Service Coordinator II

Generac Power Systems • Sussex, WI

7d • Onsite

About The Position

The Service Coordinator II is responsible for supporting the daily operations of the Service Department by managing administrative and scheduling functions. This includes creating and maintaining service jobs in the company’s business systems, answering and routing incoming service calls, and assisting with technician scheduling to ensure efficient job coordination. The role also involves maintaining organized electronic records, facilitating communication between team members, and providing general administrative support as needed. The Service Coordinator II reports directly to the Branch Manager.

Requirements

• High School Diploma or G.E.D.
• Two to four years of administrative experience in a service-related business.
• Two to four years of scheduling field technicians and/or customer service.
• Computer literacy is required, including a working knowledge of Microsoft Office applications (i.e., Outlook, Word, Excel).
• General knowledge of service parts and the service industry, including but not limited to basic mechanical and technical aptitude.
• Incorporate time management skills by prioritizing work assignments.
• Proven interpersonal skills with both internal and external customers, including being a team player to create synergy within the office and company.
• Must be able to handle high-pressure situations.
• Must have basic math skills for computing percentages, multipliers, sales tax, and totals on parts orders.

Nice To Haves

• Associate or bachelor's degree in related field.
• 4 years of administrative experience in a service-related business.
• 4 years of scheduling field technicians and/or customer service.
• Working knowledge of business enterprise systems (e.g. FieldServio, SAP, etc.).
• 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, while coordinating technician schedules to optimize efficiency.
• Proactively schedule preventative maintenance and repair services, confirming details with customers.
• Create, audit, and update new customers in the system 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 smooth service operations, escalating issues as needed.
• Utilize customer portals to oversee and update all open work orders, ensuring accuracy and timeliness.
• Track and oversee job progress from initiation through completion, escalating issues as needed to meet deadlines.
• Review completed jobs for accuracy and readiness for billing, collaborating with technical billers to finalize invoicing, escalating issues as needed.
• 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 to respond to emergency service requests, as required by location.
• Work under general direction; manage own workload and cross-train Service Coordinator I team members, fostering skill development and knowledge sharing.

Benefits

• We believe power is a promise - a shared commitment to be there for others when it matters most.
• For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.
• Ready to Power a Smarter World with us?
• As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives.
• Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team.
• Our challenging goals develop knowledgeable employees dedicated to helping continue Generac’s success.
• Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people’s lives and their own.

What This Job Offers

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