Service Coordinator

The Service Coordinator plays a critical role in the organization by ensuring that services are delivered efficiently, consistently, and in alignment with customer expectations and business goals. A strong Service Coordinator is the operational backbone of a service department. They bridge communication between customers, technicians, vendors, operations, and management while keeping work organized, profitable, and on schedule.

Key Responsibilities

• Schedule technicians for service calls, startups, PMs, and emergency work
• Optimize routes and technician utilization
• Prioritize urgent customer issues
• Coordinate manpower, travel, and equipment needs
• Serve as the primary point of contact for customers
• Provide status updates and ETAs
• Ensure customer satisfaction after work completion
• Verify job scope, labor hours, and materials
• Ensure technicians complete required documentation
• Close out service tickets accurately and promptly
• Track open vs. completed work orders
• Coordinate parts ordering and delivery
• Communicate parts availability to technicians and customers
• Assist with inventory accuracy and replenishment
• Ensure required safety documentation is current
• Coordinate training records and certifications
• Verify compliance with customer site requirements

Qualifications

• Be able to operate teams remotely in multiple locations
• CRM software proficiency
• Microsoft Excel and reporting
• Understanding of field service operations
  
• Must have knowledge in Federal Motor Carrier Safety Regulations and DOT compliance to perform proper audits on company vehicle transportation. 
• Ability and background experience to schedule strategic routes for staff. 
• Must have experience in organizing routes for optimization and troubleshooting dispatch. 

Role in Organization

A Service Coordinator is responsible for improving customer satisfaction, enhancing team productivity, and implementing strategies that support organizational growth and operational excellence. Through effective orgnaization, communication, and problem-solving skills, the Service coordiantor helps build strong client relationships, promotes a positive work environment, and contributes significantly to the overall success and reputation of the organization.