Service Coordinator

JOB SUMMARY:  

The Service Coordinator – Territory Operations is responsible for the end-to-end coordination and operational performance of an assigned service territory. This position serves as the primary operational owner of service work orders from intake through scheduling, execution, follow-up, customer communication, and readiness for billing. 

The Service Coordinator is expected to independently evaluate priorities, technician capabilities, customer requirements, geographic efficiency, work order aging, and service commitments when making scheduling and coordination decisions.

This is not solely a dispatch or administrative position. The Service Coordinator is accountable for maintaining control of the territory, proactively identifying issues, driving work orders toward resolution, and ensuring customers and internal stakeholders receive timely and accurate communication.

JOB DUTIES & RESPONSIBILITIES:  

• Maintain ownership and visibility of all service activity within the assigned territory.
• Prioritize work based on urgency, customer SLA, technician availability, geography, job requirements, and business impact.
• Monitor unscheduled, scheduled, in-progress, completed, and follow-up work.
• Identify aging or stalled work orders and proactively drive next actions.
• Review completed work for required parts, return visits, recommendations, quoting opportunities, and billing readiness.
• Maintain an organized territory backlog with clear ownership and next steps.
• Independently schedule technicians based on skills, certifications, experience, location, availability, and job complexity.
• Optimize schedules to improve technician utilization and reduce unnecessary travel, overtime, schedule gaps, and repeat visits.
• Adjust schedules as priorities and field conditions change.
• Coordinate emergency and after-hours service requirements.
• Identify capacity constraints and escalate with recommended solutions.
• Serve as a primary operational contact for assigned customers and locations.
• Provide proactive updates regarding scheduling, service status, delays, parts, return visits, and completion.
• Understand and follow customer-specific SLA, portal, NTE, PO, and escalation requirements.
• Coordinate effectively with Field Operations, Purchasing, Sales, Management, and other internal teams.
• Escalate customer or operational risks before they become service failures.

Preferred

• Industrial automation, conveyor, material handling, manufacturing, or industrial service experience.
• Familiarity with PLCs, VFDs, HMIs, controls, electrical/mechanical systems, and fabrication terminology.
• Experience supporting national or multi-site service accounts.
• Experience with SLAs, NTE limits, POs, preventive maintenance, and service contracts.

EDUCATION and/or EXPERIENCE:  

• 3+ years of experience in field service coordination, dispatch, service operations, logistics, maintenance operations, or a similar environment.
• Experience independently scheduling field technicians or skilled resources.
• Strong analytical, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a high-volume environment.
• Strong written and verbal customer communication skills.
• Ability to interpret technician notes, service reports, work orders, and customer requirements.
• Proficiency with ERP, field service management, CRM, dispatch, or similar business systems.
• Working knowledge of Excel and operational reporting.

SKILLS AND CHARACTERISTICS NECESSARY TO PERFORM THE JOB:  

• The ideal candidate will embody our company values of Accountability, Drive, Adaptability, Proactivity, Teamwork, Excellence, and Customer
• Excellent organizational skills and attention to detail
• Experience with Outlook, Word, and Excel
• Strong communication and relationship building skills
• Highly developed prioritization and time management skills
• The ability to embrace frequent changes as the Service Administration team continually looks for process improvements 
• A confident and outgoing personality with the ability to have a laugh

MEASUREMENTS OF SUCCESS:  

• Work Order aging and cycle time
• Intake to schedule time
• SLA Compliance
• Territory backlog health

In compliance with pay transparency requirements, the wage range for this role is $58,000 - $66,000 – nonexempt, full time. The position will be paid out on an hourly basis and is eligible for overtime pay. The rate range provided is a general guideline. When extending an offer, Adaptec Solutions considers factors including but not limited to experience and geographic location. Adaptec Solutions also offers a variety of benefits including generous paid time off (PTO), 11 paid company holidays including your birthday, generous health plans, dental and vision insurance, HSA/FSA accounts, generous 401(k) match and immediate vesting, short-term/long term disability coverage and basic life/AD&D insurance and education assistance.

Adaptec Solutions, LLC is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, protected veteran status, or any other basis protected by applicable federal, state or local law.