Service Coordinator II

Generac Power Systems • Sussex, WI

8d

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 readiness. The role creates and manages service jobs, schedules technicians, arranges preventative maintenance and repairs, maintains customer and equipment account information, and oversees work orders through customer portals. The coordinator works with customers, technicians, the credit department, technical billers, and the wider Service Department to resolve issues, maintain accurate records, and meet deadlines.

The position also processes entry-level to mid-level service contracts and renewals, supports department operations, and participates in a location-dependent rotating on-call team for emergency requests. Under general direction, the coordinator manages their own workload and cross-trains Service Coordinator I team members.

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 ability to prioritize work assignments.
• Proven interpersonal skills with internal and external customers, including the ability to work as part of a team.
• Ability to handle high-pressure situations.
• Basic math skills for computing percentages, multipliers, sales tax, and parts-order totals.

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, triaging service requests and ensuring prompt resolution.
• Create and manage service jobs in the system and coordinate technician schedules for 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 proper 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 job progress from initiation through completion and escalate issues to meet deadlines.
• Review completed jobs for accuracy and billing readiness, collaborating with technical billers to finalize invoices.
• 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.
• 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.

What This Job Offers

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