Service Coordinator I (60464)

We are Frymaster! We design manufacture and supply best-in-class commercial fryers for the global foodservice market. We empower you to grow with us. We recognize you and reward you. We win together as one team. Bring your passion for excellence to our table.

As Service Coordinator I you will be responsible for providing White Glove service support to Frymaster and Merco Strategic accounts by dispatching service requests to our factory-authorized service network and ensuring the timely resolution and closing out of the dispatch request in Welbilts Dispatch request system (Salesforce).

Reporting directly to the manager this position is based in Shreveport LA* but this is a remote position.

This position is open to candidates who are authorized to work and reside in the following states: Alabama Arkansas Arizona Colorado Connecticut Delaware Florida Georgia Hawaii Idaho Illinois Indiana Kansas Kentucky Louisiana Maine Maryland Massachusetts Michigan Minnesota Mississippi Missouri Montana Nebraska Nevada New Hampshire New Jersey New Mexico New York North Carolina North Dakota Ohio Oklahoma Oregon Pennsylvania Rhode Island South Carolina South Dakota Tennessee Texas Utah Vermont Washington West Virginia Wisconsin or Wyoming. Due to payroll tax and employment law requirements applicants must be located in one of these states at time of hire.

Major Accountability:

• Receive and prioritize service requests from customers by phone e-mail and customer applications (e.g. Corrigo).
• Create and follow-up on service requests in Salesforce.
• Assist in resolving any scheduling conflicts or service delays.
• Follow up with our service network to ensure service issues are resolved within 24 hours for urgent equipment down service requests and within 72 hours for standard equipment service requests.
• Close out service requests with the appropriate technician notes and resolution
• Expedite the shipping of parts for urgent repairs as needed

Key Tasks & Responsibilities:

• Communicate with customers to confirm service requests provide status updates and address any issues or concerns.
• Dispatch service requests and follow-up with service agency to ensure the service request is accepted within half an hour and obtain and ETA.
• Service Coordinator will update the dispatch request with the scheduled date/time (ETA) and the requester will receive notification.
• Service Coordinator will update dispatch request and ensure the proper customer complaint and problem resolution categories are selected before closing the request.
• Administer a post-service call survey within 24 hours after service has been performed to ensure equipment is working to customers satisfaction.
• Work closely with Welbilts RISE department to ensure strategic customers are sent a welcome communication for every installations/start-up to prepare the location for the proper use of the new equipment.
• Manage incoming calls/emails from customers service agencies and internal sales teams.
• Identify opportunities to improve the service dispatch processes and customer service.
• Prepare weekly and monthly service reports

Education & Experience:

• High School Diploma or GED
• 2-5 years of experience
• Experience in the field of Customer or Technical Service

Skills & Abilities:

• Intermediate Microsoft Office skills
• Ability to provide outstanding/world class customer service.
• Proven ability to effectively deal with all levels of internal and external contacts.
• Must have organization planning and problem solving/analytical skills.
• Must have effective communication and interpersonal skills.
• Ability to function with minimal supervision in a fast-paced environment.
• Able to deal with frequent change delay or unexpected events.
• Works well in group problem solving situations and be a team player.

Our Benefits:

We believe that our people our one of our most valuable assets. Thats why we provide our employees with a competitive benefits package that helps protect their health income and lifestyle. Some offerings are dependent upon the role work schedule or location and can include the following:

• Competitive wage
• Healthcare (medical dental vision)
• 401(k) savings plan
• Wellness Program
• Supplemental Health Plans
• Employee Assistance Program
• Training and Development
• Tuition Assistance
• Holiday Pay opportunities
• Employee discounts
• Paid Time Off (PTO)
• On-the-job training and skills development
• Basic Life Insurance
• Leave Program
• Employee Events and more

* Frymaster a Welbilt brand creates award-winning innovative commercial fryers that are taking frying technology to a new level. Weve taken the guesswork out of oil management for crews and operators. Our fryers walk crews through step-by-step processes to filter the oil simply and safely to extend oil life and increase profitability. Everybody wins with Frymaster fryers. The Frymaster facility in Shreveport LA is a division of Ali Group.

For more information about Frymaster visit

To explore more Career opportunities at Welbilt visit

Welbilt Inc. is an equal opportunity employer which values diversity in the workplace. All applicants shall receive equal consideration and treatment in employment without regard to race color religion ancestry national origin age sex marital status familial status medical condition or any other status protected by law. All recruitment hiring placements transfers and promotions will be on the basis of individual skills knowledge abilities and business need.

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