Quality Customer Service Coordinator

Company: TIME Manufacturing Company

Position: Quality Customer Service Coordinator

Position reports to: NA Warranty Manager

Location: Westlake, TX or Waco, TX (on-site, this is not remote)

Schedule: Monday-Friday, 8:00am-5:00pm, overtime may be required

Company Overview

TIME Manufacturing Company is a leading global manufacturer of vehicle-mounted aerial lifts, digger derricks, bucket trucks, and bridge inspection equipment. Through its renowned brands—Versalift, Ruthmann, Bluelift, France Elévateur, Movex, BrandFX, and Aspen Aerials—the company serves diverse industries, including electric utility, telecommunications, bridge inspection, tree care, and other fleet-supported sectors. With a strong commitment to innovation, quality, and customer satisfaction, TIME Manufacturing Company designs and manufactures top-tier products that enable professionals to operate safely and efficiently at various heights. Our culture fosters collaboration, continuous improvement, and a passion for exceeding expectations.

Position Summary

The Quality Customer Service Coordinator serves as the front line for North American quality and warranty concerns at Time Manufacturing Company. This role provides the initial customer response, owns communication and follow-up, and coordinates with internal teams and external partners until each issue is resolved. The coordinator maintains accurate quality and warranty tickets and reporting, supports the NA Warranty Manager and Head of NA Quality, and helps improve the speed and effectiveness of issue resolution. The position also supports the Command Center as needed, with primary focus on quality and warranty matters.

This highly visible role requires sound judgment, clear and professional communication, attention to detail, and consistent follow-through as processes and business needs evolve.

Customer Communication and Issue Ownership

• Serve as the initial point of contact for customer quality and warranty calls, emails, complaints, and inquiries; acknowledge concerns promptly and communicate next steps.
• Own quality and warranty tickets from intake through closure, providing timely, accurate updates and a clear point of contact for customers.
• Gather the information needed to assess each issue, including unit details, symptoms, service history, photographs, and supporting records; route technical or coverage decisions to the appropriate owner.
• Handle sensitive concerns and escalations with professionalism, judgment, and a customer-first approach. Escalate urgent issues, delays, and business risks to the NA Warranty Manager and Head of NA Quality.

Quality and Warranty Coordination

• Coordinate across Warranty, Quality, Service, Parts, Engineering, Operations, Sales, dealers, suppliers, and customers to investigate and resolve quality and warranty issues.
• Assign or request action from the appropriate internal owner, track commitments and due dates, remove communication gaps, and follow up until the resolution is documented.
• Work closely with Warranty to streamline intake, claim handoffs, status updates, and closure while reducing repeat contacts and avoidable delays.
• Support the NA Warranty Manager and Head of NA Quality with investigations, customer follow-up, corrective action coordination, meetings, and other quality and warranty activities as assigned.

Reporting and Continuous Improvement

• Maintain complete, current records of quality and warranty tickets, customer communications, action owners, status, resolutions, and supporting documentation.
• Prepare and maintain quality and warranty reports, including ticket volume, open and aging items, response and resolution times, recurring issues, trends, and other measures requested by leadership.
• Review ticket and warranty data with the responsible teams to identify recurring issues, process gaps, and opportunities to improve quality, efficiency, effectiveness, and customer experience.
• Help standardize communication, tracking, escalation, and reporting practices; verify that actions and outcomes are captured accurately for management review.

Command Center Support

• Support the Command Center with inbound calls, emails, general inquiries, and customer follow-up as needed while prioritizing quality and warranty tickets.
• Route non-quality requests to the appropriate team, coordinate handoffs, and ensure customers receive professional and timely responses.
• Assist the Command Center Supervisor with customer service processes and initiatives when requested; share quality and warranty guidance with team members.

Basic Qualifications

• Minimum of 2 years of customer service experience in a professional, business-to-business, or operational support environment
• Strong emphasis on delivering professional, high-quality customer service
• Excellent verbal and written communication skills
• Well versed in Microsoft Office, with strong proficiency in Excel and Outlook
• Strong organizational and time management skills, with the ability to manage multiple priorities effectively
• Demonstrated critical thinking and problem-solving skills
• Comfortable making decisions independently while understanding when escalation is appropriate
• Self-starter with the ability to learn, adapt, and take on new challenges
• Comfortable coordinating tasks, following up, and holding internal partners accountable
• Ability to work collaboratively with other team members to support customer needs
• Reliable attendance and punctuality, recognizing the importance of consistent customer availability
• Ability to execute assigned direction with accuracy, attention to detail, and precision

Preferred Qualifications

• Experience in a manufacturing, industrial, or equipment-based environment
• Experience supporting service, parts, warranty, supply chain, or technical teams
• Exposure to ERP or CRM systems (Epicor, Freshworks, or similar platforms preferred)
• Experience working in a corporate command center, operations support, or customer coordination role

Core Benefits

• Competitive salary and bonus structure
• Comprehensive health, dental, and vision insurance plans
• 401(k) with company match
• Paid time off and holidays
• Professional development opportunities
• Collaborative and innovative work environment

Equal Employment Opportunity (EEO) Statement
Time Manufacturing Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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