Service & Parts Coordinator

Full time | In-Person

About the Role The Service & Parts Coordinator manages the full cycle of customer-facing service and parts transactions, from quoting through fulfillment, while tracking and escalating service cases according to defined SLAs. This role connects customers, field service, warehouse, and finance to ensure parts and service are delivered accurately and on time across our equipment brands.

Key Responsibilities

Quoting & Customer Service

- Prepare and issue accurate, timely quotes for parts, repairs, and service work
- Respond to customer inquiries on pricing, availability, and order status
- Coordinate with sales and technical teams to validate part numbers and pricing before quotes go out

Parts Fulfillment

- Oversee pick, pack, and ship for outgoing parts orders, ensuring accuracy and on-time shipment
- Coordinate with warehouse/inventory staff to confirm stock and resolve shortages
- Track shipments and communicate delays proactively to customers and internal teams

RMA Management

- Own the end-to-end RMA process: issuing RMA numbers, tracking returns, verifying condition/eligibility, and coordinating credits or replacements
- Maintain accurate RMA records in the ERP system
- Partner with quality and warehouse teams to resolve disputed or damaged returns

Field Service Coordination (FSM)

- Manage scheduling and dispatching of field service technicians, and track work orders through to closure
- Maintain accurate records of field service activity, parts consumption, and labor in the FSM/ERP platform




- Coordinate with technicians on parts needs for scheduled and emergency visits

Case Escalation & SLA Management

- Monitor open service cases daily and escalate any case not addressed within 24 hours
- Track case aging and flag risk items to management proactively
- Support ongoing improvement of SLAs and escalation workflows

Cross-Functional Coordination

- Serve as a key liaison between customers, sales, warehouse/logistics, and field service
- Maintain clean, accurate data across ERP, CRM, and FSM systems
- Support ad hoc reporting on parts sales, RMA trends, and service metrics

Required Qualifications

- Associate's or Bachelor's degree in Supply Chain Management, Business, Operations, or related field (or equivalent experience)
- Working knowledge of NetSuite or a comparable ERP system
- Excellent verbal and written communication skills in English
- Strong organizational skills, able to manage multiple concurrent priorities and deadlines
- Detail-oriented, with high accuracy in data entry and documentation
- Customer-service orientation with a proactive, solutions-focused approach
- Looking for a long-term position with room for career growth

Preferred Qualifications

- Experience in medical device, capital equipment, or industrial equipment service/parts operations
- Familiarity with FSM software (e.g., Salesforce Field Service, ServiceMax, or similar)
- Experience with RMA workflows in a manufacturing or distribution environment

This is a full-time, in-person role with opportunities for long-term growth within the business. Pay: $40,000.00-$45,000.00 per year

Work Location: In person

📌 Parts & Service Coordinator (Mississauga)
🏢 Medical Group
📍 Mississauga