After Market Coordinator

Aston Carter•Erie Township, OH

7d•$22 - $24•Onsite

About The Position

The Aftermarket Customer Service Coordinator supports the aftermarket service team by acting as a central point of contact between customers, field technicians, parts departments, and internal stakeholders. This role focuses on coordinating service activities, dispatching technicians, managing customer service requests, and tracking open service jobs through completion and billing readiness. The position is ideal for a highly organized professional who thrives in a fast-paced environment and enjoys ensuring exceptional service delivery for critical customer operations.

Requirements

Demonstrated experience managing customer service tickets and resolving customer disputes or issues.
Proven experience dispatching field service technicians and coordinating service schedules.
Strong customer communication skills, including the ability to provide detailed status updates and handle escalations professionally.
Ability to manage multiple service requests simultaneously in a fast-paced environment.
Experience tracking service jobs from initiation through completion and billing readiness.
Hands-on experience with ERP, CRM, CMMS, or dispatch systems for service coordination and documentation.
Experience with parts ordering, parts tracking, and coordinating service-related documentation.
Ability to work effectively with cross-functional teams, including technicians, leadership, parts, billing, and customer stakeholders.
Strong problem-solving abilities and customer relationship management skills.
Excellent written and verbal communication skills.

Nice To Haves

Knowledge of field service operations and aftermarket support processes.
Experience working within ERP, CRM, CMMS, or field service management systems.
Ability to collaborate in a team-oriented environment where organizational and customer service skills directly impact operational success.
Comfort with extensive phone, email, and system-based coordination throughout the workday.
Interest in developing expertise in service operations, dispatching, and aftermarket support.

Responsibilities

Coordinate daily field service schedules, including preventative maintenance, emergency service calls, repairs, and follow-up visits.
Serve as the primary contact for customers regarding scheduling, service status updates, parts quotes, and job completion details.
Manage customer service tickets from initiation through resolution, addressing customer concerns in a professional and timely manner.
Review technician service reports to verify accuracy, completeness, and proper documentation of work performed.
Coordinate parts quotes, monitor order status, and schedule return visits when additional parts or services are required.
Track open service jobs to ensure timely completion and readiness for invoicing and billing processes.
Partner closely with regional field service leaders, technicians, parts teams, billing departments, and customer stakeholders to maintain efficient service operations.
Maintain accurate records and service documentation within ERP, CRM, CMMS, or field service management systems.
Provide clear and proactive communication to customers, including status updates, follow-ups, and handling escalations when necessary.
Support billing activities by ensuring service jobs are properly documented and prepared for invoicing.
Collaborate with cross-functional teams to improve service coordination, parts tracking, and overall customer experience.