Parts & Service Coordinator (non-exempt)

Koenig & Bauer US, Inc•Grapevine, TX

10d•Onsite

About The Position

Koenig & Bauer is seeking a Parts & Service Coordinator to join their sales and service organization in the United States. This role is crucial for supporting a profitable, efficient, and customer-centric Service and Parts department. The coordinator will be responsible for planning, resourcing, and executing work orders for parts, installation, warranty, and chargeable service work. This position involves close collaboration with Service Managers to oversee resource coordination and communication with customers, vendors, and employees. The role may also involve consulting with the factory in Germany to support parts, service, and project management activities. A key objective is to implement and manage processes and procedures to ensure the company is “the easiest company to do business with”.

Requirements

High School Diploma or GED-equivalent required.
A minimum of three years’ experience in operations within the printing or packaging industry or other closely related industry in a service and/or parts capacity (e.g., automotive, aviation, heating and air conditioning, appliances).
Computer literacy with basic knowledge of e-mail, internet navigation, word processing, and spreadsheets.
Strong project management skills – creating and tracking project timelines.
Strong communication skills between customers, vendors, and the factory.
Understanding of technical products.
Strong time management and follow-up skills.
Good customer service skills with attentive listening, ability to ask the right questions for clarification, and prompt response.
Good verbal communication skills including the ability to communicate complex technical information to people with varying degrees of technical knowledge and ability.
Collaborative team member with the ability to build strong interpersonal relationships with external customers and other internal resources.
Ability to follow established company guidelines, procedures, documentation, and reports involving all departments.

Nice To Haves

Understanding of SAP.
Understanding of Salesforce CRM.

Responsibilities

Plan and assign technicians to work orders based on availability and necessary skills/experience.
Organize travel, parts, and specialized tools for technician assignments and prepare technicians for their tasks.
Oversee the service work order process from order receipt to scheduling and dispatching technicians, managing communication among customers, Koenig & Bauer factory, Parts Department Staff, and other departments.
Provide technical assistance to employees and customers, identify parts, and interpret machine drawings to ensure accurate part delivery.
Approve and collaborate with Service staff to provide customer quotes and pricing.
Communicate and collaborate with Koenig & Bauer Factories and customers for follow-up on quotations, resolution of pricing disputes, and specialized technical questions.
Inform Service Management of any out-of-standard issues that could escalate or have financial impact.
Regularly communicate with the NA management team on service and parts activities and opportunities.
Communicate regularly with customers regarding pricing, technical assistance, and billing disputes.
Work with Service Manager to handle escalated customer issues immediately and in accordance with company policies.
Drive process improvement by developing new or modifying existing processes and procedures to enhance departmental effectiveness and efficiency.