Service Coordinator

Position Summary

Reporting to the Global Service Director, with a dotted line to the Regional Service Manager, this position is responsible for overseeing and managing service operations to ensure efficiency, customer satisfaction, and alignment with organizational objectives. The role involves coordinating service appointments, communicating with clients, dispatching technicians or service teams, and maintaining accurate documentation of service requests.

Key Responsibilities

• Process quote requests from customers, field sales, internal sales, and operations personnel.
• Resolve customer inquiries regarding orders, billing, replacement parts, product information, and field services.
• Enter and track new purchase and release orders.
• Maintain organized records of open and closed orders, correspondence, quotations, service activity, and service schedules.
• Manage field service schedules and technician assignments.
• Forecast upcoming service jobs and support management with monthly service forecasts.
• Communicate with customers and sales teams to confirm scheduling once materials are delivered to site.
• Handle urgent requests for technician information or parts needed on-site.
• Coordinate logistics with customers to collect site details, required safety documentation, and any pre-job paperwork.
• Provide technicians with service packets, documentation, and drawings prior to assignments.
• Collect technician service reports, expense reports, and timesheets post-completion and finalize invoicing details.
• Process material return authorizations (MRAs) as requested.
• Respond promptly to assigned customer service tickets and generate tickets for open issues or expedited requests.
• Coordinate drawing or documentation requests during service activities.
• Request certificates of insurance when required by customers.
• Process and approve service orders through the company's enterprise system.
• Update service backlog reports weekly and participate in management meetings.
• Attend field service issue review meetings and report on assigned items.
• Maintain monthly service performance charts, including total calls and technician activity.
• Support and promote adherence to the organization's Code of Conduct and customer service standards.

Required Qualifications

• Two-year degree in Business Administration, Communications, or a related field preferred; equivalent experience will be considered.
• Minimum 3 years in a service coordination or similar administrative role.
• Proficiency with service management tools, scheduling software, and the Microsoft Office Suite.
• Familiarity with CRM or ERP systems is advantageous.
• Competence with analytical tools and database software.

Competencies and Behavioral Attributes

• Strategic and customer-focused thinking
• Integrity, honesty, and effective communication
• Team collaboration and trust-building
• Influencing and communication skills
• Results orientation and adaptability to change
• Strong organizational skills, attention to detail, and ability to prioritize effectively
• Business acumen and a proactive mindset
• Exceptional interpersonal, communication, and presentation abilities