PLANNED SERVICE COORDINATOR

Groupe SEB • North America, United States, California, CA

14d • $24 - $26 • Hybrid

About The Position

The Planned Service Coordinator ensures timely, accurate, and customer-focused execution of planned service activities for commercial coffee equipment. The role coordinates preventive maintenance visits and assigned installation projects from readiness through completion, acting as a central point of contact among customers, authorized service providers, logistics partners, and internal teams.

The coordinator identifies equipment due for preventive maintenance, schedules customer and service-provider visits, handles inquiries, follows up on service completion, reviews reports, maintains Salesforce cases, and coordinates parts. For installation projects, the coordinator manages the process from post-sale handoff through completion, keeping sales orders, service work orders, project records, schedules, stakeholders, and required documentation aligned.

The position also maintains accurate customer, equipment, order, project, service, and master-data records; prioritizes open work; collaborates across departments; and contributes to standard work and continuous improvement using LEAN principles. This is a full-time, non-exempt hybrid position based in Irvine, California.

Requirements

• High school diploma or GED equivalent.
• At least one year of experience in customer service, service coordination, administrative support, project coordination, sales support, call center operations, or a comparable environment.
• Professional written and verbal communication skills and the ability to communicate effectively with customers, service providers, and cross-functional partners.
• Organization, follow-up, problem-solving, conflict-resolution, planning, and attention-to-detail skills.
• Ability to manage multiple priorities accurately, meet deadlines, and adapt to changing schedules or customer requirements.
• Working proficiency with Microsoft 365, including Outlook, Teams, and Excel.
• Ability to perform business math, including percentages, discounts, ratios, and basic cost or order calculations.
• Customer-focused, accountable, collaborative, and continuous-improvement mindset.

Nice To Haves

• Experience coordinating field service, preventive maintenance, commercial equipment installation, logistics, or order fulfillment.
• Experience working with third-party service contractors and reviewing service or installation documentation.
• Experience using Salesforce, SAP, or comparable CRM and ERP platforms.

Responsibilities

• Review system reports and service-contract requirements to identify equipment due for preventive maintenance and establish service schedules.
• Schedule preventive maintenance visits with customers and authorized service providers within required maintenance intervals, confirming site access, equipment information, and service scope.
• Manage preventive maintenance email and telephone inquiries, respond professionally and promptly, and route technical matters appropriately.
• Follow up with service providers to confirm service completion, review reports for completeness, and update or close Salesforce service cases with accurate labor, parts, notes, and completion information.
• Resolve scheduling conflicts, service-provider assignment issues, and capacity constraints, escalating recurring or high-impact risks to the supervisor.
• Coordinate preventive maintenance parts availability, allocation, shipment, tracking, and reconciliation with service providers.
• Coordinate assigned commercial equipment installation projects from post-sale handoff through completion, aligning scope, site readiness, equipment, parts, service-provider resources, and target dates.
• Process and maintain applicable sales orders in SAP and service work orders or project records in Salesforce according to established procedures and approval requirements.
• Serve as the central contact for installation inquiries and provide proactive updates on milestones, dependencies, scope changes, and delays.
• Coordinate customers, third-party service providers, Warehouse and Logistics, Sales Operations, Technical Support, and other stakeholders to support efficient installations.
• Track projects against committed timelines, identify obstacles early, document recovery actions, and escalate material schedule or scope risks.
• Confirm installation completion and obtain service reports, customer acceptance information, and other documentation required for accurate project closure.
• Maintain complete, current, and accessible customer, equipment, order, project, service, and master-data records in approved systems.
• Prioritize work, follow through on open items, and communicate decisions and next steps clearly.
• Partner with Sales Operations, Warehouse and Logistics, Service Administration, Technical Support, Finance, and Customer Solutions.
• Identify recurring service or workflow issues and contribute to standard work, knowledge sharing, and continuous improvement using LEAN principles.
• Protect confidential customer and company information and follow applicable data-security, safety, and records-retention requirements.
• Perform other related duties consistent with the position’s general scope and business needs.

Benefits

• Comprehensive medical, dental, and vision coverage with a generous employer contribution.
• 401(k) retirement plan with company match.
• Company-paid life insurance.
• 12 paid holidays.
• Additional voluntary benefits and employee discount programs.
• Positive, inclusive work culture that values work-life balance.
• Onsite gym.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED