Service Operations Coordinator

Job Title: Service Operations Coordinator

Department: Service

Reports To: Operations Manager/General Manager

Location: Phoenix

Company: Kimball Equipment Company

About Us:

Kimball Equipment Company is a leading provider of heavy equipment, parts, and services for the aggregate and mining industry. Established in 1946, we are a third-generation family-owned business with 13 locations across the western United States. We pride ourselves on our commitment to excellence, customer service, and our core values.

Position Summary:

The Service Operations Coordinator is responsible for supporting the service department by managing administrative functions, coordinating service orders, and facilitating communication between customers, technicians, and internal departments. This role plays a key part in delivering a high-quality service experience to our customers through prompt, professional, and accurate communication and documentation.

Key Responsibilities:

• Open, process, and close service work orders promptly and accurately.
• Communicate with customers regarding service status updates, job estimates, scheduling, and follow-ups.
• Collaborate with the service team, parts department, and Service Manager/General Manager to ensure timely completion of jobs.
• Maintain accurate records of labor hours, parts usage, and service reports.
• Process and submit invoices and warranty claims efficiently.
• Ensure a high level of customer satisfaction through timely and professional communication.
• Assist in ordering parts and coordinating logistics as needed for service jobs.
• Support the Management group with reporting, scheduling, and departmental goals.
• Maintain a customer-focused approach, handling issues with urgency, empathy, and attention to detail.

Qualifications:

• High school diploma or equivalent required; associate degree preferred.
• 2+ years of administrative or customer service experience, preferably in a service, automotive, agricultural or heavy equipment industry.
• Strong customer service skills with a professional and courteous demeanor.
• Excellent written and verbal communication abilities.
• High attention to detail and strong organizational skills.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Familiarity with ERP systems or service management software is a plus.
• Ability to multitask and prioritize in a fast-paced, team-oriented environment.
• Knowledge of heavy equipment, parts, or technical services is preferred.

Working Conditions:

• Office environment with periodic exposure to the shop or yard.
• Frequent communication via phone and email with customers and technicians.
• Must be able to sit, stand, and use a computer for extended periods.