Service Coordinator

$58,240 - $72,800/Yr

Servomex - Sugar Land, TX

Full-time - Mid Level

Hybrid - Sugar Land, TX

Computer and Electronic Product Manufacturing

About the position

The Service Coordinator at Servomex plays a crucial role in providing administrative support for in-house repair services, ensuring timely responses to customer inquiries and maintaining compliance with company policies. This position serves as a direct point of contact for customers, managing communications and coordinating repair processes while fostering strong customer relationships. The role is based in Sugar Land, Texas, and offers hybrid working options.

Responsibilities

• Represent Servomex as a direct point of contact for customers sending equipment into US Service Centers.
• Review and respond to incoming customer communications in a timely manner.
• Collect customer information, update SAP & Salesforce accounts, issue RMAs, and create work orders for incoming repairs.
• Follow Servomex Compliance procedures.
• Participate in repair status reports and weekly team meetings.
• Create Warranty and Goodwill cases in Salesforce/Field Service Lightning.
• Interact with Global Coordinators to transfer regional repairs to global workshops and provide status updates.
• Manage the rental program from request & shipment to recurring invoicing.
• Provide quotations for repair services and follow-up on open quotations.
• Coordinate daily quotation needs, approval status & parts order status with the Repair Supervisor and Technicians.
• Build customer relationships using direct communications, primarily via email, and escalate to phone calls as needed.
• Assist Service management with review of customer PO accuracy and client quality questionnaires.
• Assist Finance with collections as required.
• Engage in Servomex SBS and 5S+ initiatives.
• Crosstrain with the Field Service Coordinator to strengthen customer support capacity.

Requirements

• Experience in a customer-facing service position.
• Strong record of ownership and accountability.
• Ability to function within a technical environment with strong customer advocacy skills.
• Commercial mindset with technical inclinations.
• Multi-tasking ability to prioritize work tasks effectively.
• Proficiency in Microsoft Office, Salesforce, and SAP.

Nice-to-haves

• Experience with purchase order review.
• Experience with contract review or negotiation of terms and conditions.
• Fluency in languages other than English.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Long-term disability insurance
• Paid time off (PTO)
• Paid holidays
• Two floating holidays
• Two volunteering days
• 401(k) with company match
• Discretionary bonus
• Annual performance review
• Opportunities for growth and development
• Employee Wellbeing Program
• Staff Referral Scheme
• Long Service Awards
• Global Recognition Scheme
• Company events