Service and Parts Coordinator - RION

NMC Cat•Chicago, IL

About The Position

The Service and Parts Coordinator serves as the first point of contact for customers, handling calls, scheduling service appointments, entering parts orders, and coordinating timely completion of work orders while managing related documentation. This role supports customer retention by building trust and delivering excellent service, and also assists at the parts counter by identifying customer needs, researching and ordering parts, facilitating sales, and ensuring clear communication to maximize satisfaction and sales. If you have any questions prior to applying, please reach out to our Recruiting team at [email protected] or 402-891-7555.

Responsibilities

Drive timely Work-in-Progress (WIP) management by opening and closing service calls daily, ensuring accurate documentation and proper labor/parts entry.
Schedule shop and field repairs, support technicians with parts and technical information, and maintain clear communication with customers throughout the repair lifecycle.
Ensure warranty eligibility and documentation requirements are followed in alignment with OEM policy manuals; escalate discrepancies when needed.
Build and process parts and service quotes for both customers and technicians, ensuring accuracy and timely follow-up.
Maintain clear communication with all stakeholders — updating customers, coordinating with technicians, and supporting sales on outstanding service needs.
Assist customers in identifying, sourcing, and purchasing parts; manage returns, inventory counts, and vendor invoicing to ensure accuracy and minimize equipment downtime.
Address customer concerns professionally and follow company guidelines to ensure a positive service experience.