Service Coordinator

About the role

The Service Coordinator is responsible for coordinating field service activities, managing service requests, preparing service estimates and Service Agreements, scheduling technicians, supporting billing activities, and maintaining accurate service records. This role works closely with customers, field technicians, Engineering, Spare Parts, Retrofits, Project Management, Sales, Finance, and other internal departments to ensure service activities are executed efficiently and customer commitments are met. This position operates in a high-volume, fast-paced environment where responsiveness, organization, accuracy, and follow-through are critical. Many requests involve production-impacting issues, emergency service calls, changing technician schedules, and urgent customer needs. The Service Coordinator is responsible for coordinating resources, communicating status updates, tracking open activities, and ensuring service-related actions progress from initial request through completion.

Key Responsibilities

• Monitor and manage the Service department email inbox and Salesforce cases.
• Gather customer information and service requirements for service requests, estimates, emergency calls, follow-up work, and Service Agreements.
• Create service estimates in Syteline and manage related opportunities within Salesforce.
• Follow up on open estimates and obtain customer purchase orders.
• Support the preparation, follow-up, renewal, and administration of Service Agreements.
• Schedule and dispatch field service technicians through Salesforce Field Service Lightning.
• Create and maintain service appointments and calendars.
• Coordinate technician schedules, travel requirements, customer site visits, and service activities.
• Communicate service schedules, status updates, and schedule changes to customers and internal stakeholders.
• Support emergency service requests and machine-down situations requiring expedited response.
• Monitor technician time entries in Salesforce Field Service Lightning and verify alignment with Workday and customer billing records.
• Review technician expense reports and per diem submissions for accuracy and compliance with company policies.
• Coordinate technician travel arrangements, including emergency travel requirements when necessary.
• Monitor submission of technician trip reports, daily notes, emergency call logs, and related documentation.
• Ensure service documentation is complete, accurately recorded, and properly maintained within company systems.
• Review service reports and technician notes to identify required follow-up actions and coordinate completion of parts quotations, additional service visits, retrofit opportunities, and customer requests.
• Coordinate parts identification activities with Engineering and service personnel and submit requests to the Spare Parts department for quotation.
• Coordinate follow-up service visits, retrofit activities, machine installations, and other customer support requirements identified during service activities.
• Ensure customer, machine ownership, machine location, and bill-to/ship-to records are updated when changes are identified during routine service activities.
• Review completed service activities to ensure required documentation is received and ready for invoicing.
• Support accurate invoicing of service labor, travel, expenses, emergency support activities, and Service Agreement work.
• Maintain accurate records within Salesforce, Field Service Lightning, Syteline and other company systems.
• Track open service activities and follow through until customer commitments are completed.
• Support departmental KPI reporting and continuous improvement initiatives.

Qualifications

• High School Diploma or equivalent required; Associate's or Bachelor's Degree preferred.
• Minimum of 2 years of experience in customer service, service coordination, dispatching, scheduling, administrative support, or a related role.
• Experience within a manufacturing, industrial equipment, custom machinery, field service, or aftermarket environment preferred.
• Strong organizational and time-management skills with the ability to manage multiple priorities simultaneously.
• Demonstrated ability to work effectively in a high-volume, fast-paced environment.
• Excellent verbal and written communication skills.
• Strong attention to detail and commitment to accuracy.
• Strong follow-up, organizational, and problem-solving skills.
• Ability to coordinate activities across multiple departments and drive requests to completion.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
• Experience with Salesforce and Salesforce Field Service Lightning preferred.
• Experience with ERP systems; Syteline experience preferred.
• Familiarity with service scheduling, dispatching, service estimates, Service Agreements, purchase orders, expense reporting, and billing processes preferred.
• Basic understanding of industrial machinery and field service operations preferred.

Benefits

• Comprehensive medical/dental programs
• Life insurance
• Generous paid time off program
• Retirement savings plan with company match
• No waiting period for benefits – eligible on first day of employment

Pay

Base Hourly Rate $25-$27/hr