Service and Warranty Coordinator

Blast Cleaning Technologies • West Allis, WI

3d • Onsite

About The Position

Under the direction of the Service Manager, the Warranty & Service Coordinator serves as the central point of coordination for customer warranty claims, service requests, and post-installation support. The role works with Service, Project Management, Sales, Customer Service, Engineering, Manufacturing, Quality, Parts, and Purchasing to address customer issues promptly and efficiently.

The coordinator administers warranty claims, supports service scheduling and dispatch, coordinates service quotations and parts logistics, and keeps open customer support issues visible. The position contributes to a strong customer experience through timely follow-up, accurate documentation, effective communication, and collaboration across departments.

Requirements

• 2–5 years of experience in customer support, service coordination, warranty administration, project coordination, or a related role.
• Strong organizational, multitasking, and problem-solving skills.
• Excellent verbal and written communication abilities.
• Proficiency with Microsoft Office and ERP/CRM systems.
• Ability to work effectively in a cross-functional manufacturing environment.
• Customer-focused mindset, strong attention to detail, and commitment to exceptional service.

Nice To Haves

• Associate's degree in Business, Operations, Customer Service, or a related field; equivalent experience is considered.
• Technical background preferred.

Responsibilities

• Manage warranty claims from initiation through resolution, including documentation, tracking, and customer communication.
• Coordinate warranty claim reviews with Engineering, Manufacturing, Quality, and Service teams.
• Track warranty-related labor, travel, and parts costs; maintain warranty metrics and identify trends.
• Receive and coordinate customer service requests.
• Support Field Service scheduling by coordinating technician availability, travel requirements, and job priorities.
• Maintain service records, work orders, and customer communications; act as a primary communication link between customers and the Service team, including for urgent service needs.
• Partner with Project Management during machine installations, startups, and warranty periods.
• Track and coordinate resolution of post-installation issues and customer punch-list items, and support transitions to ongoing service and warranty support.
• Prepare and coordinate service quotations for repairs, field service visits, machine upgrades, inspections, and preventative maintenance programs.
• Collaborate with relevant teams to develop accurate, timely proposals; review labor, travel, material, and subcontractor requirements.
• Follow up on outstanding quotations and support conversion of service opportunities into booked work.
• Maintain quote documentation and customer communications in ERP and CRM systems.
• Collaborate with Sales and Customer Service to address customer concerns and support needs; provide updates on claims, requests, and customer support activities.
• Coordinate internal resources to resolve customer issues and maintain customer satisfaction.
• Coordinate replacement parts for warranty and service activities and work with Parts, Purchasing, Manufacturing, and Service to expedite customer needs.
• Administer and track RMAs, warranty replacements, and returned components; ensure required parts and resources are available for scheduled service work.
• Maintain accurate records in ERP, CRM, and other business systems; track and report warranty, service activity, response-time, and customer-support metrics.
• Maintain documentation, service logs, and communication records; support quote tracking, reporting, and process improvement.
• Partner across departments to drive issue resolution, participate in customer support and warranty review meetings, and support continuous improvement initiatives.
• Help drive and support BCT's Culture, PACT, and Core Values.

Benefits

• 401K with employer match of 50% up to 6%.
• BCT covers 90% of insurance premiums; low deductibles, zero coinsurance, and extensive provider networks.
• Generous PTO and paid U.S. holidays.
• Tuition reimbursement and investments in continued learning.
• Free coffee, popcorn, summer cookouts, and other amenities.
• Casual dress code and friendly workplace.
• Onsite HR and IT support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree