Service Coordinator / Admin I

ITW Food Equipment (FEG) leads the industry in designing, manufacturing, and selling food equipment products. Our well-known brands are differentiated by their unique innovations and integrated service offerings. We meet the needs of our global customers by focusing on the industry's critical issues, including sustainability, ease of use, performance, total cost of ownership and food safety.

A Service Coordinator / Admin I serves as the customer's point of contact for service and support related questions for the Vulcan Product line. The Service Coordinator's role requires a motivated individual who can troubleshoot and resolve customer application, mechanical, electrical and/or gas systems problems with exceptional customer service skills. The Service Coordinator I is expected to assist beyond client expectations. The role requires an initiative-taker, team player, detail-oriented, able to multitask, and someone who can communicate effectively.

• Answer incoming customer & technician inquiries, effectively applying problem solving techniques, educating clients, and following issues through to their successful resolution

• Receives and escalates complaints and complex service requests to senior staff as needed

• Recording issues into tracking system

• Responding to emails, voice mails, and calls

• Understanding of unique needs for large chain customers

• Remain positive and courteous

• Ability to interact with all levels within ITW plant, including assembly workers, sales representative, service manager & technicians, director of operations, operations manager, and engineering.

• Pick, pack, and ship parts for urgency customer care

• Review and test returned warranty parts

• Working knowledge of mechanical, electrical, and gas systems