What are the responsibilities and job description for the Sales Service Coordinator position at Reel Power Industrial?
Help grow a service business, one customer at a time.
Reel Power International is hiring a Sales Service Coordinator to help build our Lifecycle Support business. You’ll be the go-to contact for customers on service agreements, scheduled maintenance, parts, and repairs: quoting and selling service plans, scheduling field technicians, keeping records accurate, and following up so every customer is taken care of.
If you like working with customers, keeping a busy schedule on track, and seeing your work turn into repeat business, this role is for you.
About Reel Power International
For more than five decades, Reel Power has designed and built industrial reeling, spooling, coiling, and winding equipment for flexible materials, serving industries from fiber optics and electric vehicles to energy, aerospace, and defense. From our Oklahoma City facility, we build most equipment to order, and we partner with customers for the full life of their equipment.
How Your Time Is Spent
- Selling and renewing service agreements: ~35%
- Scheduling and supporting field service: ~25%
- Parts and repair quoting: ~20%
- Records, systems, and reporting: ~15%
- Pricing and process improvement: ~5%
What You’ll Do
Sell and renew service agreements
- Build and work a target list of customers from our installed base, recent equipment shipments, warranty expirations, and service history.
- Contact customers by phone, email, and video call to explain the value of preventive maintenance and recommend the right service plan.
- Prepare quotes and service agreements, follow up until signed, and set each new agreement up in our systems.
- Work with the equipment sales team so a service agreement is offered with every new machine sold.
- Track every agreement’s renewal date and start renewal conversations 90 days before it expires.
- Suggest upgrades, such as more frequent visits or added equipment, when a customer’s needs change.
Schedule and support field service
- Schedule preventive maintenance visits and repairs for our field technicians, balancing their availability, travel routes, and each customer’s production schedule.
- Prepare each visit: confirm scope, site contacts, and safety requirements, and make sure the right parts, tools, and checklists go with the technician.
- Arrange technician travel and keep customers informed of visit dates and any changes.
- Act as the technicians’ main contact before, during, and after each visit, and solve problems in real time.
- Review completed service reports for accuracy and completeness and confirm customer sign-off.
Quote parts and repairs
- Turn technician findings into quotes for wear parts, spare parts, and repairs, and send them to the customer within 2 business days of the visit.
- Recommend spare-parts kits for each equipment model and offer them with service agreements.
- Enter and track parts orders, coordinate with purchasing and shipping, and keep customers updated on delivery.
- Follow up on open quotes until the customer decides, and track how many quotes turn into orders.
Keep records and report results
- Maintain accurate records of every service agreement, visit, work order, open item, and renewal date in our ERP and service management systems.
- Help set up and improve our service management system as we expand it.
- Prepare weekly and monthly reports on agreements sold and renewed, on-time visits, open items, quotes, and parts sales.
Improve pricing and customer experience
- Gather visit cost and time data and work with Finance to recommend service agreement pricing and terms.
- Collect customer feedback after each visit and share recurring equipment issues with Engineering and Service.
- Suggest improvements to checklists, scheduling, and processes that save time or improve service quality.
Whom You’ll Work With
- Lifecycle Service Manager: your manager, who sets priorities and reviews results
- Service technicians: you schedule and support their visits
- Equipment sales, parts, purchasing, shipping, and Finance: partners on quotes, orders, and pricing
- Customers: maintenance managers, plant managers, and purchasing contacts at manufacturing sites
What Success Looks Like
- First 90 days: Learn our equipment, customers, and systems; own the service schedule and all active agreements; build the renewal list; send first quotes and close first new agreements.
- First 12 months: Grow the number of active service agreements; renew most agreements as they come due; keep visits on schedule; quote technician findings within 2 business days; grow parts sales from service visits.
What You Bring
- 3 years of experience in customer service, inside sales, service coordination or dispatch, contract administration, or parts sales
- Experience in a technical or industrial setting, such as manufacturing, equipment, HVAC, power generation, material handling, or facilities services
- Strong organization and time management; able to juggle many schedules and priorities
- Clear, friendly communication with customers, technicians, and coworkers
- Strong computer skills: Microsoft Office (especially Excel) and Epicor ERP, CRM, or scheduling systems
- Mechanical aptitude and willingness to learn our equipment (we provide product training)
- High school diploma or equivalent
Nice to Have
- Associate or bachelor’s degree in business, finance, supply chain, or a technical field
- Experience selling or administering service agreements, maintenance contracts, or extended warranties
- Experience with field service management software
- Knowledge of wire and cable, industrial machinery, or capital equipment
Backgrounds That Fit This Role
Service Coordinator · Service Agreement or Contracts Coordinator · Inside Sales Representative · Field Service Dispatcher or Scheduler · Parts Sales · Customer Service Representative in a technical business
What We Offer
- Competitive base pay depending on experience, plus incentives for service agreements sold and renewed and commission on parts sales
- Health, dental, vision, 401(k), paid time off, and holidays
- Product and systems training, and room to grow as Lifecycle Support grows
If you’re organized, customer-focused, and ready to grow with us, apply today.