Service Coordinator
Location: Fairfield, NJ
Employment Type: Full-Time
Reports To: Service Manager
Position Summary
The Service Coordinator is responsible for the day-to-day coordination of service operations, ensuring customer requests are handled efficiently and technicians are scheduled to meet customer commitments. This role serves as the communication hub between customers, field technicians, project managers, and internal departments to support service delivery, preventive maintenance programs, and operational excellence.
The ideal candidate is highly organized, customer-focused, and comfortable working in a fast-paced environment where priorities can change throughout the day.
Key Responsibilities
- Serve as a primary point of contact for service customers, ensuring timely and professional communication.
- Coordinate incoming service requests and ensure customer expectations are met.
- Create and manage service work orders within the service management system.
- Schedule and dispatch field technicians based on customer needs, technician availability, service priority, and geographic considerations.
- Coordinate emergency service calls, preventive maintenance visits, and scheduled service activities.
- Monitor open service tickets and assist with timely completion and closeout.
- Review service documentation for completeness and accuracy before processing and invoicing.
- Support billing activities and assist with customer invoicing inquiries.
- Maintain accurate customer records, equipment information, and service histories within company systems.
- Generate purchase orders and process service-related administrative documentation.
- Support the Service Manager and Project Managers with workforce planning, resource scheduling, and preventive maintenance planning.
- Assist with manpower planning and coordination of service-related projects and customer commitments.
- Collaborate with technicians, programmers, project managers, and other departments to ensure successful service delivery.
- Utilize ERP and service management software to manage work orders, scheduling, maintenance activities, customer information, and reporting.
- Support continuous improvement initiatives focused on operational efficiency and customer satisfaction.
- Learn and effectively utilize new operating systems, software applications, and company processes.
- Perform other duties as assigned.
Qualifications
Required
- Associate degree, Bachelor's degree, or equivalent combination of education and experience.
- Minimum three years of experience in service coordination, dispatching, customer service, or administrative support within a service-oriented environment.
- Experience working with ERP, dispatching, or service management software.
- Strong proficiency in Microsoft Office applications, particularly Excel, Outlook, Teams, and Word.
- Excellent verbal and written communication skills.
- Strong organizational, prioritization, and multitasking abilities.
- Ability to communicate technical service information clearly to customers and internal teams.
- Detail-oriented with a commitment to accuracy and follow-through.
- Ability to work independently while contributing effectively to a team environment.
- Positive attitude and a strong customer-service mindset.
Preferred
- Experience supporting field service operations where technicians are dispatched from a central office.
- Experience in building automation, HVAC controls, security, fire alarm, electrical, or related technical service industries.
- Experience supporting service agreements, preventive maintenance programs, billing, and project coordination.
Ideal Candidate
- Highly organized and detail-oriented.
- Customer-focused with a strong sense of urgency.
- Effective communicator who can build positive relationships with customers and internal teams.
- Comfortable managing multiple priorities in a fast-paced environment.
- Strong problem-solving and decision-making skills.
- Self-motivated, dependable, and proactive.
- Eager to learn new systems and processes.
Compensation
Salary Range: $65,000 – $80,000 annually, based on experience and qualifications.
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Basic Life Insurance
- Voluntary Life Insurance
- Short-Term Disability Insurance
- Long-Term Disability Insurance
- Paid Vacation
- Paid Sick Time
- Paid Holidays
Growth Opportunity
This position offers opportunities for professional growth and advancement within the service operations organization for individuals who demonstrate strong performance, initiative, leadership potential, and a commitment to delivering exceptional customer service.
Working Conditions
This position is primarily office-based and requires frequent use of computers, telephones, and standard office equipment. The role requires the ability to sit, stand, walk, communicate effectively, and perform administrative tasks throughout the workday. Occasional visits to customer sites or field locations may be required.
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
