Service Coordinator

Job Title:

Service Coordinator

Department/Group

Service- Scales

Reports to:

Branch Manager

Location:

Varies

Travel Required:

No

Level/Salary Range:

Position Type:

Full, non-exempt

Job Description

Company Statement:

Kanawha Scales & Systems, is one of the leading Industrial Weighing solutions providers in the United States. Over the years, our ability to grow and set ourselves apart from the competition is the result of a tried-and-true philosophy – take care of our customers and take care of our people. American Equipment was founded in 1969 and serves thousands of customers across a variety of end markets, including light & heavy industrial, automation, mining, public utilities, government, aerospace & defense, and energy.

Position Summary:

The Service Coordinator plays a critical role in supporting our field service operations by scheduling, dispatching, and coordinating service activities for our team of scale technicians. This position ensures that customer requests are handled efficiently, service calls are completed promptly, and all necessary documentation is accurately maintained. The Service Coordinator acts as a liaison between customers, technicians, and internal departments, helping to uphold our commitment to quality service, workplace safety, and customer satisfaction. Strong organizational skills, attention to detail, and effective communication are key to success in this role.

Responsibilities:

• Field all service related phone calls and efficiently schedule technicians to complete all required service work, tasks and preventative maintenance contracts
• Notify customers in advance to maintain our service schedules
• Maintain accurate records of service activities, including service requests, work orders, and client communication
• Allocate service technicians based on skill set, availability and geographic location to optimize service delivery and minimize response time
• Create jobs and schedule in ERP system to be ready be ready for technicians in the field
• Ensure proper pricing information is on job tickets so accounts receivable can be invoiced in a timely manner
• Process completed jobs to invoice customers
• Request PO’s from customers
• Order parts as needed
• Recording keeping, including ISO documentation, service records
• Track technician expenses
• Manage call out schedule

Qualifications:

Required Skills/Abilities

• Strong communication and negotiation skills
• Attention to Detail
• Effective Multitasker
• Organized and able to handle heavy volumes and pressing deadlines
• Strong computer skills including ERP systems, Word, and Excel

Education and Experience

• High school degree required
• Ability to work overtime as needed
• Service-related background

Work Environment

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Position Type and Expected Hours of Work

This is a full-time position; typical work hours and days are Monday through Friday, 7:00 a.m. to 4 p.m.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.