Service Coordinator

1. POSITION SNAPSHOT In this role, you will serve as the central communication hub for FlackTek’s Service organization, ensuring customers receive responsive, professional, and proactive support throughout the service lifecycle. You will coordinate service requests, repairs, scheduling, and customer communications while maintaining accurate service records and workflow visibility across departments. By connecting customers, Service Technicians, and internal teams, you will play a critical role in delivering a seamless customer experience and supporting FlackTek’s reputation for legendary service. Success in this role requires exceptional organization, strong communication skills, attention to detail, and a commitment to continuous improvement and the FlackTek Way. This role reports to the: Service Manager 2. PRIMARY OUTCOMES Average initial customer response time = 4 business hours Customer satisfaction score = 4.5/5.0 90% of in‑house repair jobs processed within 7 calendar days of receipt 95% of customer updates delivered within committed timelines Service case backlog maintained within department targets 3. CORE RESPONSIBILITIES Own customer service requests across phone, email, and internal communication channels. Respond to customer inquiries with professionalism, urgency, and accuracy. Maintain complete and accurate Salesforce case documentation. Route technical issues and escalations to appropriate Service personnel. Coordinate repair scheduling, evaluations, and customer follow‑up activities. Provide proactive status updates throughout the repair and service process. Track repair progress, parts availability, and service order completion. Prepare basic repair quotes and administrative service documentation. Coordinate shipment timing for incoming and outgoing service equipment. Support management of customer‑owned, demo, and loaner equipment. Partner with Production, Engineering, Inventory, Logistics, Accounting, and Sales teams. Maintain service inventory records and departmental administrative processes. Identify workflow improvements that enhance customer experience and efficiency. Monitor open cases to ensure timely resolution and follow‑through. Escalate customer concerns when service commitments are at risk. Support departmental reporting and service performance tracking. 4. MINIMUM QUALIFICATIONS Education: Associate’s or Bachelor’s degree preferred Experience: 2+ years of experience in customer service, service coordination, customer support, repair administration, or related operational roles. Technical Skills: Excellent verbal and written communication skills Strong organizational and time‑management abilities Ability to manage multiple priorities in a fast‑paced environment High attention to detail and documentation accuracy Proficiency with Microsoft Office or Google Workspace Ability to learn technical products, terminology, and service processes Experience working within CRM and business software systems 5. PREFERRED QUALIFICATIONS Preferred Experience: Experience supporting industrial equipment, manufacturing, aerospace, laboratory equipment, or technical products Experience coordinating repair, maintenance, or field service activities Preferred Skills: Salesforce CRM experience MRP/ERP system experience Experience interpreting technical documentation and service records 6. SUCCESS COMPETENCIES & FUNDAMENTALS DELIVER LEGENDARY SERVICE: It’s all about the experience. With every interaction, do the small and big things that surprise people and create a “WOW” factor that turns customers into raving fans. HONOR COMMITMENTS: Do what you say you’re going to do, when you say you’re going to do it. Notify others early if a commitment can’t be fulfilled and agree on a new deliverable to be honored. LISTEN TO UNDERSTAND: Give others your undivided attention. Be present and engaged, minimize distractions, suspend judgment, and be curious to know more before jumping to conclusions. LOOK AHEAD AND ANTICIPATE: Solve problems before they happen by anticipating future issues, planning for contingencies, and addressing them in advance. Work with appropriate lead times. Preventing issues is always better than fixing them. BE EASY TO WORK WITH: Find ways to make working with you/us easier. Provide simple and complete instructions, do more rather than push work back, streamline processes, and simplify everything. Be ridiculously helpful. 7. WORK LOCATION, SCHEDULE, & TRAVEL Role Type: Full Time - Exempt Location: Onsite, in person in Louisville, CO Regular Schedule: Monday‑Friday, 8am - 5pm Travel: Up to 10% (domestic) 8. COMPENSATION & BENEFITS Compensation: Annual Base Salary Range: $24 - $30 per hour Health Benefits: Optional health, dental, and vision insurance plus company‑paid virtual and in‑person primary care via Nice Healthcare Short‑ and long‑term disability and accidental death and dismemberment insurance Company Benefits: 401(k) Plan with Employer Match Employee Stock Purchase Plan (ESPP) with company discount 10 annual company‑paid holidays 3 weeks of Paid Time Off (PTO) accrued in first year Company‑sponsored events & outings Weekly work‑sponsored team lunch stipend Optional 9/80 work schedule (eligible after 90‑day probationary period) 9. EEO & ACCOMMODATIONS FlackTek is an equal opportunity employer and is committed to creating an inclusive environment for all employees. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. FlackTek is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the hiring process and during employment. If you require a reasonable accommodation to perform the essential functions of this role, please notify the company so that appropriate arrangements can be made. #J-18808-Ljbffr