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About the Role

The Service Coordinator is responsible for coordinating field service activities, managing service requests, preparing service estimates and Service Agreements, scheduling technicians, supporting billing activities, and maintaining accurate service records. This role works closely with customers, field technicians, and various internal departments to ensure service activities are executed efficiently and customer commitments are met. This position operates in a high-volume, fast-paced environment where responsiveness, organization, accuracy, and follow-through are critical.

Responsibilities

Monitor and manage the Service department email inbox and Salesforce cases.
Gather customer information and service requirements for service requests, estimates, emergency calls, follow-up work, and Service Agreements.
Create service estimates in Syteline and manage related opportunities within Salesforce.
Follow up on open estimates and obtain customer purchase orders.
Support the preparation, follow-up, renewal, and administration of Service Agreements.
Schedule and dispatch field service technicians through Salesforce Field Service Lightning.
Create and maintain service appointments and calendars.
Coordinate technician schedules, travel requirements, customer site visits, and service activities.
Communicate service schedules, status updates, and schedule changes to customers and internal stakeholders.
Support emergency service requests and machine-down situations requiring expedited response.
Monitor technician time entries in Salesforce Field Service Lightning and verify alignment with Workday and customer billing records.
Review technician expense reports and per diem submissions for accuracy and compliance with company policies.
Coordinate technician travel arrangements, including emergency travel requirements when necessary.
Monitor submission of technician trip reports, daily notes, emergency call logs, and related documentation.
Ensure service documentation is complete, accurately recorded, and properly maintained within company systems.
Review service reports and technician notes to identify required follow-up actions and coordinate completion of parts quotations, additional service visits, retrofit opportunities, and customer requests.
Coordinate parts identification activities with Engineering and service personnel and submit requests to the Spare Parts department for quotation.
Coordinate follow-up service visits, retrofit activities, machine installations, and other customer support requirements identified during service activities.
Ensure customer, machine ownership, machine location, and bill-to/ship-to records are updated when changes are identified during routine service activities.
Review completed service activities to ensure required documentation is received and ready for invoicing.
Support accurate invoicing of service labor, travel, expenses, emergency support activities, and Service Agreement work.
Maintain accurate records within Salesforce, Field Service Lightning, Syteline and other company systems.
Track open service activities and follow through until customer commitments are completed.
Support departmental KPI reporting and continuous improvement initiatives.

Requirements

High School Diploma or equivalent required.
Minimum of 2 years of experience in customer service, service coordination, dispatching, scheduling, administrative support, or a related role.
Experience within a manufacturing, industrial equipment, custom machinery, field service, or aftermarket environment preferred.
Strong organizational and time-management skills with the ability to manage multiple priorities simultaneously.
Demonstrated ability to work effectively in a high-volume, fast-paced environment.
Excellent verbal and written communication skills.
Strong attention to detail and commitment to accuracy.
Strong follow-up, organizational, and problem-solving skills.
Ability to coordinate activities across multiple departments and drive requests to completion.
Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
Experience with Salesforce and Salesforce Field Service Lightning preferred.
Experience with ERP systems; Syteline experience preferred.
Familiarity with service scheduling, dispatching, service estimates, Service Agreements, purchase orders, expense reporting, and billing processes preferred.
Basic understanding of industrial machinery and field service operations preferred.

Skills

Customer service
Service coordination
Dispatching
Scheduling
Administrative support
Salesforce
Salesforce Field Service Lightning
ERP systems
Syteline
Microsoft Office
Outlook
Excel
Word
Problem-solving
Organizational skills
Time-management skills
Attention to detail
Communication skills

Location

Remote

Work Type

Full-time

Experience Level

2+ years of experience

Education Level

High School Diploma or equivalent
Associate's or Bachelor's Degree preferred

Salary/Compensations

$25-$27/hr

Benefits

Comprehensive medical/dental programs
Life insurance
Generous paid time off program
Retirement savings plan with a company match
Benefits eligible on first day of employment

About the Company

ProMach is a growing company that competes globally, with the personal touch and feel of a smaller company where you can make an impact every day.
Pro Mach, Inc. was named to the Inc. 5,000 list of the fastest growing private companies in the U.S. seven times.
We continue to introduce innovative products, enter new markets, expand our global presence, and actively acquire new capabilities.
We have the rewards, opportunities, and the market strength of a large organization combined with the entrepreneurial culture of a small, fast-paced company.

Equal Opportunity

ProMach is an Equal Opportunity Employer.
Pro Mach uses E-Verify to verify employment eligibility of all new hires to work in the United States.
Pro Mach is a drug-free workplace.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.