What are the responsibilities and job description for the Parts Support Coordinator position at Viking Masek?
About Us:
Viking Masek Packaging Technologies provides innovative packaging automation for food, beverage, health, medical, and consumer goods manufacturers globally. We offer advanced solutions like vertical form fill seal (VFFS), premade pouch, stick pack machines, flow wrapping equipment, case packers, and cartoners. At Viking Masek we focus on innovation and integration, delivering complete packaging automation solutions to optimize production lines worldwide.
Job Description:
The Parts Support Coordinator is a key team member responsible for ensuring a smooth and responsive experience for our customers and internal teams throughout the spare parts order process. This role serves as a bridge between departments and a strong advocate for the customer, ensuring timely communication, efficient coordination, and ongoing alignment across all touchpoints.
By managing follow-ups, prioritizing urgent orders, and helping to resolve issues across teams, the Parts Support Coordinator allows our Spare Parts Technicians to stay focused on order fulfillment; while ensuring customers receive the service and attention they expect from Viking Masek.
Key Role Areas (KRA):
1. Customer Advocacy & Communication
2. Order Prioritization & Workflow Management
3. Cross-Functional Coordination
4. Operational Support
Job Duties & Responsibilities:
KRA #1 – Customer Advocacy & Communication
- Follow up on open sales orders to ensure customers have received everything they need and are informed of the next steps.
- Serve as a friendly, professional point of contact for customers with questions or updates on their past orders.
- Advocate internally on behalf of the customer to support timely, accurate, and complete order fulfillment.
KRA # 2 - Order Prioritization & Workflow Management
- Monitor and prioritize existing spare parts orders to ensure we’re addressing the most urgent and time-sensitive needs first.
- Coordinate with Spare Parts Technicians to balance daily workload with evolving customer priorities.
KRA # 3 - Cross-Functional Coordination
- Collaborate with internal departments—including Assembly, Quality, Engineering, and Production—to ensure alignment and clarity around parts readiness and order status.
- ??????????????Facilitate internal communication to help resolve customer issues efficiently and prevent future roadblocks.
KRA # 4 - Operational Support
- Help maintain clear documentation and visibility into open order status.
- Identify process improvements that enhance communication, reduce delays, and improve customer satisfaction.
Qualifications:
- 3 years in a customer support, operations, or coordination role (preferably in a manufacturing or machinery environment).
- Excellent communication and interpersonal skills with a strong customer service mindset.
- Highly organized and able to manage multiple priorities in a fast-paced environment.
- Experience working with ERP or order management systems.
- Team-oriented with a proactive, solution-focused approach.
Core Values:
Simple in Motion
- SERVICE: Serving our customers, colleagues, and community
- INNOVATION: Solving your unique packaging challenges
- MOTIVATION: Motivated by our story to build your story
- PARTNERSHIP: Listening with curiosity and empathy to build strong relationships
- LEADERSHIP: Confidently transforming your goals into realities
- EXCELLENCE: Committed to delivering our best
We offer a welcoming and inclusive environment in service to one another, our products, the diverse consumers we represent, and the communities we call home.
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