Services Coordinator

Job Description

The Service Coordinator plays a crucial role in ensuring the efficient and effective delivery of field service operations. This position is responsible for scheduling and dispatching service technicians, managing service requests, maintaining communication with clients and internal teams, and providing administrative support to the service department. The ideal candidate is highly organized, detail-oriented, possesses excellent communication and problem-solving skills, and thrives in a fast-paced environment.

Responsibilities:

Scheduling and Dispatch:Efficiently schedule and dispatch service technicians based on service requests, technician availability, skills, and geographical location, optimizing travel time and resource utilization.

Service Request Management:Receive, log, and process service requests from clients and internal teams, ensuring accurate and complete information is captured.

Communication Hub:Serve as the primary point of contact for field technicians, providing them with necessary information, updates, and support. Maintain clear and professional communication with clients regarding appointment scheduling, updates, and issue resolution.

Coordination and Collaboration:Collaborate closely with other internal departments, such as sales, customer support, and parts management, to ensure seamless service delivery.

Record Keeping and Documentation:Maintain accurate and up-to-date records of service requests, work orders, technician schedules, and service reports. Ensure all documentation is complete and compliant with company policies.

Problem Solving:Proactively identify and address potential scheduling conflicts, resource constraints, or other issues that may impact service delivery. Implement effective solutions to minimize disruptions.

Inventory Management (as applicable):Coordinate the ordering and delivery of necessary parts and equipment to field technicians, ensuring they have the resources required to complete their tasks.

Performance Monitoring:Track key performance indicators (KPIs) related to field service operations, such as response times, completion rates, and customer satisfaction. Assist in identifying areas for improvement.

Administrative Support:Provide general administrative support to the field service department, including preparing reports, processing paperwork, and managing correspondence.

Safety Compliance:Ensure that all field service activities are conducted in accordance with safety regulations and company policies.

Qualifications:

High school diploma or equivalent required; Associate's or Bachelor's degree in a related field preferred.

Proven experience in a dispatching, scheduling, or customer service role, preferably within a field service environment.

Excellent organizational and time-management skills with the ability to prioritize tasks and manage multiple projects simultaneously.

Strong communication skills, both verbal and written, with the ability to interact professionally with clients and internal teams.

Proficiency in using scheduling software, CRM systems, and Microsoft Office Suite (Word, Excel, Outlook).

Strong problem-solving and decision-making abilities.

Ability to remain calm and effective under pressure.

Knowledge of geographical areas and routing principles.

Valid driver's license and reliable transportation may be required.

Preferred Qualifications:

Experience with with life safety, field service and scheduling.

Great customer service and communication skills.

Full-time