Service Coordinator II

Generac Power Systems•Corona, CA

3d•$27 - $33

About The Position

The Service Coordinator II supports the daily operations of the Service Department by managing administrative and scheduling functions. The role creates and maintains service jobs in company business systems, answers and routes incoming service calls, and assists with technician scheduling to support efficient job coordination. It also maintains organized electronic records, facilitates communication among team members, and provides general administrative support as needed. The position reports directly to the Branch Manager. The Service Coordinator II serves as a primary customer contact and coordinates service requests, preventive maintenance, repairs, technician schedules, work orders, job progress, and billing readiness. The role also supports account and equipment record maintenance, works with the credit department to resolve account status issues, processes service contracts and renewals, and provides cross-functional support to the Service Department. It operates under general direction and includes cross-training Service Coordinator I team members. Participation in a rotating on-call team may be required depending on location.

Requirements

High school diploma or GED.
Two to four years of administrative experience in a service-related business.
Two to four years of experience scheduling field technicians and/or in customer service.
Computer literacy, including working knowledge of Microsoft Office applications such as Outlook, Word, and Excel.
General knowledge of service parts and the service industry, including basic mechanical and technical aptitude.
Time-management skills and ability to prioritize work assignments.
Interpersonal skills with internal and external customers, including ability to work as a team player.
Ability to handle high-pressure situations.
Basic math skills for computing percentages, multipliers, sales tax, and totals on parts orders.

Nice To Haves

Associate or bachelor's degree in a related field.
Four years of administrative experience in a service-related business.
Four years of experience scheduling field technicians and/or in customer service.
Working knowledge of business enterprise systems such as FieldServio or SAP.
Proficiency in schematic and service documentation.

Responsibilities

Serve as the primary point of contact for customers, triage incoming service requests, and ensure prompt resolution.
Create and manage service jobs in the system and coordinate technician schedules to optimize efficiency.
Proactively schedule preventive maintenance and repair services and confirm details with customers.
Create, audit, and update new customers in the system and maintain customer location accounts.
Manage equipment transfers between accounts and ensure proper documentation and system updates.
Partner with the credit department to resolve account status issues, maintain smooth service operations, and escalate issues as needed.
Use customer portals to oversee and update open work orders, ensuring accuracy and timeliness.
Track job progress from initiation through completion and escalate issues as needed to meet deadlines.
Review completed jobs for accuracy and billing readiness, collaborate with technical billers to finalize invoicing, and escalate issues as needed.
Process new entry-level to mid-level contracts and renewals for related services in the electronic management system.
Participate in service operations department meetings to align priorities and resolve challenges.
Provide cross-functional support to other Service Department roles as needed to maintain operational continuity.
Participate in a rotating on-call team to respond to emergency service requests, as required by location.
Manage own workload under general direction and cross-train Service Coordinator I team members, supporting skill development and knowledge sharing.