Service Coordinator

Methods Machine Tools was established in 1958 with three employees and a handful of refurbished machines. Since then, the company has become one of the largest privately owned machine tool importers in North America. Methods designs and implements custom machining setups, including machine tool selection, automation integration, and turnkey automation cells. The corporate campus in Sudbury, Mass., comprises a showroom/technical center, which contains automation, applications, and a full range of cutting-edge machines. Methods has more than 300 employees, seven technology centers, one high precision machining center, and has installed more than 45,000 machines throughout North America.

The following position is available in Charlotte, NC:

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: 

1. Customer Communication:
   • Receive and process service requests via phone, email, or online portals.
   • Communicate with customers regarding scheduling, updates, and service completion.
   • Address customer inquiries, concerns, and complaints professionally.
2. Scheduling & Dispatching:
   • Assign and schedule service technicians based on skill, location, and availability.
   • Prioritize urgent or emergency service calls.
   • Adjust schedules as needed to accommodate last-minute requests or cancellations.
   • Optimize routes for efficiency.
3. Work Order & Documentation Management:
   • Create, manage, and close work orders/cases 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.
4. Coordination with Technicians:
   • Provide technicians with necessary job details, including location, scope of work, and required materials.
   • Act as a liaison between customers and field technicians.
   • Track technician progress and reassign work as needed.
5. Billing & Administrative Tasks:
   • Assist with invoicing by verifying service completion and technician reports.
   • Process warranty claims or service agreements, if applicable.
   • Manage service contracts and preventive maintenance schedules.
6. Collaboration & Continuous Improvement:
   • Work with sales, service managers, and other departments to ensure a seamless service experience as needed.
   • 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.

Supervisory Responsibilities:

· none

Travel Requirements: 

· Occasional support required for 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 designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee to perform the essential functions of the job. In instances where educational degrees are required, the company will take into consideration factors such as additional experience, training, or certifications in lieu of specific educational requirements.

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.