Service Coordinator

Description

American Scale Company, a division of American Equipment Holdings, is one of the leading Industrial Weighing solutions providers in the United States. Over the years, our ability to grow and set ourselves apart from the competition is the result of a tried and true philosophy – take care of our customers and take care of our people. 

We also believe that our people matter, which is why we are committed to providing our team members with competitive wages, attractive benefit offerings, and abundant training offerings. As one of the fastest growing companies in our industry, new opportunities are regularly available that enable our team members to develop, grow, and pursue their career passions.   

The Service Coordinator plans scale related operations (service contracts, service calls, projects, and rentals), organizes resources, and coordinates with stakeholders (the customer, technicians, office staff, and suppliers) to efficiently and effectively handle all day-to-day and week-to-week flow of events. This is key to ensure we always continue to provide the customer the best possible service. A successful service coordinator will enable the organization to anticipate workflow requirements, apply resources, and accomplish our short & long term objectives. We will strive to accomplish our work on the first attempt with zero return trips for the same issue.

Duties and Responsibilities 

• Plan daily operations for each service technician and disseminate the following day’s plan at the earliest possible time there is sufficient information or no later than 6pm. 
• Communicate with all stakeholders and respond in a prompt manner. Stakeholders include customers (existing and new), suppliers, and our team. 
• Respond to service calls and deploy technicians in the most cost effective and efficient manner while assessing the full picture. 
• Maintain status of monthly service contracts; continually update shared map and stress the importance to technicians for full situation awareness across the operation. 
• Report parts needed for stock and to complete service calls, anticipate inventory requirements, and follow the parts through to completion, including re-stock. 
• Process all parts incoming and outgoing appropriately in ERP.
• Send daily reports to headquarters including: 
• Service contracts completed 
• Service calls completed 
• Other miscellaneous operational metrics
• Develop and maintain standard inventory load plans for each vehicle and technician. Publish this information widely; assess each technician’s unique need and explain rationale. 
• Perform weekly spot checks on vehicles to ensure compliance with load plans and prepare for first time go operations. 
• Spot check vehicles to ensure they are clean and in line with their report. 
• Anticipate steady state ops (service calls + service contracts) but continually push for additional business from existing customers, as well as new business. 
• Perform activities with a proper balance of urgency and diligence.
• Manage customer scale certifications in database.
• Respond to customer request for scale certifications.
• Maintain branch quality records, test weight certifications and calibration schedules.
• Prepare service orders and process customer invoices daily.
• Additional relevant duties may be assigned.

Qualifications

• High school degree 
• Mechanically inclined is a plus. Knowledge of Microsoft Office products and responsive communication is paramount. 
• Forklift certification or experience is a plus. 
• Strong knowledge of the industrial weighing industry including exposure to high precision balances and lab scales through to large capacity rail scales although expertise in all areas is not required.
• Leads by example 
• Natural ability to converse with customers 
• Team player
• Proficiencies in Handbook 44, MSHA 46 a plus

Experience

• 3 years of experience in industrial services or closely related business preferred.

Working Conditions 

The nature of the industrial weighing business is 24/7/365 and the Service Coordinator must commit to lead their group of technicians. Special working conditions include evening and weekend work, working outdoors, working in and around industrial facilities across a wide swath of industries, working with challenging stakeholders, and so forth. Tasks outside of normal office hours may be performed remotely.

Physical Requirements

The job may be physically demanding, and the service coordinator must be able to stand for extended periods of time, lift heavy objects on a regular basis, do repetitive tasks with few breaks. The service coordinator must be able to access and clean scales as well as move 500 lbs by cart.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

American Equipment Holdings is an organization of leading overhead crane and hoist, industrial weighing, and below-the-hook service providers in the United States. Together, our companies provide comprehensive solutions for everything related to customers’ overhead crane and hoist, rigging, and weighing and measurement needs, including OSHA mandated inspections, preventative maintenance and repair field services, parts, engineering, ISO certified fabrication, new and replacement equipment, automated systems, system modernizations and training. American Equipment Holdings is one the largest and fastest growing companies in our space with more than 800 dedicated team members that serve thousands of customers throughout the United States. 

Proof of right to lawfully work in the United States required. 

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.