Service and Warranty Coordinator

Blast Cleaning Technologies, Inc. (BCT) is proud to be the leader in shot blast innovation! We are dedicated to our customers, resulting in continuous company growth year over year. Why Work at BCT? Highly Competitive Pay, Benefit Plans, & 401K: We pay for skill AND talent. We offer a full range of comprehensive benefits & 401K employer match 50% up to 6%. Medical Insurance: 90% of Insurance Premiums are covered by BCT!!! Low deductibles, ZERO coinsurance, & extensive provider networks to utilize. Generous PTO & Paid Holidays: Take advantage of our generous PTO plans and many paid U.S. holidays. Casual Work Environment: Enjoy a casual dress code and friendly workplace. Historic Location: Work in our over $2 million investment in upgrades and refurbishment at our historic West Allis location. Innovation: Work for a company that continuously invests back into the business and the employees. With our cutting-edge foundry being a prime example of true innovation. Amenities: Enjoy free coffee, popcorn, summer cookouts, and more! Continuous Education: Venture in your future with our tuition reimbursement program and our variety of investments in your continued learning. Engaged Leadership: You will love AND know our CEO. Work with an ethical, hardworking, & interactive leader who listens to employees at all levels. Second Chance Employer: If you have the skills and work ethic, we will give you a chance. Onsite HR and IT Department: We provide dedicated onsite HR and IT support to ensure our employees' needs are met. We won't send you to a 1-800 number for help. Veteran Support: BCT supports and honors veterans. Made in America: All our components are made in the USA. Our PACT Our core values (Passionate, Accountability, Customer-Focused, & Team Player) are rooted in the visionary spirit of our CEO, Carl Panzenhagen, who began his career as a teenager working in a foundry. As an adult, his extensive industry experience and dedication led him to create a company free from bureaucracy and grounded in ethical business practices. Guided by Carl’s leadership, a small team of five evolved into a self-sustaining manufacturing powerhouse. Today, BCT proudly stands 330+ employees strong and celebrates the completion of our cutting-edge foundry, a testament to our relentless pursuit of excellence and innovation. Job Summary: Under the direction of the Service Manager, the Warranty & Service Coordinator serves as the central point of coordination for customer warranty claims, service requests, and post-installation support activities. This role works closely with Service, Project Management, Sales, Customer Service, Engineering, Manufacturing, and Parts teams to ensure customer issues are addressed promptly, communicated effectively, and resolved efficiently. The Warranty & Service Coordinator is responsible for coordinating warranty claim administration, supporting service scheduling and dispatch activities, facilitating cross-functional communication, and maintaining visibility to open customer support issues. This position plays a key role in delivering exceptional customer experience by ensuring timely follow-up, accurate documentation, and effective collaboration across departments. Essential Duties & Responsibilities: Warranty Administration & Claims Coordination Manage warranty claims from initiation through resolution, including documentation, tracking, and customer communication. Coordinate claim reviews with Engineering, Manufacturing, Quality, and Service teams. Track warranty-related labor, travel, and parts costs. Maintain warranty metrics and identify trends to support continuous improvement efforts. Service Coordination & Scheduling Support Receive and coordinate customer service requests. Support Field Service scheduling by coordinating technician availability, travel requirements, and job priorities. Maintain service records, work orders, and customer communications. Serve as a primary communication link between customers and the Service team, including support for urgent service needs. Project Support & Customer Transition Management Partner with Project Management during machine installations, startups, and warranty periods. Track and coordinate resolution of post-installation issues and customer punch-list items. Support smooth transitions from project completion to ongoing service and warranty support. Service Quoting & Opportunity Coordination Prepare and coordinate service quotations for repairs, field service visits, machine upgrades, inspections, and preventative maintenance programs. Collaborate with Service, Engineering, Parts, Purchasing, and Project Management teams to develop accurate and timely customer proposals. Review labor, travel, material, and subcontractor requirements to ensure complete and competitive quotations. Follow up on outstanding quotations and support the conversion of service opportunities into booked work. Maintain quote documentation and related customer communications within ERP and CRM systems. Customer Service & Sales Collaboration Collaborate with Sales and Customer Service teams to address customer concerns and support needs. Provide updates on warranty claims, service requests, and ongoing customer support activities. Coordinate internal resources to resolve customer issues and maintain customer satisfaction. Parts & Logistics Coordination Coordinate replacement parts for warranty and service activities. Work with Parts, Purchasing, Manufacturing, and Service teams to expedite customer needs. Administer and track RMAs, warranty replacements, and returned components. Ensure required parts and resources are available for scheduled service work. Administrative & Reporting Responsibilities Maintain accurate records within ERP, CRM, and other business systems. Track and report key metrics related to warranty, service activity, response times, and customer support. Maintain documentation, service logs, and communication records. Support service quote tracking, reporting, and process improvement initiatives. Cross-Functional Collaboration Partner with Service, Project Management, Sales, Customer Service, Engineering, Manufacturing, Quality, and Purchasing teams to drive issue resolution. Participate in customer support and warranty review meetings. Support continuous improvement initiatives focused on customer experience, responsiveness, and process effectiveness. Help drive and support BCT's Culture, PACT, and Core Values. Education & Experience / Qualifications: Associate's degree in Business, Operations, Customer Service, or a related field preferred; equivalent experience considered. 2-5 years of experience in customer support, service coordination, warranty administration, project coordination, or a related role. Technical background preferred. Strong organizational, multitasking, and problem-solving skills. Excellent verbal and written communication abilities. Proficiency with Microsoft Office and ERP/CRM systems. Ability to work effectively in a cross-functional manufacturing environment. Customer-focused mindset with strong attention to detail and a commitment to exceptional service.