Service Coordinator

About the role

• The main responsibility of this role is to manage and coordinate the daily schedules of Service Technicians, ensuring they are dispatched efficiently as service calls are completed. This includes scheduling follow-up visits with customers once parts arrive, maintaining an up-to-date call schedule, and keeping track of technicians' locations in the field. Effective communication with both technicians and the office team is essential to delivering outstanding customer service. A positive attitude and clarity in communication are crucial for providing excellent support to all clients.

What you'll do

• Schedule and coordinate service calls, entering tasks into the system as they are received.
• Debrief with technicians after each service call.
• Respond to overnight messages as needed.
• Forecast workload for the next 2-3 days.
• Contact customers regarding parts pending or to schedule follow-up calls.
• Follow up on pending tasks, such as filter changes.
• Maintain client information, including equipment relocations and contact updates.
• Communicate with technicians about special parts and schedule return visits.
• Prepare invoicing and file service paperwork.
• Update the database as necessary.
• Conduct follow-up calls (Happy Calls) with clients.
• Generate data reports and track service statistics.
• Work closely with Service Team leadership to maintain accurate information in the ERP system.
• Help plan and schedule installations and client implementations.

Qualifications

• Strong communication skills with excellent phone etiquette
• Strong organizational skills and ability to prioritize tasks
• Ability to type efficiently and accurately
• Prior experience in a dispatching role is preferred but not required
• Job Type: Full-time

Physical Requirements and ADA Accommodations

This role is primarily office-based and involves managing computer systems, telephone communication, and related desk activities. Essential physical requirements include prolonged periods of sitting, repetitive typing, and use of standard office equipment. Occasional standing, walking short distances, and minimal physical movement may be required to access documents or interact with team members.

We recognize that these requirements may vary from person to person. In adherence to the Americans with Disabilities Act (ADA), we are committed to providing reasonable accommodations that enable every qualified individual to perform the essential functions of this position. If you have any concerns about the physical requirements or need assistance during the application or employment process, please contact our Human Resources department for support.