Service Coordinator
Job Summary
Zonatherm Products and ThermFlo provide comprehensive solutions for mission-critical power and cooling systems across various industries. The Service Coordinator plays a crucial role in managing service dispatch, scheduling, and coordination.
Essential Responsibilities
Manages and prioritizes work orders across planned maintenance, emergency calls, quoted work, warranty repairs, and customer requests.
Schedules technicians based on skill set, location, workload, and service deadlines.
Communicates schedule updates, delays, and changes proactively to customers and internal teams.
Collaborates with service leadership on prioritization, capacity planning, and workload distribution.
Serves as a primary point of contact for customers regarding service scheduling and status updates.
Gathers detailed information on symptoms, site conditions, and customer expectations and communicates these to assigned technicians.
Maintains accurate records using designated technical applications and internal systems.
Maintains continuous monitoring of open service cases, identifying potential delays and initiating appropriate escalation or mitigation steps.
Secondary Responsibilities
Proactively identifies bottlenecks, recurring issues, or communication breakdowns and suggests process improvements.
Escalates customer questions, concerns, and service risks to the appropriate internal teams.
How to Succeed in This Role
Resolve scheduling and dispatch challenges quickly, coordinating closely with technicians.
Deliver timely, clear status updates, outlining next steps and setting accurate expectations.
Maintain precise, real-time records, ensuring all portals and systems reflect current schedules and details.
Track all open cases continuously, flagging risks early and adjusting plans to prevent delays.
Strengthen cross-functional alignment with technicians, supervisors, and service leadership.
Essential Qualifications and Requirements
Education: High school diploma or equivalent (GED).
Experience: At least 2 years in an escalated customer service response role, preferably Level II or Level III.
Communication Skills: Excellent phone etiquette and verbal communication skills, with the ability to listen effectively and adjust technical content.
Attention to Detail: Ability to write effectively for electronic communication and read and interpret documents.
Computer Skills: Ability to use Microsoft Office suite and experience with dispatch software.
Supervisory Responsibility: No supervisory responsibilities.
PREFERRED QUALIFICATIONS
Education: Associate or bachelor’s degree preferred.
Experience: 3+ years of experience in a field technician service dispatch environment.
Software: Dispatch software experience preferred (e.g., Service Titan).
Implementation: Project implementation experience with a new software system.
Work and Travel Requirements
Physical Demands: Ability to operate within an office environment and occasionally lift up to 10 pounds. Reasonable accommodations will be provided upon request.
Work Environment: Professional clerical, office setting.
Position Type and Expected Hours of Work: Full-time, Monday-Friday, with a one-hour unpaid lunch.