Service Coordinator

Position Overview

Reporting to our president, based remotely; the Service Coordinator will be responsible for our field service team, and project scheduling & planning. Our in-field service includes performing highly diversified duties to install, troubleshoot, repair and maintain coffee roasting production and facility equipment according to safety, predictive and productive maintenance systems and processes to support the achievement of the site’s business goals and objectives.

The incumbent will be a self-starter that will deliver the desired customer service experience. The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability, propelling us into the future.

Responsibilities

Including, but not limited to the following:

• Schedule service projects with customer and our technical team

• Place parts orders, track, and verify delivery

• Some administrative general duties are required

• Opportunity to earn commission with technical service sales

• Making travel arrangements, including booking flights and hotels

• Oversee technical service team

• Maintains rapport with customers by analyzing work orders; planning daily travel schedule; suggesting improved methods and techniques; recommending system improvements

• Develop service project budgets and communicate variances

• Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs

• Documents service and installation actions by completing forms, reports, logs, CRM files and other records

• Maintains customer confidence by keeping service information confidential

• Produce timely and detailed service reports

• Document processes and procedures to add to training material

• Follow all company’s filed procedures and protocols

• Keep current with changing trends, economic indicators, and competitors

• Identify emerging markets, market shifts, and solicit cold leads

• Develop positive working relationship with vendors

• Work with leadership team to acquire new vendors, and corporate partners

• Attend industry events, trade shows, and exhibit at tradeshows as needed

Position Type/Expected Hours of Work
This position is part-time, permanent, and hours of work and days are varied based on business needs. This position can transition to a permanent, full time role.

 Qualifications

• High school diploma/GED

• 1+ years of coffee roasting experience, preferred but not necessary

• Strong mechanical and industrial skills with some PLC experience and HVAC is ideal

• Strong intrapersonal skills

• Committed to continuous education through workshops, seminars and conferences

• Proven field service experience

• Electronics Troubleshooting

• Equipment Maintenance

• English literacy, other languages are an asset

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.