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Customer Service & Warranty Coordinator

About Us

At Giant Industries, we are committed to delivering the best solutions for high pressure pumps, accessories, custom units and towel line of products.  For 53 years, this family-owned company has provided leading ideas to our OEM and distributor partners.  In Toledo, Giant manufactures a unique line of products; in addition, we partner with advanced German pump and accessory companies to help meet industrial market applications.  Our mission is to create mutually beneficial partnerships with our employees, customers and suppliers.  If you thrive on solving technical challenges, connecting with customers and being part of a trusted team, we would love to talk to you.

Basic Description

As our Customer Service & Warranty Coordinator, you will be the first line of support for our valued customers — ensuring smooth communication, efficient order handling, and accurate warranty coordination.  Expect daily collaboration with sales, accounting, and operations to provide accurate information from our customers and to your team members.

Key Responsibilities

  • Provide excellent customer service — process orders, quotes, and sales acknowledgments with accuracy and care.
  • Support customers with basic troubleshooting on pumps, accessories, and related products.
  • Coordinate between departments to resolve warranty claims, returns, and technical issues.
  • Manage the Returned Goods Authorization (RGA) process and maintain warranty databases.
  • Partner with the outside sales team on customer requests and special projects.
  • Communicate with accounting about invoices, credit memos, and past-due accounts.
  • Participate in production meetings to share updates across Sales, Operations, and Purchasing.
  • Maintain accurate records for customer files, pricing, and quotes.
  • Generate regular reports (invoices, sales goals, warranty activity).
  • Assist in planning and supporting trade shows, mailings, and other marketing efforts.

What You Will Need

  • Strong communication and customer service skills — you know how to listen and resolve issues with professionalism.
  • Organized and detail-oriented; able to manage multiple tasks and follow through on customer needs.
  • Proficient in Microsoft Office (Word, Excel, Outlook) and CRM tools.
  • Basic troubleshooting ability for mechanical or industrial products is a plus.
  • Ability to work independently while supporting a collaborative team.
  • Sitting for extended periods of time and keyboard skills.

Why You’ll Love Working Here

  • Stable, growing company with a supportive and knowledgeable team.
  • Opportunities to expand your technical and customer service skills.
  • Positive, professional environment where your contribution truly matters.
  • Occasional trade show travel and industry event participation.

To submit a resume or for further information please email jobs@giantpumps.com.

Warranty / Conversion / Power Pak Specialist

About Us:

Giant Industries is a local family-owned company, founded in Toledo, Ohio in 1972. We are an industry leader in manufacturing and distribution of high-pressure pumps. We lead the industry by designing, developing, and manufacture of positive displacement pumps, systems, accessories, and towel products. Our mission is to create mutually beneficial partnerships with employees, customers, and suppliers. While positively contributing to our community and the environment.

Job Summary:

The Warranty / Conversion / Power Pak Specialist is responsible for inspecting, diagnosing, and performing repairs on equipment or products returned under warranty. This role also involves completing product conversions, retrofits, and modifications according to company specifications and engineering updates, as well as Power Pak builds and testing. The ideal candidate has strong mechanical skills, attention to detail, and a commitment to quality and customer satisfaction.

 

Key Responsibilities

 Warranty Department

  • Inspect returned products to determine warranty eligibility and identify root causes of failure.
  • Perform repairs and/or component replacements in accordance with warranty policies and procedures.
  • Document all findings, actions taken, and parts used during warranty work.
  • Maintain accurate records of work completed, time spent, and materials used
  • Communicate effectively with engineering, customer service, and production teams to ensure repair integrity.
  • Assist in identifying product trends or recurring issues to support quality improvement efforts.
  • Maintain a clean, organized, and safe work environment.
  • Follow company safety standards and protocols.

Conversion

  • Conduct product conversions, upgrades, and reworks per engineering change orders and work orders.
  • Maintain accurate records of work completed, time spent, and materials used.
  • Communicate effectively with engineering, customer service, and production teams to ensure conversion integrity.
  • Maintain a clean, organized, and safe work environment.
  • Follow company safety standards and protocols.
  • Document all findings, actions taken, and parts used during conversion work.

Power Pak (Customer Unit) Department

  • Responsible for the fabrication, assembly, testing, and performance certification for customer units produced at Giant.

Miscellaneous

  • Travel as required to customer locations.
  • Assist maintenance as needed.
  • Assist production with production builds as needed.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with a disability.

 

Education and/or Experience

  • High school diploma or GED required, technical school training or associate degree in a related field preferred.
  • 10+ years of experience in mechanical repair, assembly, or a related technical field.
  • Strong troubleshooting and diagnostic skills.
  • Ability to read and interpret technical drawings, wiring diagrams, and schematics.
  • Expert level with hand tools, power tools, and diagnostic equipment.
  • Basic computer skills for documentation and communication, including the use of AccountMate.

Language Skills

Read and understand complex instructions, short correspondence, and memos. Write correspondence in detail. Verbally present information in one-on-one or group situations (to management and/or other employees).

Mathematical Skills

Add, subtract, multiply and divide in all units of measure using whole numbers, common fractions, and decimals. Use a calculator, ruler, calipers, micrometers, or simple math for correct results.

Reasoning Ability

Apply common sense understanding to carry out written and/or oral instructions. Deal with problems involving a few concrete variables. Study a problem and acquire a solution.

 

Physical and Visual Demands

The physical and visual demands described here are requirements of the position that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

  • Lift up to 40 lbs. on selected jobs.
  • Stand for long periods of time.
  • Ability to distinguish between colors and letters.
  • Ability for acute visual capabilities (as per part correctness) during production runs.

 

To submit a resume or for further information please email jobs@giantpumps.com.