Service Coordinator

About the role

Yokogawa, a leader in industrial automation, test and measurement, information systems, and industrial services, aims to shape a better future for our planet through innovation. Our commitment to the United Nations Sustainable Development Goals is reflected in our ability to measure and connect.

Job Responsibilities

• Coordinate and dispatch Field Service Engineers and required materials to customer locations based on service requirements, resource availability, and business priorities.
• Monitor service schedules and communicate updates, changes, or issues to customers and internal stakeholders.
• Serve as a liaison between customers, service personnel, and internal teams to facilitate effective service delivery.
• Order Management & Processing:
  • Enter, review, and maintain parts and on-demand service order requests in company systems.
  • Maintain accurate documentation and records for service activities and customer transactions.
  • Ensure timely and accurate logging of customer orders and service requests.
  • Verify service documentation and supporting records to ensure billing accuracy.
  • Assist with invoice generation, tracking, and resolution of billing discrepancies.
• Procurement & Vendor Coordination:
  • Coordinate third-party procurement of equipment, materials, and services required to support service operations.
  • Work with approved vendors to place orders and monitor delivery schedules.
  • Resolve purchasing and delivery issues as needed to support project timelines.
  • Process and track CENTUM software license orders and related contract customer requests.
  • Cook up and maintain inventory parts required to support on-site field service activities.
• Project Closeout & Documentation:
  • Support project closeout activities and documentation compliance requirements.
  • Upload and maintain build books and project documentation upon completion of customer projects.
  • Ensure all required records, reports, and customer deliverables are properly archived.
• Customer Experience & Reporting:
  • Conduct customer satisfaction surveys following completion of service work and document feedback.
  • Escalate customer concerns and support continuous improvement initiatives.
  • Prepare monthly report and maintain service-related metrics as required.

Job Requirements

• Strong organizational and multitasking skills with the ability to manage multiple priorities.
• Excellent customer service and communication skills.
• Strong attention to detail and accuracy in data entry, billing, and documentation.
• Ability to coordinate activities across multiple departments and stakeholders.
• Proficiency in Microsoft Office applications, including Excel, Outlook, and Word.
• Ability to work independently and exercise sound judgment in a fast-paced environment.

Minimum Qualifications

• A High School Diploma or GED Equivalent.
• 5+ years of experience in service coordination, customer service, field service operations, order management, or related administrative support functions.

Preferred Qualifications

• An Associate's degree in Business Administration, Operations, Engineering Technology, or related field preferred.
• Experience with SAP, CRM, or service management systems preferred.

Work Environment

• Primarily performed in an office environment with regular use of a computer, telephone, and other standard office equipment.
• Frequent interaction with customers, Field Service Engineers, vendors, and internal departments via phone, email, and virtual meetings.
• Fast-paced work environment requiring management of multiple priorities, deadlines, and service requests simultaneously.
• May occasionally be required to attend operational meetings, customer sites, or company events.

Company Information

• We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.
• We are an Equal Opportunity Employer.
• We want a diverse, equitable and inclusive culture. We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status.