Service Coordinator

Federal Mfg • Visalia, CA

21d

About The Position

Serpa Packaging Solutions, part of ProMach, is seeking an Aftermarket Service Coordinator to coordinate service requests, prepare quotations, schedule Field Service Technicians, and support customers and technicians. The coordinator works with Operations, Project Management, Engineering, Parts, and the Field Service Manager to define, quote, and schedule service work, maximize technician utilization, and provide a strong customer experience. The role includes managing service cases, arranging technician travel, supporting field work, and maintaining service documentation and billing readiness.

Requirements

• High school diploma or equivalent.
• Experience in service coordination, customer support, scheduling, or a related role.
• Proficiency in Microsoft Outlook, Word, and Excel.
• Strong communication, organization, and time-management skills.
• Ability to manage competing priorities, maintain accurate records, and follow through on commitments.
• Ability to work independently and collaboratively across departments.
• Ability to work overtime if needed.

Nice To Haves

• Industrial equipment or field service experience preferred.
• Salesforce or comparable CRM experience preferred.

Responsibilities

• Manage service requests and cases in Salesforce, maintaining accurate records and tracking issues through resolution.
• Respond to customer inquiries the same day, communicating next steps and timely status updates.
• Prepare service quotations and follow up on approvals for installations, repairs, preventive maintenance, training, and annual service plans.
• Coordinate technician travel while balancing customer needs, project commitments, technician qualifications, and utilization.
• Prepare and send scopes of work when technician visits are scheduled, confirming planned activities and customer preparation requirements.
• Work with the Field Service Manager, Operations, and Project Management to identify, quote, and schedule project-related field service.
• Support field technicians by coordinating parts requests, expediting orders, and securing engineering assistance.
• Contact customers about preventive maintenance, annual service plans, renewals, and upcoming service needs.
• Participate in weekly customer wrap-up meetings after service completion to review work performed and coordinate outstanding actions.
• Review travel documentation, support billing readiness, and maintain accurate service records.
• Escalate urgent issues and identify opportunities to improve service responsiveness, scheduling, and customer satisfaction.

Benefits

• Comprehensive medical and dental programs.
• Life insurance.
• Generous paid time off program.
• Retirement savings plan with a company match.
• Benefits eligibility on the first day of employment, with no waiting period.
• Growth opportunities.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED