Service Coordinator II

Generac Power Systems • Sussex, WI

6d

About The Position

The Service Coordinator II serves as a primary customer contact for service requests and coordinates service operations from request intake through job completion and billing. The role creates and maintains service jobs, schedules field technicians, arranges preventative maintenance and repairs, and keeps customer, location, equipment, account, and work-order information accurate in company systems and customer portals.

The coordinator monitors job progress, works with credit and billing teams to resolve issues, prepares completed jobs for invoicing, and processes entry-level to mid-level service contracts and renewals. Working under general direction, the role manages its own workload, supports other Service Department roles, and cross-trains Service Coordinator I team members. Participation in a rotating on-call team may be required depending on 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 and ability to prioritize work assignments.
• Interpersonal skills for working with internal and external customers and contributing as a team player.
• Ability to handle high-pressure situations.
• Basic math skills, including 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 and ensure 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, ensuring 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 work with technical billers to finalize invoicing.
• 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.
• Participate in a rotating on-call team to respond to emergency service requests, as required by location.
• Manage an independent workload under general direction and cross-train Service Coordinator I team members.

What This Job Offers

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