Service Coordinator

Job Description

Job Description

Position Summary

The Service Coordinator is responsible for ensuring the efficient scheduling and coordination of field and shop service activities. This role serves as the communication hub between customers, technicians, parts personnel, and branch leadership. The Service Coordinator plays a critical role in optimizing technician productivity, maintaining accurate service records, and delivering top-tier customer service in a fast-paced industrial environment.

Key Responsibilities 1. Scheduling & Dispatch

Assign daily work orders and PMs to field and shop technicians based on skills, workload, geography, and urgency.

Monitor real-time job progress, adjust schedules as needed, and prioritize emergency repairs.

Coordinate technician time off to minimize service disruption.

2. Customer Communication

Serve as the first point of contact for incoming service calls and requests.

Provide customers with estimated response times, updates, and service completion summaries.

Follow up on completed jobs to ensure customer satisfaction and resolve any issues.

3. Work Order Management

Create, process, and close work orders in the service software system (e.g., HBS or similar).

Track open work orders, review technician notes, and verify labor and parts entries for accuracy.

Ensure all documentation is complete and submitted for billing in a timely manner.

4. Technician Support

Communicate parts availability and job status updates to technicians.

Assist in locating manuals, service bulletins, or technical documentation.

Provide logistical support for tools, equipment, and travel arrangements as needed.

5. Reporting & Metrics

Monitor and report key service KPIs such as response time, open work orders, PM completion, and technician utilization.

Assist with warranty claim documentation and labor recovery tracking.

Qualifications Required :

High school diploma or GED; some college or vocational training preferred.

Minimum of 2 years in a service coordination, dispatching, or admin support role.

Strong organizational and multitasking skills in a fast-paced setting.

Proficiency in Microsoft Office Suite.

Excellent verbal and written communication skills.

Preferred :

Experience in the forklift or heavy equipment industry.

Understanding of industrial service workflows, preventive maintenance programs, and warranty processes.

Key Competencies

Customer Service Orientation

Team Collaboration

Attention to Detail

Problem Solving

Time Management

Adaptability and Flexibility

Working Conditions

Primarily office-based at a service branch.

May involve occasional warehouse or shop visits.

Regular business hours with occasional extended hours during peak times or emergencies.