Service Coordinator

About the Role

We're looking for a Service Coordinator to serve as the communication hub between customers, technicians, project managers, engineering, warehouse, and finance. In this role, you'll coordinate all aspects of the service delivery process, from initial customer contact through work order completion, ensuring timely, accurate, and professional service every step of the way.

You'll evaluate incoming service requests, gather critical information, determine the appropriate response, dispatch field technicians, track work progress, coordinate parts, and ensure work orders are completed accurately for billing.

Compensation: $50,000-$70,000
 

What You'll Do

Customer Support & Service Coordination

• Serve as the primary point of contact for incoming service requests
• Gather information necessary to accurately assess customer issues
• Troubleshoot service requests to determine the appropriate course of action
• Prioritize emergency and routine service calls based on urgency
• Maintain proactive communication with customers regarding technician arrival, service status, and follow-up

Dispatch & Scheduling

• Schedule and dispatch service technicians for emergency calls, preventive maintenance, and warranty work
• Optimize technician schedules based on location, skillset, customer priority, and workload
• Monitor technician progress throughout the day and adjust schedules as priorities change
• Coordinate after-hours and emergency service dispatch as required

Work Order Administration

• Create, update, and maintain service work orders
• Ensure all work orders contain complete customer information, labor, parts, and supporting documentation
• Review completed work orders for accuracy before billing
• Coordinate with Finance to ensure timely invoicing

Parts Coordination

• Coordinate required parts with the Warehouse and Purchasing teams
• Track backordered parts and communicate expected delivery dates to customers and technicians
• Ensure technicians have required materials prior to scheduled service

Cross-Functional Coordination

• Partner closely with Service Technicians, Project Managers, Engineering, Warehouse, and Finance
• Escalate technical or customer issues to the appropriate department when necessary

Operational Support

• Maintain accurate service records within Spectrum and related systems
• Support reporting on service response times, open work orders, and technician utilization
• Identify opportunities to improve scheduling efficiency and customer service processes
• Follow company procedures to ensure consistent service delivery

Skills for Success

Required

• 3+ years in service coordination, dispatching, customer service, or operations
• Excellent organizational and multitasking skills
• Strong communication and customer service skills
• Ability to prioritize multiple urgent requests simultaneously
• Strong problem-solving and decision-making ability
• Proficiency with Microsoft Office

Preferred

• Experience with Spectrum ERP or similar ERP/service management software
• Experience scheduling field service technicians
• Experience supporting healthcare or industrial customers