Summary:
The Service Operations Coordinator ensures the efficient and effective functioning of the service department. This role involves coordinating field project activities, managing job site logistics, facilitating customer service interactions, and scheduling service visits. Acting as a central point of contact, the Coordinator bridges communication between customers, service technicians, and parts suppliers to ensure service requests are completed accurately and on time.
Accountabilities:- Develop clear and comprehensive field project plans and schedules
- Support project managers and field technicians in defining project scope and objectives
- Manage changes to project timelines, scope, and costs
- Generate quotes for parts and services for out-of-warranty work
- Gather detailed work request descriptions from customers via phone, email, or database access
- Open service orders, schedule field service appointments, and coordinate necessary materials
- Prepare MSOW (Method Statement of Work) reports for site work approval
- Communicate repair requests and detailed instructions to field technicians
- Identify and source correct parts for service work
- Notify customers of additional service needs discovered during field work
- Provide pre-planning and execution strategies for site schedules and scope
- Offer accurate cost estimates and repair timelines to customers
- Review service write-ups with customers to confirm required work
- Ensure timely completion and invoicing of service orders
- Create and track Return Merchandise Authorizations (RMAs) for warranty claims
- Act as liaison between technicians and customers
- Resolve escalated customer issues with professionalism and tact
- Promote positive teamwork and collaboration with technicians and coworkers
- Review field issues related to quality or workmanship and report findings to stakeholders
- Assist with field project evaluations and continuous improvement initiatives
- Perform other job-related duties as assigned
Required Knowledge/Experience:- Occasional travel to job sites required
- High School Diploma or equivalent required
- Minimum 3 years of relevant industry experience
- Experience in power generation or industrial field service preferred
- Background in project estimating or field service coordination is a plus
- Strong mechanical aptitude and ability to communicate technical concepts
- Excellent phone and customer service skills with strong follow-through
- High attention to detail and commitment to customer satisfaction
- Proficient in calculating figures such as discounts, percentages, and margins
- Strong verbal and written communication skills
- Effective collaboration with cross-functional teams
- Solid analytical and problem-solving abilities
- Exceptional time management and self-motivation
- Ability to thrive in a fast-paced, deadline-driven environment
Physical Requirements:- Ability to work in a manufacturing environment with stooping, crouching, twisting, and reaching.
- Lift and carry equipment/products up to 50 lbs; use hand tools up to 20 lbs.
- Ability to work at heights (up to 20’ ladders) and in various weather conditions.
Work Environment: Production floor, manufacturing shop, and office.
Special Requirements: Occasional travel to vendor locations may be required.
Attributes:- Safety First – Promotes safe service operations and supports compliance with job site and company safety standards.
- Have Humanity – Provides responsive, respectful, and customer-focused support to clients, technicians, and team members.
- Be Transparent – Communicates clearly and proactively regarding schedules, service updates, and project needs.
- Drive Innovation – Identifies process improvements to increase service efficiency and coordination.
- Be Resilient – Effectively manages changing priorities and resolves challenges in a fast-paced environment.
- Always Reliable – Ensures service requests, scheduling, and logistics are handled accurately and on time.
- Grit – Takes initiative and follows through to keep projects and service operations running smoothly.
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