Job Description
Job Description
RND Automation engineers, designs, manufactures and services robotic, packaging and assembly automation equipment. Our offerings include horizontal and vertical form fill and seal machinery, automated assembly equipment, and robotic automation for the medical device, consumer product, and industrial device industries. We have an immediate opening for a Service Coordinator in Lakewood Ranch, Florida.
The Service Coordinator is responsible for organizing, scheduling, and tracking all service activities for automation equipment, ensuring timely response, efficient operations, and exceptional customer support. This role requires strong organizational skills, technical comprehension, and the ability to work closely with customers, suppliers, and internal teams to minimize downtime and maximize customer satisfaction.
Customer Coordination
- Serve as the primary point of contact for customers regarding service requests, scheduling, and follow-up.
- Schedule and coordinate field service visits, preventive maintenance, machine installations, upgrades, retrofits, and emergency repair calls.
- Communicate status updates, timelines, and next steps to customers throughout the service process.
- Follow up after service completion to confirm customer satisfaction and close service cases.
Internal Coordination
- Communicate job details, parts requirements, and schedules to Field Service Engineers and Technicians.
- Coordinate remote technical support sessions when applicable.
- Ensure field personnel have correct PPE, site-specific safety training, and all required documentation after dispatch.
- Collaborate with engineering, manufacturing, and sales teams to align on project or customer requirements.
Parts & Logistics Management
- Track service project timelines to ensure completion within committed deadlines.
- Manage spare parts orders tied to service events, including creating parts kits for service trips.
- Monitor parts availability and coordinate with suppliers for timely delivery.
- Arrange travel, lodging, and shipping logistics for service events.
Documentation & Reporting
- Enter and maintain service requests, work orders, and customer details in the ERP/CRM system (e.g., NetSuite, HubSpot).
- Prepare and distribute service-related documentation, including quotes, work orders, and reports.
- Maintain service records for compliance, warranty, and audit purposes.
- Track warranty vs. non-warranty work to ensure accurate billing.
- Support the Service Manager with departmental reporting, invoicing, and performance metrics.
EDUCATION AND EXPERIENCE
Requires US Citizenship or Permanent Resident/Green Card holder status, an Associate’s degree or equivalent work experience in business administration, engineering technology, or related field and 2 years’ experience in a service coordination, dispatch, or administrative support role within a technical or automation-related industry. Experience working with ERP/CRM systems and coordinating field service operations preferred.
- Experience with ERP/CRM
- High level of proficiency in Excel and Word.
Principals ONLY – No Third-Party Recruiters
RND Automation Supports Equal Opportunity Employment & Diversity.