Service Coordinator

Kadant Carmanah•Surrey, BC

33d•Onsite

About The Position

The Service Coordinator is responsible for the day-to-day coordination and administration of the Service Department, ensuring efficient execution of field and in-house service activities while delivering a high level of customer support. This role serves as the primary operational link between customers, service technicians, production, shipping, sales, and management. The Service Coordinator is responsible for coordinating technician schedules, customer communication, work order administration, service documentation, parts logistics, and service reporting to ensure service work is completed safely, efficiently, and in accordance with company procedures. The position functions similarly to an Automotive Service Advisor within an industrial equipment manufacturing environment and plays a key role in supporting the company's aftermarket service operations.

Requirements

Minimum 3 years' experience in Service Coordination, Service Advisor, Dispatch, Customer Service, or similar operational role.
Excellent organizational and time management skills.
Strong written and verbal communication skills.
High attention to detail and documentation accuracy.
Ability to manage multiple priorities within a fast-paced environment.
Proficiency with Microsoft Office (Excel, Outlook, Word).

Nice To Haves

Experience within industrial equipment, manufacturing, heavy equipment, forestry, automation, or automotive service industries.
Experience using ERP systems (Epicor preferred).
Experience using CRM or Service Management software.
Post-secondary education in Business Administration, Operations, Mechanical Technology, or related discipline.

Responsibilities

Coordinate field and shop service technicians to maximize technician utilization and customer responsiveness.
Schedule service calls based on customer priority, technician availability, skill requirements, and business priorities.
Maintain the department service calendar and communicate schedule changes as required.
Coordinate domestic and international travel arrangements for field service personnel.
Monitor service progress and proactively address scheduling conflicts.
Act as the primary point of contact for incoming service requests.
Respond promptly to customer inquiries regarding service scheduling, job status, and service-related issues.
Maintain professional communication throughout the service process.
Follow up with customers following service completion to ensure satisfaction and resolve outstanding issues.
Escalate technical or commercial issues to the Service Manager when appropriate.
Create, update, maintain, and close service work orders within the company's ERP and service management systems.
Review technician service reports, labor entries, expense reports, and documentation for completeness and accuracy.
Ensure all required documentation has been received prior to work order closure.
Support warranty claim administration and documentation.
Coordinate service billing documentation with Finance.
Coordinate required service parts with Production, Shipping, and Purchasing.
Verify parts availability prior to technician mobilization.
Monitor shipment status and proactively communicate delays.
Assist in identifying service parts required for upcoming work.
Maintain accurate service records and customer history.
Prepare service reports and supporting documentation.
Track departmental Key Performance Indicators (KPIs).
Support development and maintenance of standardized service documentation.
Assist with continuous improvement initiatives within the Service Department.
Support implementation and adherence to service processes and procedures.
Coordinate communication between Service, Sales, Engineering, Production, Shipping, Purchasing, and Finance.
Assist the Service Manager with operational planning and departmental initiatives.
Ensure service documentation is properly archived and maintained.