communication and stakeholder management skills.

Responsibilities

• Managing and coordinating service enquiries across the US region.
• Logging, tracking, and progressing service cases through CRM systems.
• Providing clear updates to customers and internal teams.
• Coordinating technical support requests and parts orders.
• Working with internal teams including Technical Support, Parts Operations, Engineering, Production, Sales and Warranty.
• Supporting service partners in arranging on-site technician visits and repairs.
• Monitoring service cases to ensure timely resolution and customer satisfaction.

Skills

Organisational skills

Coordination skills

Excellent communication

Stakeholder management

Prioritisation

Attention to detail

CRM experience

Problem-solving

Tools

CRM systems

Job description

MasterMover is a leading provider of innovative material handling solutions. Our electric tug technology helps organisations move heavy loads safely and efficiently, improving workplace productivity and safety.

Our patented products are trusted by leading global brands across multiple industries to enhance operational efficiency and workplace safety. With our global headquarters based in the UK and sales operations in the USA, France and Germany, along with an extended network of sales partners and territory managers, MasterMover continues to grow internationally.

It's an exciting time to join our team and be part of a company focused on innovation, customer success, and continuous improvement.

Position Overview:

As a Service Coordinator, you will act as a central point of contact for customers and service partners, coordinating and progressing service enquiries.

This role focuses on effective case management, cross-functional collaboration, and the timely resolution of service and parts requests. You will play a key role in ensuring customers receive a consistent, high-quality service experience while working closely with teams across the business.

Responsibilities:

• Managing and coordinating service enquiries across the US region
• Logging, tracking, and progressing service cases through CRM systems
• Providing clear updates to customers and internal teams
• Coordinating technical support requests and parts orders
• Working with internal teams including Technical Support, Parts Operations, Engineering, Production, Sales, and Warranty
• Supporting service partners in arranging on-site technician visits and repairs
• Monitoring service cases to ensure timely resolution and customer satisfaction
• Identifying trends, recurring issues, and opportunities for service improvementProviding administrative support to the business as required

Who we're looking for:

We're looking for someone who is organised, proactive, and customer-focused, with the ability to manage multiple enquiries in a fast-moving environment.

You'll likely bring:

• Strong organisational and coordination skills
• Excellent communication and stakeholder management
• Ability to prioritise and manage multiple tasks effectively
• High attention to detail and data accuracy
• Experience using CRM or service management systems
• A proactive approach to problem-solving
• Opportunity to work for a globally recognised industry leader with a track record of innovation and excellence
• Competitive salary and benefits
• Collaborative and supportive work environment that values creativity, initiative, and continuous learning
• Exciting career growth opportunities with a company that is committed to investing in its employees and promoting from within