Service Coordinator Lead

Scheduling And Dispatching

• In coordination with the Field Superintendents, schedule all new service calls utilizing efficient route optimization.
• Achieve the established company goal of scheduling all new service calls within two days of creation.
• Schedule all new jobs within two business days of creation.
• Obtain verbal or written confirmation from the customer for all appointments.
• Utilize the ServiceTrade dashboard to ensure all jobs have been scheduled.
• Prioritize scheduling of older jobs and return trips to drive the company Key Performance Indicators.
• Utilize route optimization to maximize technician efficiency.

Communication With Customers, Field Technicians, And Superintendents

• Communicate with the customer upon scheduling to confirm the appointment.
• Provide a Service Link to the appropriate customer contact as a follow-up.
• Provide a Service Link to the appropriate customer contact for every schedule modification.
• Field incoming phone calls from customers requesting an update on a service or appointment.

Return Trip Scheduling

• Provide communication to the superintendent, customer, and sales team when processing and assisting with tracking material for jobs needing to be scheduled.
• Cook up return trips with the appropriate Service Superintendent to verify material or equipment will be available during the scheduling window.
• Schedule older jobs as a higher priority to promote our Key Performance Indicators.

ServiceTrade Support & IT Coordination

• Serve as a lead point of contact for ServiceTrade questions, errors, and workflow issues; troubleshoot and resolve, or escalate to the Business Applications Manager – Services with documentation.
• Document software defects, enhancement requests, and recurring issues; participate in system testing, UAT, and implementations.
• Support user account and permission requests within ServiceTrade, escalating governance-level access changes to the Business Applications Manager – Services (IT).

Data Accuracy & Reporting

• Monitor ServiceTrade data quality (job statuses, tags, billing fields) and flag inconsistencies for correction.
• Aid in recurring reports (return-trip jobs, billing-issue tags, cycle time metrics) and track support trends to surface training or system gaps.

Cross-Functional Coordination

• Partner with the Director of Service on support priorities and communication to the field.
• Partner with the Business Applications Manager – Services on system configuration, upgrades, and technical projects.
• Participate in operational meetings and project initiatives, providing feedback on challenges and recommended solutions.