Service Coordinator

Serpa Packaging Solutions•Visalia, CA

20d

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 provide responsive support to customers and technicians. Working with Operations, Project Management, Engineering, and Parts, the coordinator ensures service work is clearly defined, quoted, and scheduled while supporting technician utilization and a strong customer experience. The role includes managing service cases in Salesforce, responding to customers, preparing quotations, coordinating technician travel and field support, and maintaining service records. The coordinator also supports preventive maintenance and annual service plans, participates in post-service customer wrap-up meetings, and helps ensure work is ready for billing. The position offers a communicative work environment and career growth opportunities.

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.
Salesforce or comparable CRM experience.

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.
Generate and send scope-of-work documents 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 proactively regarding 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.
Work overtime if needed.