PLANNED SERVICE COORDINATOR
A Place Where People Matter.
SEB Professional is a subsidiary of Groupe SEB. At SEB Professional North America, we are a leader in the professional coffee machine industry, offering three equipment lines: Schaerer, WMF, and Curtis. Our innovative coffee machines are trusted worldwide and can be found in a variety of settings, including hotels, restaurants, coffee shops, and convenience stores. Join us in delivering exceptional coffee experiences worldwide.
Primary Purpose:
The Planned Service Coordinator ensures the timely, accurate, and customer-focused execution of planned service activities for commercial coffee equipment. The position coordinates preventive maintenance visits and assigned installation projects from readiness through completion, serving as a central point of contact among customers, authorized service providers, logistics partners, and internal teams.
What You’ll Do:
Preventive Maintenance Coordination
- Review system reports and service-contract requirements to identify equipment due for preventive maintenance and establish the required service schedule.
- Contact customers and authorized service providers to schedule visits within required maintenance intervals and confirm site access, equipment information, and service scope.
- Manage preventive maintenance email and telephone inquiries, provide timely professional responses, and route technical matters appropriately.
- Follow up with service providers to confirm completion, review service reports for completeness, and update or close Salesforce service cases with accurate labor, parts, notes, and completion information.
- Resolve scheduling conflicts, service-provider assignment issues, and capacity constraints; escalate recurring or high-impact risks to the supervisor.
- Coordinate preventive maintenance parts requirements, including availability checks, allocation, shipment, tracking, and reconciliation with service providers.
Installation Coordination
- Coordinate assigned commercial equipment installation projects from post-sale handoff through completed installation, ensuring scope, site readiness, equipment, parts, service-provider resources, and target dates are aligned.
- Process and maintain applicable sales orders in SAP and service work orders or project records in Salesforce in accordance with established procedures and approval requirements.
- Serve as the central contact for installation-related inquiries and provide proactive updates to customers and internal stakeholders regarding milestones, dependencies, scope changes, and delays.
- Coordinate customers, third-party service providers, Warehouse and Logistics, Sales Operations, Technical Support, and other stakeholders to support an efficient installation workflow.
- Track projects against committed timelines, identify obstacles early, document recovery actions, and escalate material schedule or scope risks.
- Confirm installation completion and obtain required service reports, customer acceptance information, and other documentation needed for accurate project closure.
Customer, Data, and Process Management
- Maintain complete, current, and accessible customer, equipment, order, project, service, and master-data records in approved systems.
- Prioritize work, follow through on open items, and communicate decisions and next steps clearly.
- Partner cross-functionally with Sales Operations, Warehouse and Logistics, Service Administration, Technical Support, Finance, and Customer Solutions.
- Identify recurring service or workflow issues and contribute to standard work, knowledge sharing, and continuous improvement using LEAN principles.
- Protect confidential customer and company information and follow applicable data-security, safety, and records-retention requirements.
- Perform other related duties consistent with the position’s general scope and business needs
What You'll Need:
High school diploma or GED equivalent required.
At least one year of experience in customer service, service coordination, administrative support, project coordination, sales support, call center operations, or a comparable environment.
Experience coordinating field service, preventive maintenance, commercial equipment installation, logistics, or order fulfillment preferred.
Experience working with third-party service contractors and reviewing service or installation documentation preferred.
Professional written and verbal communication skills and the ability to communicate effectively with customers, service providers, and cross-functional partners.
Demonstrated organization, follow-up, problem-solving, conflict-resolution, planning, and attention-to-detail skills.
Ability to manage multiple priorities accurately, meet deadlines, and adapt to changing schedules or customer requirements.
Working proficiency with Microsoft 365, including Outlook, Teams, and Excel.
Experience using Salesforce, SAP, or comparable CRM and ERP platforms preferred.
Ability to perform business math, including percentages, discounts, ratios, and basic cost or order calculations.
Customer-focused, accountable, collaborative, and continuous-improvement mindset.
Physical Demands and Work Environment
Regularly works at a desk and uses a computer, telephone, and other standard office equipment for extended periods.
Frequently communicates verbally and in writing and reviews detailed information on computer screens and documents.
Occasional overtime or weekend work may be required to support customer installations, planned service windows, or urgent business needs.
Occasional lifting, carrying, pushing, or pulling of service parts or office materials weighing up to 20 pounds may be req uired.
Overview:
Type of employment: Full–time, non-exempt.
Workplace type: Hybrid. Irvine, CA
Why SEB Professional North America?
At SEB Professional North America, we believe great careers are built where people feel supported, challenged, and inspired. Whether you’re working from one of our offices or enjoying a flexible work arrangement between the two, we’re committed to providing benefits, resources, and a culture that help you thrive both professionally and personally.
What We Offer:
- Comprehensive Medical, Dental, and Vision Coverage with a generous employer contribution
- 401(k) Retirement Plan with company match to help you plan for the future
- Company‑Paid Life Insurance for added peace of mind
- 12 Paid Holidays to recharge and spend time with what matters most
- Additional Voluntary Benefits and Employee Discount Programs
A Positive, Inclusive Work Culture that genuinely values work‑life balance
Onsite gym
Compensation:
Hourly Rate: $24.00-$25.50
If you’re looking for an opportunity to make an impact, grow your career, and be part of a dynamic, collaborative team, SEB Professional North America is the place for you. Apply today and take the next step in your career journey.
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- If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact HRUSA@groupeseb.com
- Groupe SEB invites any applicant and/or employee to review the Company’s written Affirmative Action Plan. This plan is available for inspection upon request by contacting HRUSA@groupeseb.com