Service Coordinator - Service & Parts

Service Coordinator - Service & Parts

Essilor Instruments provides seamless access to state-of-the-art products, with a focus on customer satisfaction by setting new standards of excellence in the industry. Our solutions highlight eye care professionals' expertise and meet their business needs, by providing innovative solutions and technologies, ensuring patients' quality care. Through this continuous innovation, we own a leading position in major categories such as finishing equipment, eye health assessment, eye refraction and fitting measurements. Essilor Instruments is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

General Function: The Service Coordinator Service & Parts is responsible for coordinating the end-to-end flow of service work orders, including field & depot service activities, while also managing service parts coordination & inventory support. This role serves as a critical liaison between customers, sales, sales operations, service technicians, depot teams, vendors, & internal partners to ensure timely service delivery, accurate parts fulfillment, & a high level of customer satisfaction. The position requires strong organizational, communication, & problem-solving skills, with the ability to manage multiple priorities in a fast-paced service environment. The Service Coordinator creates a collaborative, customer-focused work environment that promotes teamwork, continuous improvement, operational accuracy, & service excellence.

Major Duties & Responsibilities: Service Coordination & Workflow Management: Coordinate & organize the daily flow of service work orders for field & depot service teams. Assign, prioritize, & track service activities to ensure timely completion & effective resource utilization. Serve as a primary point of contact for service-related inquiries from customers, sales, sales operations, & service teams. Monitor service progress to ensure customer satisfaction, service quality, & proper invoicing. Act as an escalation point for scheduling, service execution, or customer concerns, resolving issues professionally & efficiently.

Customer Communication & Case Management: Communicate clearly & proactively with customers regarding service status, scheduling, quotes, approvals, & issue resolution. Create service quotes & coordinate customer approvals in alignment with service & pricing guidelines. Process RMAs & coordinate customer returns into the service depot. Respond to inquiries via phone & email in a timely, professional manner, consistently delivering exceptional customer service.

Parts Coordination & Inventory Support: Coordinate parts availability to support service repairs & customer orders, ensuring minimal service disruption. Process, track, & document parts orders, usage, & returns within the ERP & service systems. Support inventory accuracy through coordination with parts teams, vendors, & logistics partners.

Cross-Functional Collaboration & Process Improvement: Work closely with Field Service, Depot Service, Sales, Sales Operations, Customer Service, & Vendors to ensure seamless service execution. Ensure compliance with internal service, inventory, & documentation standards. Duties may evolve based on business needs.

Basic Qualifications: Strong organizational & administrative skills with the ability to manage multiple priorities simultaneously. Excellent attention to detail & commitment to accuracy in service documentation & order processing. Effective written & verbal communication skills for interacting with customers & internal teams. Proficiency in Microsoft Office (Excel, Word, Outlook) & comfort using ERP, service, or inventory management systems.

Preferred Qualifications: Experience supporting field service, depot service, or technical service operations. Experience in the ophthalmic, optical, medical device, or related technical service industry.

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts. EssilorLuxottica complies with all applicable laws related to the application and hiring process. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.