Service Coordinator

Job Description

Job Description

At Cross Company, we don’t just show up for work—we show up for a company we actually own. As a 100% employee-owned industrial technology leader, we provide specialized expertise in automation, hydraulics, precision measurement, and more that keeps the world’s manufacturers moving.

We operate on the principle of Servant Leadership: we hire smart, driven people and then get out of their way so they can do what they do best. When you join the Cross team, you aren't just an employee; you’re an owner-associate in a stable, transparent, and high-performance environment where your voice truly matters.

Job Summary:

This critically important office position is where communication, customer service, multitasking, and strong organizational skills merge to provide results for the customers and the business. A successful Service Coordinator works closely with the Service Manager, technicians, and customers to schedule installations, to make service quotes, and to communicate with both internal and external customers on their service and product requirements. A successful candidate must be able to multitask, have a sense of urgency, be detail oriented, and have a strong work ethic.

Duties and Responsibilities:  

• Maintains constant and clear communication with customers and fellow associates.

• Checks In and Checks Out all items coming into and out of the site each day. Helps ensure timely turnaround time on in lab items and OTV (out to vendor), Interoffice Transfers and Repairs.

• Oversees the shipping & receiving of all Service equipment.

• Setup new prospects in Netsuite. This includes sending credit apps, standard level of service forms, tax ID forms, etc. Files or forwards all forms to corporate as required.  Ensures appropriate customer information and notes are reflected in Netsuite to include the level of service, calibration intervals, data requirements, and customer contact info.

• Maintains customer records and files as required by corporate quality requirements.

• Enters and processes all parts orders the same day they come in.  

• Completes, per set guidelines, all in shop repairs, to include check in, repair, calibration and shipping where skill set allows.

• Processes paperwork from service manager for all work and invoice the same day.  Includes spreadsheets needed by some larger PMD customers. 

• Generates recall List – Runs the report each month. Works with the Service Manager to call every customer on the recall list and get the work in the lab.  Mails recalls and phones as needed. 

• Answers all service phone calls for your territory and routes each call to the appropriate person.

• Manages 3rd party calibration

• Ensures PO’s are received for work to be done.

• Setup new customers for using myjaking.com certification access.

• Issues P.O's and creates work orders for OTV (out to vendor) items needing to be shipped out. 

• Maintains compliance with the One Quality System’s standard operating procedures, work instructions and process instructions

• Consistently maintains good work attendance and productive work ethic.

Minimum Requirements / Qualifications:

• Associates Degree preferred

• Computer competent  with standard software packages including MS Word, Excel, Outlook 

• Must be able to multitask, have a sense of urgency and great organizational skills, be detail oriented, and have a strong work ethic

• Dispatcher experience preferred

Core Competencies:

Commitment to Excellence - Check your work

Customer Relationship Management - communicate with customers to deliver better service

Team Building

Physical Demands of the Position:

• Must be able to walk, talk, hear, sit, stand, use hands repetitively

• Stoops and bends below knee level 1 – 2 times an hour

• Lifts and carries 10 pounds repetitively

• Lifts and carries less than 50 pounds but greater than 25 pounds occasionally

• Pushes / pulls objects greater than 25 pounds occasionally

• Reaches out

• Reaches overhead