Spare Parts and Service Coordinator

Dieffenbacher North America Inc.Spare Parts and Service CoordinatorJob Description Dieffenbacher is an international company that develops and manufactures hydraulic presses and complete production systems for the wood panel and composite forming industries. Our customers rely on the Dieffenbacher Spare Parts and Service teams for fast response, reliable deliveries, and on-site technical support to keep their production equipment operating efficiently. The Spare Parts and Service Coordinator is responsible for coordinating the day-to-day activities of our Spare Parts and Service operations. This position serves as a key point of contact for existing customers and works closely with the After Sales Management, Service, Engineering, Purchasing, and internal Dieffenbacher teams to ensure customer requests are handled efficiently from initial inquiry through order completion and invoicing. The successful candidate will be highly organized, customer-focused, and comfortable managing multiple priorities in a fast-paced environment. Permanent, full-time, salaried position, based on a 40-hour week Competitive benefits package and salary based on qualifications ResponsibilitiesCustomer Support & Spare Parts Work under the direction of the After Sales Manager Serve as a primary day-to-day contact for existing customers regarding spare parts and service requests Receive and review customer requests for spare parts, replacements, repairs, and service Review previous orders and available information to help identify required parts Coordinate with internal technical teams and Dieffenbacher Headquarters when additional technical information is required Receive customer purchase orders and create internal orders and order confirmations Coordinate purchasing of required parts and materials with suppliers Track open orders and follow up with suppliers and internal departments to ensure deliveries remain on schedule Provide customers with updates regarding order status, delivery dates, and potential delays Resolve order issues and coordinate solutions with customers, suppliers, and internal departments Shipping & Customs Support customers with shipping and customs requirements for spare parts orders, primarily under FCA delivery terms Prepare and provide customers with required shipping and customs documentation Provide accurate information regarding part descriptions, quantities, values, country of origin, and HS/tariff classifications Assist customers and their customs brokers with information required for Canadian and U.S. customs clearance Support customers with tariff and duty-related information when requested Maintain accurate shipping and customs records Service Coordination Coordinate service requests and service orders for on-site customer support Work with the Service Manager and Service Technicians to organize customer visits, schedules, required materials, and job requirements Track technician hours, travel expenses, and other job costs Maintain service documentation and ensure costs are properly recorded Prepare final job summaries and coordinate the information required for customer invoicing Support the After Sales Manager with service scheduling, project tracking, and customer communication Requirements Previous experience in customer service, order management, inside sales, purchasing, service coordination, or a similar role Experience working with SAP or a comparable ERP system Strong Microsoft Excel skills and general proficiency with Microsoft Office Excellent organizational and time-management skills Excellent written and verbal communication skills Ability to manage multiple priorities and follow up on outstanding items Creative problem-solving skills and a proactive approach to resolving customer issues Ability to work independently and as part of a team Able to work under pressure and adapt to changing customer requirements Able to read, write, and speak English fluently Basic understanding of shipping, customs documenta…

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