Parts & Service Coordinator

Methods Machine Tools Inc•Charlotte, NC

1d•Onsite

About The Position

The Parts & Service Coordinator supports the Region by coordinating parts required for field service calls, installations, preventive maintenance, warranty repairs, and other service-related activities. The position is primarily focused on service parts coordination, approximately 75%, and provides backup service coordination and regional support, approximately 25%, during absences, workload peaks, emergencies, or other designated coverage periods. The coordinator works closely with service engineers, regional service leadership, the Aftermarket Resolution Center (ARC), Parts, Supply Chain, Warehouse, suppliers, OEM partners, and customers to ensure the correct parts and supporting information are available when needed. Routine customer parts inquiries and customer-initiated parts orders will generally be routed through the ARC intake team. Direct customer interaction will primarily relate to active service cases, service parts requirements, assigned follow-up, or backup service coordination responsibilities.

Requirements

High school diploma or equivalent required; Associate's degree or technical coursework preferred.
Minimum of 3 years of experience in parts coordination, inventory management, customer service, service coordination, or a related industrial environment.
Experience in the machine tool, manufacturing, industrial equipment, or related industry preferred.
Strong understanding of mechanical components, technical documentation, parts schematics, and inventory processes.
Proficiency with ERP systems, inventory management software, Microsoft Office, and service management platforms.
Excellent organizational, communication, and customer service skills.
Strong attention to detail with the ability to manage multiple priorities simultaneously.
Ability to work independently and collaboratively in a fast-paced environment.
Problem-solving mindset with a proactive approach to customer support and operational challenges.

Nice To Haves

Experience supporting machine tool service operations or coordinating parts for field service activities.
Knowledge of ServiceNow or a similar service management platform.
Experience processing warranty claims, returns, exchanges, core components, and vendor coordination.
Familiarity with supply chain, logistics, shipping, inventory planning, and service scheduling principles.
Experience working with geographically dispersed field service personnel and cross-functional support teams.

Responsibilities

Coordinate parts required for field service calls, installations, preventive maintenance, warranty repairs, equipment-down situations, and other assigned service activities.
Review service cases and work orders to identify required parts, quantities, delivery locations, required-by dates, and supporting technical information.
Identify and coordinate the sourcing of required service parts and initiate procurement activities in accordance with established approval and purchasing processes.
Research and cross-reference part numbers, technical documentation, and machine information to support proper fit, function, and compatibility.
Coordinate with service engineers, regional service leadership, ARC, Parts, Supply Chain, Warehouse, suppliers, and OEM partners to confirm parts requirements and availability.
Monitor open service parts requests from identification through delivery and communicate shortages, substitutions, backorders, lead-time changes, and other fulfillment risks.
Expedite critical service parts when machine status, customer commitments, or service schedules require accelerated action, following established approval processes.
Confirm parts are staged or shipped to the correct customer, service engineer, branch, or jobsite before scheduled service activity.
Maintain traceability among service cases, work orders, purchase orders, shipments, warranty claims, and returned components.
Coordinate the return and disposition of unused, defective, warranty, exchange, or core components.
Process or support service-related quotations, purchase orders, invoices, warranty claims, replacement requests, and associated documentation.
Maintain accurate service parts records and data in ERP, inventory, service management, and other designated business systems.
Support maintenance of appropriate regional service parts inventory and assist with cycle counts and reconciliation for assigned inventory.
Provide service parts usage and demand information to Parts, Supply Chain, and regional service leadership, and report recurring shortages or lead-time risks.
Escalate parts availability, compatibility, cost, lead-time, or fulfillment risks that may affect a scheduled service visit or customer recovery plan.
Provide backup service coordination coverage during planned or unplanned absences, workload peaks, emergencies, or other periods designated by regional service leadership.
Monitor incoming service requests, phone calls, emails, and case assignments, and ensure timely acknowledgment and appropriate routing.
Create, update, and maintain service cases and work orders within ServiceNow and other designated business systems.
Support service scheduling and engineer assignment based on established priorities, technician capability, availability, geography, parts readiness, and customer requirements.
Coordinate and schedule machine installations, preventive maintenance visits, service calls, and other assigned field activities during backup coverage.
Confirm that required parts, documentation, site information, customer contacts, and access requirements are available before dispatching or scheduling service activity.
Maintain accurate case status, scheduling information, customer communication, and required documentation.
Monitor service activity and communicate schedule changes, emergency calls, open requirements, and customer commitments to the appropriate service personnel and leaders.
Ensure complete, timely handoff notes to the primary Service Coordinator, as needed.
Escalate safety concerns, extended machine-down conditions, unresolved technical issues, parts delays, scheduling conflicts, and customer commitments requiring management attention.
Route routine customer parts inquiries and customer-initiated parts orders to the ARC intake team in accordance with established processes.
Partner with ARC to ensure service-related parts requests contain the required machine, application, part, urgency, shipping, customer, and service-case information.
Accept direct customer communication when necessary to support an active service case, urgent machine-down requirement, assigned follow-up, or backup service coordination responsibility.
Maintain clear ownership and handoff communication among ARC, regional service personnel, customers, suppliers, Parts, Supply Chain, and Warehouse operations.
Escalate incomplete, duplicate, or misrouted requests to prevent delays, conflicting activity, or inconsistent customer communication.
Provide accurate status updates regarding service parts availability, shipment, backorder, and next steps to appropriate internal and external contacts.
Identify opportunities to improve service parts ordering, fulfillment, inventory control, ARC handoffs, service coordination, and customer communication.
Support continuous improvement initiatives that improve service readiness, operational efficiency, data accuracy, and customer satisfaction.
Maintain accurate reports, dashboards, and records within ERP, inventory, service management, and other designated systems.
Support customer visits, training documentation, audits, and other regional Aftermarket activities as assigned.
Follow established approval levels and escalation processes for purchasing, freight upgrades, warranty replacements, substitute parts, scheduling commitments, and other customer or supplier commitments.