Service Coordinator II

Generac•Sussex, WI

About The Position

The Service Coordinator II serves as a primary point of contact for customers, coordinating service requests, technician schedules, maintenance, repairs, job tracking, and billing readiness. The role manages service and customer information in company systems, supports contract processing and renewals, and works with customers and internal teams to keep service operations accurate and timely. Under general direction, the coordinator manages their own workload and cross-trains Service Coordinator I team members. The position also participates in a rotating on-call team for emergency service requests when required by location.

Requirements

High school diploma or G.E.D.
At least 2 years of administrative experience in a service-related business.
At least 2 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, including the ability to prioritize work assignments.
Interpersonal skills with internal and external customers, and 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.
4 years of administrative experience in a service-related business.
4 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.
Schedule preventative maintenance and repair services and confirm details with customers.
Create, audit, and update customer records and maintain customer location accounts.
Manage equipment transfers between accounts, ensuring appropriate documentation and system updates.
Partner with the credit department to resolve account status issues and escalate issues as needed.
Use customer portals to oversee and update open work orders, maintaining accuracy and timeliness.
Track jobs from initiation through completion and escalate issues as needed to meet deadlines.
Review completed jobs for accuracy and billing readiness, and collaborate with technical billers to finalize invoicing.
Process new entry-level to mid-level contracts and renewals in the electronic management system for related services.
Participate in department meetings with the service operations team 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 for emergency service requests, as required by location.
Manage own workload under general direction and cross-train Service Coordinator I team members.