AFTS Service Coordinator (40600)

General Responsibilities

This position coordinates customer experience from initial contact, service, and through installation. Providing excellent customer service to know, anticipate, and understand the customers’ business needs. This position requires exceptional communication skills, strong multi-tasking and organizational skills.

Specific Responsibilities

• Schedule service requests, maintenance visits, and Installations
• Assign work orders to appropriate service technicians or teams
• Cover resources, tools, and parts required for service delivery
• Ensure service activities meet agreed timelines and priorities
• Serve as the primary point of contact for service-related inquiries
• Communicate service schedules, updates, and delays
• Maintain high levels of customer satisfaction
• Support Service account managers and Service manager with customer needs
• Create, update, and track service tickets or work orders
• Ensure service documentation is complete and accurate
• Maintain customer, asset, and service records in ERP/CRM systems
• Support billing and invoicing accuracy by validating service data

Qualifications

• Adaptability: Responds effectively to change, shifting priorities, and evolving business and customer needs. Anticipates challenges and adjusts strategies to deliver timely, informed, and solution-oriented responses. Confronts obstacles with courage and resilience, learns from setbacks, and remains forward-focused in dynamic environments, aligning decisions with organizational values and expectations.
• Collaboration: Works effectively across teams, departments, and stakeholders to achieve shared goals and deliver value to internal and external customers. Builds respectful, professional relationships grounded in trust. Integrates diverse perspectives, addresses conflict constructively, and fosters an inclusive team environment. Shares knowledge, supports others' development, and contributes to sustained organizational growth.
• Engagement: Connects daily work to the company's broader vision and long-term success. Maintains a customer-first mindset, anticipating and addressing internal and external customer needs with professionalism and care. Contributes innovative ideas, embraces feedback, and seeks opportunities for continuous improvement. Approaches responsibilities with energy, purpose, and a commitment to sustainable value creation.
• Integrity: Communicates clearly, respectfully, and transparently in both verbal and written interactions. Actively listens, asks clarifying questions, and engages in constructive dialogue – even in difficult conversations – to build trust. Demonstrates respect for diverse perspectives and cultures. Upholds company policies and ethical standards, and maintains a strong safety-first mindset, leading by example to ensure a compliant and secure work environment.
• Ownership: Demonstrates independent judgment and personal accountability in delivering high-quality results. Takes ownership of decisions, deadlines, and outcomes with minimal oversight. Prioritizes effectively, manages time and resources responsibly, and ensures work is accurate, thorough, and aligned with company standards. Proactively communicates progress, challenges, and availability.

Qualifications

• Experience with PLC programming/troubleshooting (Allen Bradley & Siemens) and networking
• Mechanical background with industrial packaging equipment is a plus
• Possesses a strong electrical and mechanical background with the ability to read and understand blue prints and electrical documentation
• Excellent communication and troubleshooting skills are a must
• Strong attention to detail
• Strong teamwork and interpersonal skills; ability to interact with all levels within the organization
• Excellent organizational skills
• Ability to travel 25-30% with flexibility
• Ability to work independently and within teams required
• Fluent in Spanish is a plus but not a requirement
• Bachelor’s degree in Electrical and/or Mechanical Engineering preferred with 3-5 years’ experience in a manufacturing and/or Field Service Experience