Field Service Coordinator

Intelligent Living Solutions•Zionsville, IN

About The Position

Intelligent Living Solutions is seeking an organized, client-focused Service Coordinator to manage service and warranty support for existing residential and commercial clients. The role primarily coordinates service calls and warranty claims, manages client service plans, and provides ongoing support to ensure clients receive timely, accurate, and professional service. When scheduling allows, the coordinator also assists with project installations and supports the broader Operations team. This is a full-time, hourly, non-exempt position with occasional overtime. Work is primarily Monday through Friday, with the potential for some evening and weekend work. High-performing Service Coordinators may advance within Operations, with leadership training and coaching opportunities.

Requirements

Minimum of 2 years of experience in customer service, scheduling, or dispatch, ideally in a service, home automation, AV, security, or related technical field.
Understanding of smart home automation, AV, access control, and security systems.
Excellent communication and interpersonal skills, with a client-first mindset.
Strong organizational skills and ability to manage multiple schedules and priorities.
Familiarity with either MacOS or Microsoft computers and software.
Ability to remain calm and solutions-oriented when handling client concerns.
Ability to work independently and collaboratively.
Attention to detail and accuracy in documentation and scheduling.
Ability to multitask and adapt to changing priorities.
Regular and reliable attendance.
Valid, insurable driver’s license.
Must pass a drug/alcohol screening and criminal background check.
Reliable transportation and ability to report directly to the office.
Professional appearance and demeanor consistent with company standards.

Nice To Haves

Management or supervisory experience.

Responsibilities

Schedule, confirm, and coordinate service and warranty calls for existing clients.
Communicate with clients by phone and email to understand service needs and set expectations for resolution.
Track and manage open service tickets and warranty claims through completion.
Manage client service plans, including enrollments, renewals, and visits.
Maintain accurate records of service history, warranty terms, and client communications.
Coordinate with the Purchasing and Inventory Coordinator to ensure the correct parts are ordered for each service call.
Follow up with clients after service visits to confirm satisfaction and resolve outstanding issues.
Identify recurring service issues and escalate trends to the Director of Operations.
Assist with project installation scheduling and support when service call volume allows.
Perform other duties as assigned.