Parts & Service Coordinator (non-exempt)

Koenig & Bauer US•DFW Airport, TX

2d•Onsite

About The Position

Koenig & Bauer is the oldest, global printing press manufacturer in the world, with over 200 years of history in providing innovative technology and tailor-made print solutions. The company has a broad product portfolio and sets international standards in the industry. Koenig & Bauer (US) is the sales and service organization for the United States and the North American headquarters. This role is an opportunity to join a company where creativity, fascination, and passion for mechanical and electrical engineering drive the development of future printing technologies. The Parts and Service Coordinator is responsible for supporting a profitable, efficient, and customer-centric Service and Parts department by planning, resourcing, and executing work orders for parts, installation, warranty, and chargeable service work. This role involves close collaboration with Service Managers to coordinate resources and communicate with customers, vendors, and employees. The position may also involve consulting with the factory in Germany to support coordination of parts, service, and project management activities. The Parts and Service Coordinator is expected to implement and manage processes and procedures to ensure the company is easy 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 (Service, Parts, Remote Maintenance, Travel, and other functional areas).
Ability to follow established company guidelines, procedures, documentation, and reports involving all departments.

Nice To Haves

Understanding of SAP and Salesforce CRM are highly desired.

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 or request, including quotation/pricing, scheduling, dispatching technicians, and communication with external customers, internal customers, Koenig & Bauer factory, Parts Department Staff, and other Koenig & Bauer Departments and employees.
Provide technical assistance to employees and customers by identifying parts or technical solutions.
Review and interpret machine drawings to identify parts and ensure accurate delivery.
Approve and work with applicable Service staff to provide customers with quotes and pricing, which may include standard labor rates or special pricing for major repairs, customer history, or future sales opportunities.
Communicate and collaborate with Koenig & Bauer Factories and customers for follow-up on quotations/pricing for large or special orders, resolution of pricing disputes and/or receiving discrepancies, and for specialized knowledge on technical questions.
Inform Service Management of any out-of-standard issues, such as major breakdowns, labor disputes, or other special issues with potential for escalation or financial impact.
Communicate regularly and frequently with the NA management team on all service and parts related activities and opportunities.
Communicate regularly and frequently with customers on various business transactions, including pricing, technical assistance, and billing disputes.
Work with the Service Manager to handle escalated customer issues immediately and in accordance with company policies and standard operating procedures.
Drive process improvement by developing new or modifying existing processes, procedures, and programs to enhance departmental effectiveness, efficiency, and goal achievement.
Provide service technicians with patches and all related administrative support.