Aftermarket Service Coordinator

4 months ago

Grafton, United States ProMach Full time

At ProMach, we’re looking for people who want to shine. You’ll have opportunities to take your career in the direction you desire. You can be creative. Strategic. Persuasive. Influential. Meticulous. A technical enthusiast. A closer. A futurist.

As an Aftermarket Service Coordinator, you’ll be challenged and rewarded. Impact our customers’ packaging performance and efficiency every day. Help build the future of packaging automation. We’re proud of that and know you will be too.

Do we have your attention?  Keep reading. 

Rugged, cost competitive, and easy-to-use, packaging systems include vertical form fill seal equipment for all types of flexible packaging, as well as INVPack stickpack and sachet machines and Pacraft pre-made pouch machines. As part of the ProMach Flexibles business line, Matrix helps our packaging customers protect and grow the reputation and trust of their consumers. ProMach is a family of best-in-class packaging solution brands serving manufacturers of all sizes and geographies in the food, beverage, pharmaceutical, personal care, and household and industrial goods industries. ProMach brands operate across the entire packaging spectrum: filling and capping, flexibles, pharma, product handling, labeling and coding, and end of line. ProMach is headquartered near Cincinnati, Ohio, with manufacturing facilities and offices throughout North America, Europe, South America, and Asia. For more information about ProMach, visit and for more information on ProMach Careers, visit .

As an Aftermarket Service Coordinator, you will help streamline daily service operations by scheduling service visits and ensuring parts are provided in time for scheduled installations and service. You’ll help improve the efficiency and profitability of the department. This position is located in Grafton, Wisconsin and reports to the Service Manager.

Does this work interest you?

Prioritize, schedule and dispatch Field Service Technicians (FST) to customers’ facilities to perform installations, repairs, maintenance, and upgrades to their machine systems. Inform technicians on service assignments. Ensure all parts are provided in a timely fashion for scheduled service visits by coordinating closely with the parts department. Develop knowledge of the skills and capabilities of all service technicians in order to effectively service customers. Respond immediately to customer telephone calls and emails requesting repair, maintenance, or upgrades to their machine systems. Ensure that the Service Department’s telephone line and email address are consistently monitored and promptly answered. Handle customer problem resolution through coordinating the efforts of various functions e.g. engineering, manufacturing, sales, parts, etc. Maintain and enter customer information in CRM system (Salesforce) and other databases as required. Seek continuous improvement opportunities in role responsibilities and department processes. Generate accurate job orders in ERP system (Syteline) for service visits. Update the internal Service network with current Service Tech reports and invoices as needed. Collaborate with and assist other departments in order to ensure a high performing organization. Prepare correspondence as needed. Other tasks as requested by Service Manager.

What’s in it for you?

There's no monopoly on innovative ideas or limits to how far you can advance with our team. We offer an open, communicative environment that fosters individual initiative. We pride ourselves in being a company where people are happy and choose to build a career.

In addition to growth opportunities, as a ProMach employee, you receive more than just a paycheck. Total compensation includes your salary, comprehensive medical/dental programs, as well as life insurance, a generous paid time off program, and a retirement savings plan with a company match. And because we understand the importance of feeling protected, there is no waiting period for benefits – you are eligible on your first day of employment

If this sounds like you, we want to connect

Associate’s degree preferred (general, business, or technical studies). 3 or more years in customer service or packaging automation preferred. Intermediate Excel, Word, and Outlook Skills. Excellent interpersonal skills, ability to be calm under pressure. Solid verbal and written communication skills. Strong problem identification and resolution skills. Ability to effectively communicate feedback, seek it, and act on it. Ability to take direction and exercise flexibility with changing priorities. Sound analytical thinking, organizational, prioritization, and execution skills. Ability to work effectively independently and in a team environment. Ability and desire to demonstrate company’s performance culture values.

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. You will enjoy the benefits of working with a growing company that competes globally with the personal touch and feel of a smaller company where you can make an impact every day.

Curious about life at ProMach? Follow us on , , and

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.

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