Service Coordinator

Company Summary Since 1971 Whitney Equipment Company has been the premier process sales organization in the Northwest. Whitney Equipment has a proven history of providing innovative and reliable solutions from industry leading manufacturers of municipal and industrial process equipment. With a staff of over 50 employees, our unique turn-key approach to the market provides superior customer support through account management, engineering design, and after-market service. Being proactively involved during all stages of a project's life cycle from conception, design, completion, and into post-sale support allows WECI to provide the best solutions and products to meet both the application and customer needs and requirements.

Position Summary The Service Coordinator manages repair services with the shop, communication, and workflow between customers, technicians, and internal departments. This role supports productivity, customer satisfaction, and accurate documentation across all service activities.

Key Duties And Essential Functions Customer & Service Request Management

• Serve as the primary contact for service, warranty, and parts inquiries.
• Respond to customer requests via phone, email, and in-person.
• Create, track service requests, and work orders.
• Provide customers with updates on scheduling, job progress, and completion timelines.
• Follow up with customers after a job is complete for customer satisfaction.

Scheduling & Dispatch

• Work with the Scheduler to coordinate deliveries, pickup and recommissioning of customer equipment.

Parts, Inventory & Purchasing

• Prepare quotes for the shop repairs and replacement parts, including new replacement pumps.
• Manage inventory levels for shop and trucks.
• Issue purchase orders for outside process work, replacement parts and pumps, and other shop equipment.
• Track incoming parts to ensure timely delivery of scheduled jobs.
• Work with vendors to mitigate/understand delays in delivery.

Administrative & Documentation

• Maintain accurate records.
• Assist with billing, invoicing, credit memos, and accounting coordination.
• Support annual inventory counts and administrative tasks as assigned.

Cross-Department Coordination

• Collaborate with service managers, project leaders, and sales teams.
• Ensure shop technicians have required parts, and documentation for jobs.
• Identify and support improvements to service workflows.

Supervisory Responsibilities NONE

Required Qualifications

• High School Diploma
• 1-2 years of experience in Inside Sales or a customer-facing role
• Experience with Office 365
• Experience with CRM Software
• Excellent verbal and written communication skills
• Strong organizational and time management skills
• Strong attention to detail

Preferred Qualifications

• Business or Technical degree preferred
• 5+ years of experience in Inside Sales or customer-facing role
• Math Skills with Percentages
• Experience in a machine shop or mechanical/industrial service environment
• Strong mechanical aptitude and understanding of repair shop flow

Physical Demands PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Sitting for Long Periods: This role typically involves extended periods of sitting at a desk, working on a computer, and speaking on the phone. This sedentary nature can occasionally lead to discomfort or strain, especially if ergonomic considerations aren't addressed.
• Use of Hands and Fingers: Frequent use of hands and fingers is required for typing, using a computer mouse, and handling paperwork. Fast and accurate data entry skills are often needed.
• Visual Strain: Significant screen time is common in inside sales roles, which may lead to eye strain. Regular breaks are encouraged to reduce this strain.
• Talking and Hearing: This role spends a lot of time on the phone with clients or team members, requiring clear and effective verbal communication. Listening attentively is also essential.
• Light Lifting: Light lifting, such as moving office supplies or product samples (if applicable), may occasionally be required, but typically nothing heavier than 10-20 lbs.

Working Conditions: Office Environment: The job is typically performed in an office setting, which is usually climate-controlled, well-lit, and equipped with standard office furniture and technology.

• Noise Level: Noise levels are generally moderate.
• Technology Use: The use of computers, phones, and CRM (Customer Relationship Management) software is central to the role. Inside sales reps must be comfortable navigating multiple platforms to manage leads, track sales, and communicate with customers.
• Stress and Pressure: This role is often target-driven, requiring staff to meet sales quotas or performance metrics. This can create a high-pressure environment, especially toward the end of sales cycles or reporting periods.
• High Mental Focus: This role requires maintaining a high level of focus, multitasking between phone calls, emails, and CRM systems. The work can be mentally taxing, especially when dealing with customer inquiries, objections, or negotiations.
• Collaboration: This role frequently collaborates with other departments such as marketing, customer service, and outside sales teams. Regular meetings or check-ins with supervisors are common to ensure alignment with sales goals.
• Warehouse Environment: This position requires going into the warehouse to talk with the Shop Manager and Service Technicians. Temperature may vary depending on season and climate. There may be high noise levels at times, and there may be strong smells. Wearing PPE in the warehouse is required.

Benefits

• Health insurance
• 401(k)
• Dental insurance
• Life insurance
• Paid time off
• Vision insurance

We are an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws.

#WhitneyEquipmentCo