Planned Service Coordinator

Groupe Seb • Irvine, CA

9d • 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 for customers, authorized service providers, logistics partners, and internal teams.

For preventive maintenance, the coordinator identifies equipment due for service, schedules visits within required intervals, manages inquiries, follows up on service completion, reviews documentation, updates Salesforce cases, resolves scheduling and capacity issues, and coordinates parts availability and shipment. For installations, the coordinator manages assigned projects from post-sale handoff through completion, maintains applicable sales orders in SAP and work orders or project records in Salesforce, communicates project updates, coordinates stakeholders and resources, tracks timelines and risks, and obtains documentation for project closure.

The position also maintains accurate customer, equipment, order, project, service, and master-data records; prioritizes open work; partners across departments; and contributes to standard work and continuous improvement using LEAN principles. It is a full-time, non-exempt hybrid position based in Irvine, California. The hourly rate is $24.00–$25.50.

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.
• Ability to work at a desk and use a computer, telephone, and standard office equipment for extended periods.
• Ability to occasionally lift, carry, push, or pull service parts or office materials weighing up to 20 pounds.

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.
• Contact customers and authorized service providers to schedule preventive maintenance visits and confirm site access, equipment information, and service scope.
• Manage preventive maintenance email and telephone inquiries, respond professionally, and route technical matters appropriately.
• Follow up with service providers, review service reports, 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; escalate 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 procedures and approval requirements.
• Serve as the central contact for installation inquiries and provide proactive updates about milestones, dependencies, scope changes, and delays.
• Coordinate customers, third-party service providers, Warehouse and Logistics, Sales Operations, Technical Support, and other stakeholders to support installation workflows.
• Track projects against committed timelines, identify obstacles, document recovery actions, and escalate material schedule or scope risks.
• Confirm installation completion and obtain service reports, customer acceptance information, and other required documentation for 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 cross-functionally 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