Position Summary
The Operations Coordinator manages the end-to-end lifecycle of field service dispatches — from customer success ticket, technician preparation and communication through invoicing, reporting and CRM documentation. This role serves as the operational hub between Customer Success, Technical Service, field technicians, and customers, ensuring dispatches move efficiently toward resolution while maintaining accurate records in Zoho CRM. The Coordinator is the primary contact providing phone/email coverage on weekends. The Coordinator facilitates vendor and technician coordination, monitors service progress and quality, and contributes to process improvement efforts that reduce equipment downtime and elevate the customer experience.
Success in this role depends on strong organizational skills, clear and consistent communication with customers and technicians, and the ability to keep internal teams and customers aligned throughout the service process.
Key Performance Indicators (KPIs)
Performance in this role may be measured by the following operational metrics:
- Reduction of Customer Equipment Downtime: Support efforts to minimize average service “days down” through effective dispatch coordination, technician resources, identifying and fixing issues throughout the process such as shipment issues, technician ETA’s needed, etc and e. This includes completing dispatch updates to the Technical Service team and communication with customers and technicians.
- Service Invoice Processing: Technician invoices and customer invoices are processed within three business days of receipt
Core Responsibilities
1. Technician Support, Account Review, Dispatching
- Send providers relevant documentation, troubleshooting guides, and diagnostic questions to support efficient issue diagnosis during service dispatches.
- Call/email customers and/or technicians when needed to get information updates during a dispatch. This includes but not limited to getting ETA’s, exceeding DNE, approval to take machine offsite, getting ETA’s etc.
- Provide feedback to technicians when applicable to improve diagnostics and service quality.
- Review and propose vendor selections when applicable based on preferred Spaceman service vendors, customer preference or escalations when appropriate.
- Managing the customer success and technical service desk on the weekends for inquiries, sales orders and resource requests.
2. Operations Support
- Review service history for current dispatch providing notes to assist Spaceman tech support
- Notify management if a technician is expected to arrive on the weekend to ensure we have adequate technician support available.
- Assist with test kitchen machine cleaning, tradeshow prep, parts shipping and warehouse organization
- Work with Success and reach out to customers as needed to get details/pictures to minimize downtime.
- Process part sales orders for technical service staff, technicians, distributors, and customers as needed.
- Provide technical resource guidance and operational support to internal staff, technicians, and customers when needed.
3. Dispatch & Documentation Management
- Update dispatch records daily to ensure Zoho CRM is updated with shipment status, technician updates, and service progress.
- Investigate and resolve service delays including and not limited to shipments, technician issues or customer delays, etc.
- Review and create reports, dashboards and other data and ensure and dispatch accuracy taking action as appropriate to move dispatch toward resolution, part trends and at dispatch completion
- Provide scheduled dispatch status updates through Facility Management Systems such as Ecotrak, ResQ, or other platforms
- Maintain accurate CRM records including customer accounts, vendor records, and dealer contact information.
- Manage desk tickets, answering email inquiries and assign tickets to staff as needed from weekend activity.
- Create and send reports as needed to vendor partners and technicians.
- Create and send weekly activity reports to various teams and management.
- Monitor active dispatches for service progress and identify potential service quality concerns during daily stand up meeting, request technician reassignment if needed to minimize days down and request manager intervention for any potential customer escalation due to customer experience.
- Contribute to all operational meetings to assist with strategies and process improvements.
4. Service Dispatch Completion, Invoicing and Reporting
- Review completed dispatches for field accuracy, warranty determination and prep for invoicing when applicable. Get clarity on tech notes as needed.
- Provide customer feedback via email for operational findings when equipment issues are related to usage, setup, or operating procedures and provide guidance to help prevent repeat service events.
- Review technician invoices to verify accuracy and labor allowances for labor, travel time, and service details letting manager know of excessive invoices.
- Prepare and send customer invoices for non-warranty parts and service events.
- Process dispatch and warranty documentation and invoicing for service events in Canada and Mexico.
- Update asset information for warranty swaps.
- Review the monthly factory warranty report for dispatch field accuracy prior to the submission to the factory.
5. Process Improvement & Operational Feedback
- Identify workflow inefficiencies within Success and technical Service operations and provide feedback to management.
- Propose process improvements that help reduce equipment downtime (“days down”) and improve service dispatch efficiency.
- Assist with implementation or correction of processes when requested.
- Recommend documentation or resource improvements to improve the customer experience.
Required:
At a minimum, this position will require that the employee have the following qualifications:
1–3 years of experience coordinating or communicating with field technicians, and customers — preferably in a customer service, operations, or support environment.
1-2 years invoicing and sales order processing.
Ability and interest in learning how to operate and troubleshoot Spaceman equipment.
Ability to maintain and enforce a safe working environment in the office and for technicians on-site.
Preferred:
- Prior field service technician
- HVAC or other technical certifications
- Ability to troubleshoot and repair HVAC equipment
- Experience in commercial kitchen or frozen beverage equipment
- Experience managing escalated technical cases
Schedule and Working Conditions:
To adequately perform the duties of this position the employee is required to work Saturday, Sunday and 3 additional days during the work week. The employee will work in a combination of standard warehouse conditions and interior office space.
Physical Requirements:
To adequately perform the duties of this position the employee is regularly and routinely required to be physically active and sit; stand, walk, stoop, use hands and fingers, and be able to hear, see and talk. The employee must regularly lift and/or move up to 50 pounds.
Job Type: Full-time
Pay: $55,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
Application Question(s):
- What experience have you had with providing remote technical support by phone/video/text?
- What is your experience with managing and auditing invoices for services rendered?
- Please note if you now your typing speed?
- Please confirm you are able to work every Saturday and Sunday as your weekly schedule for this position.
- What is your experience with coordinating events between customers and service providers.
Work Location: In person
