Overview:
Become part of a respectful, innovative, and winning team that plays a critical role in the growing oriented strand board (OSB) and engineered wood products market. Recognized globally as a leader in stranding technology, Kadant Carmanah Design (KCD) designs and manufactures leading-edge machinery for a stable, in-demand industry, building on more than 100 years as a trusted industry supplier.
At KCD, our success is built on long-term customer relationships, technical excellence, and a collaborative work environment where employees are respected and empowered to succeed.
Why Work at Kadant Carmanah Design?
Everyone at KCD is aligned around a common goal: delivering high-quality equipment, service, and technical support to our customers. Our culture emphasizes teamwork, integrity, and continuous improvement. This approach has enabled decades of success and international growth within the engineered wood products industry.
The Service Coordinator is responsible for the day-to-day coordination and administration of the Service Department, ensuring efficient execution of field and in-house service activities while delivering a high level of customer support.
This role serves as the primary operational link between customers, service technicians, production, shipping, sales, and management. The Service Coordinator is responsible for coordinating technician schedules, customer communication, work order administration, service documentation, parts logistics, and service reporting to ensure service work is completed safely, efficiently, and in accordance with company procedures.
The position functions similarly to an Automotive Service Advisor within an industrial equipment manufacturing environment and plays a key role in supporting the company's aftermarket service operations.
Responsibilities:
Service Coordination
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Coordinate field and shop service technicians to maximize technician utilization and customer responsiveness.
- Schedule service calls based on customer priority, technician availability, skill requirements, and business priorities.
- Maintain the department service calendar and communicate schedule changes as required.
- Coordinate domestic and international travel arrangements for field service personnel.
- Monitor service progress and proactively address scheduling conflicts.
Customer Support
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Act as the primary point of contact for incoming service requests.
- Respond promptly to customer inquiries regarding service scheduling, job status, and service-related issues.
- Maintain professional communication throughout the service process.
- Follow up with customers following service completion to ensure satisfaction and resolve outstanding issues.
- Escalate technical or commercial issues to the Service Manager when appropriate.
Work Order Administration
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Create, update, maintain, and close service work orders within the company's ERP and service management systems.
- Review technician service reports, labor entries, expense reports, and documentation for completeness and accuracy.
- Ensure all required documentation has been received prior to work order closure.
- Support warranty claim administration and documentation.
- Coordinate service billing documentation with Finance.
Parts & Logistics Coordination
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Coordinate required service parts with Production, Shipping, and Purchasing.
- Verify parts availability prior to technician mobilization.
- Monitor shipment status and proactively communicate delays.
- Assist in identifying service parts required for upcoming work.
Documentation & Reporting
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Maintain accurate service records and customer history.
- Prepare service reports and supporting documentation.
- Track departmental Key Performance Indicators (KPIs).
- Support development and maintenance of standardized service documentation.
- Assist with continuous improvement initiatives within the Service Department.
Operational Support
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Support implementation and adherence to service processes and procedures.
- Coordinate communication between Service, Sales, Engineering, Production, Shipping, Purchasing, and Finance.
- Assist the Service Manager with operational planning and departmental initiatives.
- Ensure service documentation is properly archived and maintained.
Qualifications:
Required
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Minimum 3 years' experience in Service Coordination, Service Advisor, Dispatch, Customer Service, or similar operational role.
- Excellent organizational and time management skills.
- Strong written and verbal communication skills.
- High attention to detail and documentation accuracy.
- Ability to manage multiple priorities within a fast-paced environment.
- Proficiency with Microsoft Office (Excel, Outlook, Word).
Preferred
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Experience within industrial equipment, manufacturing, heavy equipment, forestry, automation, or automotive service industries.
- Experience using ERP systems (Epicor preferred).
- Experience using CRM or Service Management software.
- Post-secondary education in Business Administration, Operations, Mechanical Technology, or related discipline.
Performance will be evaluated using metrics including:
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Technician utilization
- Service scheduling efficiency
- Customer response time
- Service work order accuracy
- Work order closure cycle time
- Service documentation completion rate
- Parts readiness for scheduled service
- Invoice readiness cycle time
- Customer satisfaction
- Support of departmental continuous improvement initiatives
Working Conditions
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Office-based position supporting field and shop service operations.
- Frequent interaction with customers, service technicians, and internal departments.
- Occasional requirement to coordinate urgent service activities outside normal business hours.
- Minimal travel may be required for training or departmental meetings.
