Service Coordinator II

Generac•Sussex, WI

About The Position

The Service Coordinator II serves as the primary customer point of contact for service requests and coordinates the administrative workflow for service jobs, from initial request through completion and billing. The role creates and manages service jobs, schedules technicians, arranges preventative maintenance and repairs, maintains customer and equipment account records, and monitors open work orders and job progress. It also supports account-status resolution, contract processing and renewals, and accurate job closeout and invoicing. Working under general direction, the coordinator manages their own workload, participates in service operations meetings, provides cross-functional support, and cross-trains Service Coordinator I team members. The position may participate in a rotating on-call team for emergency service requests as required by location. Work is performed in an office environment and includes regular computer-based work.

Requirements

High school diploma or GED.
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 and the ability to prioritize work assignments.
Interpersonal skills with internal and external customers, and the 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.
At least 4 years of administrative experience in a service-related business.
At least 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, triaging incoming service requests and ensuring prompt resolution.
Create and manage service jobs in the system and coordinate technician schedules to optimize efficiency.
Proactively 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 proper documentation and system updates.
Partner with the credit department to resolve account status issues and maintain service operations, escalating 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, collaborating with technical billers to finalize invoicing and escalating issues as needed.
Process new entry-level to mid-level contracts and renewals for related services in the electronic management system.
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 to respond to emergency service requests, as required by location.
Manage own workload under general direction and cross-train Service Coordinator I team members.