GENERAL FUNCTION
The Service Coordinator – Service & Parts is responsible for coordinating the end-to-end flow of service work orders, including field & depot service activities, while also managing service parts coordination & inventory support.
This role serves as a critical liaison between customers, sales, sales operations, service technicians, depot teams, vendors, & internal partners to ensure timely service delivery, accurate parts fulfillment, & a high level of customer satisfaction.
The position requires strong organizational, communication, & problem-solving skills, with the ability to manage multiple priorities in a fast-paced service environment.
The Service Coordinator creates a collaborative, customer-focused work environment that promotes teamwork, continuous improvement, operational accuracy, & service excellence.
MAJOR DUTIES & RESPONSIBILITIES
- Coordinate & organize the daily flow of service work orders for field & depot service teams.
- Assign, prioritize, & track service activities to ensure timely completion & effective resource utilization.
- Serve as a primary point of contact for service-related inquiries from customers, sales, sales operations, & service teams.
- Monitor service progress to ensure customer satisfaction, service quality, & proper invoicing.
- Act as an escalation point for scheduling, service execution, or customer concerns, resolving issues professionally & efficiently.
- Communicate clearly & proactively with customers regarding service status, scheduling, quotes, approvals, & issue resolution.
- Create service quotes & coordinate customer approvals in alignment with service & pricing guidelines.
- Process RMAs & coordinate customer returns into the service depot.
- Respond to inquiries via phone & email in a timely, professional manner, consistently delivering exceptional customer service.
- Coordinate parts availability to support service repairs & customer orders, ensuring minimal service disruption.
- Process, track, & document parts orders, usage, & returns within the ERP & service systems.
- Support inventory accuracy through coordination with parts teams, vendors, & logistics partners.
- Work closely with Field Service, Depot Service, Sales, Sales Operations, Customer Service, & Vendors to ensure seamless service execution.
- Ensure compliance with internal service, inventory, & documentation standards.
- Duties may evolve based on business needs.
BASIC QUALIFICATIONS
- Strong organizational & administrative skills with the ability to manage multiple priorities simultaneously.
- Excellent attention to detail & commitment to accuracy in service documentation & order processing.
- Effective written & verbal communication skills for interacting with customers & internal teams.
- Proficiency in Microsoft Office (Excel, Word, Outlook) & comfort using ERP, service, or inventory management systems.