Methods Machine Tools, Inc.
Service Coordinator - NC
Methods Machine Tools, Inc., Charlotte, North Carolina, United States, 28245
Job Summary
The Service Coordinator is a vital role responsible for managing customer inquiries, coordinating service calls, tracking orders, and ensuring seamless communication between teams. This position demands excellent organizational skills, customer service abilities, and a proactive attitude to support the service and parts departments efficiently. The ideal candidate will be highly detail-oriented, a strong communicator, and skilled in multitasking within a fast‑paced environment. Duties/Responsibilities
Customer Communication: Receive and process service requests via phone, email, or online portals; communicate with customers regarding scheduling, updates, and service completion; address inquiries, concerns, and complaints professionally. Scheduling & Dispatching: Assign and schedule service technicians based on skill, location, and availability; prioritize urgent or emergency calls; adjust schedules for cancellations or last‑minute requests; optimize routes for efficiency. Work Order & Documentation Management: Create, manage, and close work orders in ServiceNow; maintain accurate records of customer interactions, service requests, and job statuses; ensure proper documentation of completed work, including technician notes and customer sign‑offs. Coordination with Technicians: Provide technicians with job details (location, scope, required materials); act as liaison between customers and field technicians; track technician progress and reassign work as needed. Billing & Administrative Tasks: Assist with invoicing by verifying service completion and technician reports; process warranty claims or service agreements; manage service contracts and preventive maintenance schedules. Collaboration & Continuous Improvement: Work with sales, service managers, and other departments to ensure a seamless service experience; identify and suggest process improvements to optimize workflow and customer satisfaction. Required Skill/Abilities
Exceptional customer service abilities, including written and verbal communication. Strong problem‑solving and active listening skills. Proficiency in understanding technical drawings and reference materials. Skilled in using computer applications and industry‑specific software. Patient and conflict‑resolution oriented disposition. Detail‑oriented with excellent organizational and multitasking skills. Minimum Education And Experience
High school diploma or equivalent required. Proven experience in sales, customer relations, or related roles. Travel Requirements
Occasional on‑site customer visits or team meetings. Physical Requirements
Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Additional Information
This job description is designed to provide an overview of basic skills, experiences and education required to perform the job and is not intended to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee. Methods Machine is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
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The Service Coordinator is a vital role responsible for managing customer inquiries, coordinating service calls, tracking orders, and ensuring seamless communication between teams. This position demands excellent organizational skills, customer service abilities, and a proactive attitude to support the service and parts departments efficiently. The ideal candidate will be highly detail-oriented, a strong communicator, and skilled in multitasking within a fast‑paced environment. Duties/Responsibilities
Customer Communication: Receive and process service requests via phone, email, or online portals; communicate with customers regarding scheduling, updates, and service completion; address inquiries, concerns, and complaints professionally. Scheduling & Dispatching: Assign and schedule service technicians based on skill, location, and availability; prioritize urgent or emergency calls; adjust schedules for cancellations or last‑minute requests; optimize routes for efficiency. Work Order & Documentation Management: Create, manage, and close work orders in ServiceNow; maintain accurate records of customer interactions, service requests, and job statuses; ensure proper documentation of completed work, including technician notes and customer sign‑offs. Coordination with Technicians: Provide technicians with job details (location, scope, required materials); act as liaison between customers and field technicians; track technician progress and reassign work as needed. Billing & Administrative Tasks: Assist with invoicing by verifying service completion and technician reports; process warranty claims or service agreements; manage service contracts and preventive maintenance schedules. Collaboration & Continuous Improvement: Work with sales, service managers, and other departments to ensure a seamless service experience; identify and suggest process improvements to optimize workflow and customer satisfaction. Required Skill/Abilities
Exceptional customer service abilities, including written and verbal communication. Strong problem‑solving and active listening skills. Proficiency in understanding technical drawings and reference materials. Skilled in using computer applications and industry‑specific software. Patient and conflict‑resolution oriented disposition. Detail‑oriented with excellent organizational and multitasking skills. Minimum Education And Experience
High school diploma or equivalent required. Proven experience in sales, customer relations, or related roles. Travel Requirements
Occasional on‑site customer visits or team meetings. Physical Requirements
Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Additional Information
This job description is designed to provide an overview of basic skills, experiences and education required to perform the job and is not intended to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee. Methods Machine is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
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