Customer Service Coordinator

About the role

Join ProMach and shine. Whether you're creative, strategic, persuasive, or mechanically inclined, there’s a place for you here. Be a problem-solver, a closer, a futurist - whatever drives you. At ProMach, you'll be challenged and rewarded as you help improve packaging performance and shape the future of automation. And we’ll be proud to have you on the journey. Do we have your attention? Keep reading. With over 3,000 installations in nearly 40 countries, Federal leads the industry with high-speed rotary and inline liquid filling and capping equipment for manufacturers of aerosol, pourable, and non-pourable viscous and semi-viscous products in the food, pharmaceutical, personal care, home care, and chemical markets. As part of the ProMach Filling & Capping business line, Federal helps our packaging customers protect and grow the reputation and trust of their consumers.

Responsibilities

• Schedule and monitor workload for service technicians
• Provide quotes for service installations, retrofits, and preventive maintenance service visits
• Maintain a high‑profile customer contact to guarantee quality service
• Provide assistance with warranty issues
• Review service reports for required follow‑up
• Professionally handle service calls in a proactive and timely manner with minimum assistance; when assistance is required by other departments, remain involved while continuing to be the customer’s main point of contact
• Act as a team player in project managing aftermarket retrofits
• Assist with cost‑effective scheduling of travel for service technicians
• Be proactive in continuously improving the Service Department
• Assist in coordinating training to ensure technicians constantly improve technical skills
• Available for travel due to company needs (completes other tasks as assigned by supervisor)
• Provide support directly to customers and end users, e.g., receive and respond to customer inquiries, resolve customer problems, etc.
• Handle customer problem resolution through coordinating efforts of various functions (e.g., engineering, manufacturing, sales, parts, purchasing, accounting, etc.)
• Analyze inquiries to understand product problems and/or weaknesses; communicate with other functions to facilitate efforts to overcome these issues for future business
• Establish standards for service technicians and office support employees to ensure company’s customer service goals are achieved
• Oversee Warranty Cost program to ensure expenses meet the Company’s objective, providing analysis and feedback to other functions to prevent recurrence
• Act as a technical resource for other departments
• Coordinate customer training
• Lead/participate in customer FAT and machine checkout prior to shipment
• Work with the LCM Director to develop short‑ and long‑range goals and objectives for the Customer Service office that effectively support the overall goals and objectives of the company

Qualifications

• Team player with strong technical skills
• Service‑related experience and knowledge of capital equipment
• Planning and organizational skills with the ability to handle multiple projects at one time
• Ability to interface effectively and professionally with customers and internal departments
• 4+ years’ experience in customer service, engineering, or production; packaging experience preferred
• 2‑year related technical degree or 4 years comparable experience
• Excellent knowledge of mechanical/electrical technical applications
• Excellent verbal and written communication skills, including presentation skill
• Good computer skills (Microsoft Office – Word/Excel)
• Good interpersonal skills and ability to successfully handle a multi‑tasked role

Benefits

• No monopoly on innovative ideas or limits to how far you can advance with our team
• Open, communic