Parts & Service Coordinator

Job Summary: The Parts & Service Coordinator supports the Region by coordinating parts required for field service calls, installations, preventive maintenance, warranty repairs, and other service-related activities. The position is primarily focused on service parts coordination, approximately 75%, and provides backup service coordination and regional support, approximately 25%, during absences, workload peaks, emergencies, or other designated coverage periods. The coordinator works closely with service engineers, regional service leadership, the Aftermarket Resolution Center (ARC), Parts, Supply Chain, Warehouse, suppliers, OEM partners, and customers to ensure the correct parts and supporting information are available when needed. Routine customer parts inquiries and customer-initiated parts orders will generally be routed through the ARC intake team. Direct customer interaction will primarily relate to active service cases, service parts requirements, assigned follow-up, or backup service coordination responsibilities.

Essential Duties & Responsibilities: Service Parts Coordination (Approximately 75%)Coordinate parts required for field service calls, installations, preventive maintenance, warranty repairs, equipment-down situations, and other assigned service activities. Review service cases and work orders to identify required parts, quantities, delivery locations, required-by dates, and supporting technical information. Identify and coordinate the sourcing of required service parts and initiate procurement activities in accordance with established approval and purchasing processes. Research and cross-reference part numbers, technical documentation, and machine information to support proper fit, function, and compatibility. Coordinate with service engineers, regional service leadership, ARC, Parts, Supply Chain, Warehouse, suppliers, and OEM partners to confirm parts requirements and availability. Monitor open service parts requests from identification through delivery and communicate shortages, substitutions, backorders, lead-time changes, and other fulfillment risks. Expedite critical service parts when machine status, customer commitments, or service schedules require accelerated action, following established approval processes. Confirm parts are staged or shipped to the correct customer, service engineer, branch, or jobsite before scheduled service activity. Maintain traceability among service cases, work orders, purchase orders, shipments, warranty claims, and returned components. Coordinate the return and disposition of unused, defective, warranty, exchange, or core components. Process or support service-related quotations, purchase orders, invoices, warranty claims, replacement requests, and associated documentation. Maintain accurate service parts records and data in ERP, inventory, service management, and other designated business systems. Support maintenance of appropriate regional service parts inventory and assist with cycle counts and reconciliation for assigned inventory. Provide service parts usage and demand information to Parts, Supply Chain, and regional service leadership, and report recurring shortages or lead-time risks. Escalate parts availability, compatibility, cost, lead-time, or fulfillment risks that may affect a scheduled service visit or customer recovery plan. Field Service Coordination (Approximately 25%)Provide backup service coordination coverage during planned or unplanned absences, workload peaks, emergencies, or other periods designated by regional service leadership. Monitor incoming service requests, phone calls, emails, and case assignments, and ensure timely acknowledgment and appropriate routing. Create, update, and maintain service cases and work orders within ServiceNow and other designated business systems. Support service scheduling and engineer assignment based on established priorities, technician capability, availability, geography, parts readiness, and customer requirements. Coordinate and schedule machine installations, preventive maintenance visits, service calls, and other assigned field activities during backup coverage. Confirm that required parts, documentation, site information, customer contacts, and access requirements are available before dispatching or scheduling service activity. Maintain accurate case status, scheduling information, customer communication, and required documentation. Monitor service activity and communicate schedule changes, emergency calls, open requirements, and customer commitments to the appropriate service personnel and leaders. Ensure complete, timely handoff notes to the primary Service Coordinator, as needed. Escalate safety concerns, extended machine-down conditions, unresolved technical issues, parts delays, scheduling conflicts, and customer commitments requiring management attention.

ARC and Customer Intake Coordination: Route routine customer parts inquiries and customer-initiated parts orders to the ARC intake team in accordance with established processes. Partner with ARC to ensure service-related parts requests contain the required machine, application, part, urgency, shipping, customer, and service-case information. Accept direct customer communication when necessary to support an active service case, urgent machine-down requirement, assigned follow-up, or backup service coordination responsibility. Maintain clear ownership and handoff communication among ARC, regional service personnel, customers, suppliers, Parts, Supply Chain, and Warehouse operations. Escalate incomplete, duplicate, or misrouted requests to prevent delays, conflicting activity, or inconsistent customer communication. Provide accurate status updates regarding service parts availability, shipment, backorder, and next steps to appropriate internal and external contacts.

Process Improvement, Reporting & Administrative Support: Identify opportunities to improve service parts ordering, fulfillment, inventory control, ARC handoffs, service coordination, and customer communication. Support continuous improvement initiatives that improve service readiness, operational efficiency, data accuracy, and customer satisfaction. Maintain accurate reports, dashboards, and records within ERP, inventory, service management, and other designated systems. Support customer visits, training documentation, audits, and other regional Aftermarket activities as assigned. Follow established approval levels and escalation processes for purchasing, freight upgrades, warranty replacements, substitute parts, scheduling commitments, and other customer or supplier commitments.

Performance Expectations: Accurate and timely service parts fulfillment and documentation. Parts readiness before scheduled service activity whenever requirements and availability permit. Proactive visibility and communication regarding backorders, shortages, delays, and critical risks. Accurate service case, work order, shipment, warranty, and return records. Clear, complete, and timely handoffs among ARC, Parts, Warehouse, service personnel, customers, and the primary Service Coordinator. Responsive and dependable support during assigned backup service coordination coverage. Reduction of avoidable service delays caused by missing, incorrect, or late parts or incomplete information.

Required Qualifications: High school diploma or equivalent required; Associate's degree or technical coursework preferred. Minimum of 3 years of experience in parts coordination, inventory management, customer service, service coordination, or a related industrial environment. Experience in the machine tool, manufacturing, industrial equipment, or related industry preferred. Strong understanding of mechanical components, technical documentation, parts schematics, and inventory processes. Proficiency with ERP systems, inventory management software, Microsoft Office, and service management platforms. Excellent organizational, communication, and customer service skills. Strong attention to detail with the ability to manage multiple priorities simultaneously. Ability to work independently and collaboratively in a fast-paced environment. Problem-solving mindset with a proactive approach to customer support and operational challenges.

Additional Information: This job description is designed to provide an overview of basic skills, experiences and education required to perform the job and is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee to perform the essential functions of the job. In instances where educational degrees are required, the company will take into consideration factors such as additional experience, training, or certifications in lieu of specific educational requirements. Methods Machine is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.