Service Coordinator

SUMMARY

The Service Coordinator serves as the primary administrative and communication point for field service activities. This position supports customers and internal teams by coordinating service technician scheduling, managing service documentation, assisting with customer service requests, and ensuring that service calls are properly documented and processed.

The Service Coordinator works closely with service technicians, engineering, accounting, and sales to ensure service work is scheduled efficiently, and customer issues are handled in a timely and professional manner.

EDUCATION and/or EXPERIENCE

Associate degree in Business Administration, Operations, or a related field preferred; or equivalent experience.

2–5 years of experience in customer service, service coordination, field service administration, or a similar support role in a technical or industrial environment preferred.

Experience working in manufacturing, industrial equipment, or technical service environments is beneficial but not required.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Driver’s License (if occasional travel or site visits are required).

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The ideal candidate should demonstrate strong organizational skills, clear communication abilities, attention to detail, and the ability to manage multiple priorities in a fast-paced service environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Responsibilities include, but are not limited to:

• Serve as a primary contact for incoming service calls, emails, and customer requests related to equipment service and support.

• Coordinate scheduling of field service technicians for startup, maintenance, warranty service, and troubleshooting activities.

• Work with customers and internal teams to collect necessary information related to service requests, equipment issues, and site readiness.

• Ensure that service calls are properly documented and that required paperwork, including service reports and rate sheets, is completed and filed appropriately.

• Assist with preparing service documentation including service reports, job summaries, and invoicing support documentation.

• Coordinate with accounting to ensure proper submission of service documentation required for billing.

• Maintain accurate records of technician assignments, travel schedules, and service activity.

• Assist engineering, sales, and technical departments by coordinating service-related logistics when required.

• Communicate technician availability and schedules to relevant internal departments.

• Monitor open service requests and follow up to ensure timely completion and customer satisfaction.

• Support administrative activities related to service operations including filing, documentation tracking, and internal reporting.

• Assist with maintaining service documentation and procedures in accordance with company quality standards.

SUPERVISORY RESPONSIBILITIES

None.

This position does not have direct supervisory responsibility but works closely with field service technicians and internal departments to coordinate service activities.

LANGUAGE SKILLS

Ability to read and interpret technical documents, service reports, and internal procedures.

Ability to communicate clearly with customers, technicians, and internal departments through written and verbal communication.

Ability to prepare routine business correspondence, service documentation, and internal reports.

MATHEMATICAL SKILLS

Basic mathematical skills including the ability to work with percentages, ratios, and simple calculations as needed for service documentation and reporting.

REASONING ABILITY

Ability to identify service priorities, coordinate scheduling needs, and resolve routine administrative issues related to service operations.

Ability to gather information, organize service data, and assist with problem resolution through communication with technical staff.

PHYSICAL DEMANDS

The physical demands described here represent those required to successfully perform the essential functions of this position.

While performing the duties of this job, the employee is regularly required to sit, talk, and hear. The employee frequently uses hands to type, write, and operate standard office equipment.

Occasional standing, walking, or lifting of office materials may be required. The employee may occasionally lift and move items up to 20 pounds.

WORK ENVIRONMENT

This position primarily operates in an office environment within a manufacturing facility.

The employee may occasionally enter production areas where moving machinery, noise, and industrial conditions exist. Appropriate safety procedures must be followed when entering manufacturing areas.

QUALITY SYSTEM REQUIREMENTS

Familiarity with the company Quality Policy and applicable Standard Operating Procedures, including but not limited to SOPs 2042, 2100, 2130, 2140, 2190, 2040, 2041, 2043, and 2050.

Applicants must be currently authorized to work in the United States on a full-time basis to be considered for this position. 

 All qualified applicants will receive consideration for employment without regard to race, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.