Position Summary
The Service Coordinator leads regional equipment service operations across the United States and Canada, ensuring customers receive timely, effective, and technically sound support throughout the equipment lifecycle. This role oversees a team of field service technicians, drives service execution and resource coordination, and serves as the primary escalation point for complex technical issues, customer concerns, and cross-functional equipment support. The Service Coordinator plays a critical role in maximizing equipment uptime, customer satisfaction, and service excellence.
Key Responsibilities
- Lead, coach, and support a team of field service technicians across the United States and Canada, ensuring work is prioritized, executed safely, and aligned with customer and business needs.
- Oversee service operations for customer machines, including preventive maintenance, emergency response, installations, de-installations, service contracts, and technical follow-up.
- Provide advanced remote diagnostics, troubleshooting, and escalation support to minimize downtime, accelerate issue resolution, and reduce unnecessary field dispatches.
- Coordinate service scheduling, parts procurement, quotations, work order execution, customer communications, and follow-up activities to deliver a best-in-class service experience.
- Serve as the primary escalation point for complex equipment issues, recurring failures, customer concerns, and regional service strategy.
- Partner with third-party service providers, equipment manufacturers, and internal technical teams to analyze issues, develop solutions, and drive resolution.
- Support machine refurbishment programs by identifying candidate equipment, coordinating rebuild priorities, and collaborating with warehouse and refurbishment teams.
- Maintain laboratory and demonstration equipment, performing hands-on technical work as needed to support testing, training, and customer demonstrations.
- Collaborate closely with sales, applications, product management, and project teams throughout the equipment lifecycle, from pre-installation planning and commissioning through ongoing service support.
- Analyze service trends, equipment performance, recurring issues, and technician feedback to identify reliability improvements and drive continuous improvement initiatives.
- Support technical upgrade, retrofit, and reliability programs through effective resource planning and implementation of manufacturer-recommended improvements.
- Ensure service documentation, customer communications, and internal records are accurate, timely, and complete.
Required Qualifications
- Bachelor's degree in Engineering, Industrial Technology, Printing Technology, or a related technical discipline preferred; equivalent experience will be considered.
- Minimum of 10 years of experience in flexographic printing, platemaking, industrial equipment service, or a related technical service environment.
- Hands-on experience installing, maintaining, troubleshooting, and repairing industrial equipment in a customer-facing environment.
- Demonstrated success leading field service teams, coordinating resources across multiple locations, and managing competing priorities.
- Strong knowledge of preventive maintenance, equipment reliability, spare parts management, breakdown response, and customer service operations.
- Proven ability to diagnose and resolve technical issues remotely using diagnostic tools, service history, customer input, and equipment data.
- Excellent written, verbal, and interpersonal communication skills, with the ability to engage effectively with customers, technicians, vendors, and leadership.
- Ability to work independently, make sound technical decisions, and effectively prioritize and escalate critical customer issues.
- ServiceMax or similar field service management platform.
- Remote diagnostic tools such as VNC, FTP, remote access gateways, or equipment monitoring platforms.
- Microsoft Office applications, including Outlook, Excel, Word, PowerPoint, and Teams.
Preferred Skills & Competencies
- Strong troubleshooting, root-cause analysis, and problem-solving capabilities.
- Ability to interpret service data, equipment performance trends, and customer feedback to develop effective corrective actions.
- Experience coordinating external service providers, vendors, suppliers, and cross-functional internal stakeholders.
- Customer-focused mindset with the ability to remain composed, professional, and solutions-oriented in high-pressure situations.
- Strong organizational skills with the ability to manage schedules, open service issues, quotations, parts requirements, and follow-up activities across a large installed base.
- Ability to coach, mentor, and develop technicians through technical guidance, troubleshooting support, and customer service best practices.
- Continuous improvement mindset with a demonstrated ability to identify opportunities, implement process enhancements, and improve service performance.
