Service Coordinator

About Komori America
Komori America is a global leader in printing technology, delivering innovative solutions to help businesses achieve exceptional print quality and efficiency. Join our team and be part of a company that values expertise, customer relationships, and cutting-edge technology!
We are seeking a proactive and detail-oriented Service Coordinator to support our field service operations. In this key role, you will serve as the primary point of contact between customers, field service technicians, and internal teams. You will manage scheduling, documentation, communication, and follow-through to ensure efficient service delivery and an exceptional customer experience.
This position plays a critical role in ensuring technicians are effectively deployed, service activities run smoothly, and customers receive timely, accurate support. The role also provides growth opportunities into service management, operations, or technical support.

Reports To: Executive VP of Service and Parts
Employment Type: Full-Time, Non-Exempt Key Relationships
You will regularly collaborate with:

• Internal and external customers
• Field Service Technicians
• Service Management
• Parts Department
• Finance/Billing

Essential Responsibilities

• Receive and document customer service requests via phone, email, and text.
• Serve as the primary communication link between customers and technicians.
• Schedule service calls, installation labor, and operational support services activities.
• Generate and distribute work orders and related documentation.
• Review post-service documentation for completeness and accuracy.
• Prepare and submit technical trouble reports to headquarters.
• Track and maintain special service tools and equipment.
• Maintain asset records for service department tools.
• Prepare written estimates for service work.
• Process service credits and related administrative transactions.
• Support root-cause analysis through data gathering and organization.
• Coordinate technician travel when needed.
• Ensure service documentation complies with internal policies and quality standards.
• Provide limited after-hours coordination support for urgent service needs.

Qualifications & Competencies
The ideal candidate demonstrates:

• Problem Solving: Identifies issues, evaluates options, and implements practical solutions.
• Customer Service: Handles concerns professionally, including challenging situations.
• Communication: Strong verbal and written communication skills.
• Cost Awareness: Works within budget guidelines; supports cost-control efforts.
• Adaptability: Thrives in a fast-paced, multi-tasking service environment.

Education & Experience

• High School Diploma or GED required
• Post-secondary education preferred
• 1-2 years of experience in service coordination, dispatch, customer support, or administrative operations

Technical Skills

• Proficiency in Microsoft Excel, Word, and Outlook
• Experience working in ERP or service management systems
• Experience with offset printing equipment or similar environments preferred .

Why Join Us?

• Competitive compensation and benefits package.
• Opportunity to work with cutting-edge printing technology.
• Collaborative and innovative work environment.
• Generous PTO, holidays, and a company-paid day off of your choice
• 401(k) with company match
• Company-subsidized Blue Cross Blue Shield health insurance plans with company-paid dental, vision, short/long term disability, AD&D, and life insurance.
• Employee referral program