Manager, Service Coordination

The Raymond Corporation•Manchester Township, PA

20h

About The Position

As the premiere Raymond Solutions & Service Center in the Northeast, Pengate Handling Systems built a reputation based on cutting-edge innovation, quality products and outstanding service. In addition to the full line of Raymond forklifts and equipment, we offer comprehensive material handling solutions to take your day-to-day warehousing and distribution operations to a new level of performance and productivity. Pengate Handling Systems is looking for a Manager, Service Coordination. The Manager, Service Coordination, is responsible for overseeing service dispatchers and service coordination activities for all branch locations. This role ensures timely scheduling, accurate service order setup and execution, effective customer communication, and consistent field service workflows. All billing execution and invoicing responsibilities are explicitly excluded from this role and owned by Billing/Accounting.

Requirements

Minimum of 3–5 years of experience in service dispatch, service coordination, or operations support
Minimum of 2 years of people leadership or supervisory experience preferred
High School Diploma or equivalent required
Associate’s or bachelor’s degree in business, Operations Management, Supply Chain, or a related field preferred
Strong leadership and team management skills, with the ability to direct, coach, and support service dispatch personnel while prioritizing daily workloads and resolving operational issues.
Comprehensive understanding of the full-service coordination lifecycle, including intake, scheduling, dispatch, tracking, follow-up, and work completion processes.
Proven ability to coordinate technician schedules in alignment with labor plans, customer service level agreements (SLAs), and internal policy guidelines.
Ability to manage high-volume inbound service requests, identify urgent needs, and effectively handle escalations with professionalism and urgency.
Excellent customer communication skills, with a commitment to providing proactive updates, timely follow-ups, and effective issue resolution.
Strong attention to detail in creating, updating, and closing service orders to ensure accuracy, completeness, and operational readiness.
Analytical skills to monitor service metrics such as response times, dispatch accuracy, and completion rates, using data to drive performance improvements.

Nice To Haves

Associate’s or bachelor’s degree in business, Operations Management, Supply Chain, or a related field preferred
Minimum of 2 years of people leadership or supervisory experience preferred

Responsibilities

Directly manage and support service dispatchers, including daily workload prioritization and issue resolution
Actively monitor WIP and provide service reports.
Own the service coordination lifecycle: intake, scheduling, dispatch, tracking service execution, follow-up, and work completion confirmation
Coordinate technician scheduling and dispatch in alignment with labor plans, customer SLAs, and policy guidelines
Monitor inbound service calls and communication channels to support escalations and urgent service needs
Maintain high standards for customer communication, including proactive updates, follow-ups, and issue resolution
Ensure accurate and timely service order creation, updates, notes, and close-out readiness (non-billing)
Track service calls, response times, first-time dispatch accuracy, and service completion metrics
Ensure documentation and records are complete, accurate, and ready for downstream billing processing
Develop, maintain, and enforce SOPs and training materials related to dispatch and service coordination
Identify root causes of service delays, scheduling conflicts, or execution errors and drive corrective actions
Partner closely with Operations and Billing teams to ensure clean handoff of completed service orders
Provide dispatcher training, coaching, and performance feedback
Support ASEC initiatives related to service coordination and workflow alignment (excluding billing execution)
Additional duties as required or assigned.