Service Coordinator
About the role
As the fastest growing distributor of foodservice equipment parts, Parts Town believes the team should be like family, valuing core values, safety, enthusiasm, integrity, courage to embrace change, and a sense of humor. The company has been recognized on the Inc. 5000 list for eleven consecutive years and the Crain’s Fast 50 list seven times. Service Coordinators (internally known as Dispatch Commanders) collaborate with Inside Service Technicians, manufacturer partners, and their service providers to manage the full warranty dispatch process from start to finish, including warranty part order entry, dispatching warranty service, performing service follow‑ups, and providing top‑notch customer service. Our team runs on teamwork, support, and good energy; we take pride in caring for manufacturer partnerships and constantly look for creative ways to improve the customer experience.
Responsibilities
- Dispatch 60‑80 service calls within a 10‑minute SLA time frame.
- Utilize mapping tools to locate service providers closest to the end‑user location and schedule service.
- Provide an exceptional experience while interacting with customers, manufacturers, and their service providers via email and phone.
- Manage the life cycle of service from dispatch to close, effectively communicating updates to involved parties.
- Document reported issues to hand off to Technicians for troubleshooting, including parts identification.
- Assist Equipment Dealers over the phone or email with service updates/questions.
- Assist with general email inquiries within a 2‑hour Service Level Agreement.
- Act as a backup to all areas of the team where business needs require.
Requirements
- Demonstrate exceptional critical thinking and problem‑solving skills.
- Enjoy working with people and take pride in providing an exceptional customer experience.
- Be detail oriented with the drive to go the extra mile.
- Have experience with Microsoft Office products and appreciate doing online research to find solutions.
- Possess a quality, high‑