Service Coordinator

Job Description

Job Description

Description:

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 experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into raving fans. This includes both internal and external customers.
• HONOR COMMITMENTS: Do what you say you’re going to do, when you say you’re going to do it. This includes being on time for all phone calls, appointments, and meetings. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.
• LISTEN TO UNDERSTAND: Give others your undivided attention. Be present and engaged. Minimize distractions and suspend judgment. Be curious to know more rather than 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. When in doubt, do more rather than pushing the work back to them. Streamline our processes. 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. ABOUT FLACKTEK

Headquartered in Louisville, Colorado, FlackTek™ has delivered advanced materials processing solutions since 1996. We specialize in high-speed, bladeless centrifugal mixing technology — providing industry-leading performance across every stage of development, from R&D to full-scale production.

Since 2019, we’ve designed and manufactured our systems and accessories in our state-of-the-art U.S. facility, combining decades of technical expertise with nationally sourced, high-quality components. The result: the most advanced centrifugal mixing systems on the market, capable of processing volumes from grams to over 1,200 kg per hour.

With a growing global partner network, FlackTek supports customers worldwide. What truly sets us apart, however, is our service. From initial demonstrations and model selection to implementation, in-depth training, technical support, and on-site maintenance, our team is committed to your success at every step.

Whether you’re solving complex formulation challenges or scaling production, FlackTek delivers performance and support that goes far Beyond Mixing™.

All employment offers are contingent upon successful completion of FlackTek’s pre-employment screening process, including a background investigation, pre-employment drug screening, and verification of eligibility to work in the United States.

Employment with FlackTek is at-will. No manager, supervisor, or Human Resources representative has the authority to enter into any agreement for employment for a specified period of time or to make any agreement inconsistent with at-will employment.

FlackTek anticipates the application window for this position will close approximately 30 days from the date the notice was posted. However, candidate flow and business needs may require the company to shorten or extend the application window.

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.