Service Coordinator, Power Systems

Altorfer CAT•Cedar Rapids, IA

10d•Hybrid

About The Position

The Service Coordinator is a key member of the Altorfer Power Systems team, serving as the central point of contact for coordinating daily service operations. This role is responsible for coordinating technician assignments, responding to customer service requests, preparing quotes, and overseeing the full lifecycle of work orders—from creation to completion. The Service Coordinator maintains clear communication with customers regarding job status, processes change orders, reviews technician timecards and service reports, and ensures accurate and timely work order closure. The ideal candidate brings a strong mechanical or electrical aptitude, exceptional administrative and computer skills, and a proactive, customer-focused mindset. This position requires the ability to juggle multiple priorities while maintaining a positive, solutions-oriented attitude that reflects Altorfer’s commitment to service excellence.

Requirements

Administrative or clerical experience is required.
Proficient in Microsoft Office (Excel, Word).
Excellent communication skills, both verbal and written.
High school diploma or equivalent required.
Must possess a valid driver’s license with clean driving record. This includes no more than 2 minor violations within the past 3 years and no major violations within the past 5 years (Motor Vehicle Report will be performed on final candidate).

Nice To Haves

Previous service department experience is a huge plus. This position would be ideal for a service writer or advisor looking to expand their knowledge in an adjacent industry
Prior experience coordinating field service or technical dispatch operations is preferred; supervisory experience is a plus.
Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
Positive, professional attitude with a focus on problem-solving and customer satisfaction.
Solid understanding of general maintenance schedules and familiarity with mechanical or electrical equipment, particularly engine-generator systems, is strongly preferred.
Sales or quoting experience in a service-related environment is a plus.
Experience with CRM tools, service work order systems, or dispatch software is a plus.
Willingness to support after-hours service needs when required.

Responsibilities

Direct customer contact. Serve as the primary point of contact for customer service requests across Power Systems divisions (Electric Power, Industrial, Marine, and Locomotive).
Coordinate scheduling of service visits with customers and maintain the daily technician dispatch schedule.
Communicate proactively with customers regarding appointments, job progress, quotes, and any changes to service plans.
Gather and document detailed equipment information, service needs, operational complaints, urgency, and estimated repair time during initial customer contact.
Create accurate repair quotes and follow up to maximize closure rate while maintaining strong customer relationships.
Handle additional service requests, change orders, and incremental opportunities as they arise.
Manage assigned technician's productivity.
Act as the primary contact for field technicians regarding work order assignments and execution.
Ensure technicians are prepared with necessary tools, parts, documentation, and information to complete assigned jobs efficiently.
Assist with job pre-planning as needed to optimize technician productivity.
Strive to minimize non-productive technician time and travel.
Conduct monthly walk-throughs with commercial technicians and participate in weekly technician meetings.
Work order management (opening and closings). Open work orders, assign tasks to appropriate technicians, and coordinate parts needed for job completion.
Review and edit technician service reports to ensure accurate documentation, alignment with work orders, and identify any additional service opportunities.
Review and correct technician timecards for accuracy in job coding, hours logged, and data entry.
Close work orders upon completion, ensuring labor, parts, and miscellaneous charges are properly recorded, and generate invoices.
Ensure all equipment information is current and accurate in the business systems.
Evaluate technician performance related to flat-rate jobs and Time Reporting Guidelines (TRGs); report deficiencies to the Service Manager.
Support continuous improvement initiatives in service operations, working closely with the Service Manager to improve processes and enhance the customer experience.
Assist the Sales Project Management team with service coordination for new equipment startups and commissioning, including special forms, quotes, job site coordination, and inspections.
Maintain current knowledge of Caterpillar warranty and policy claim processes and ensure adherence to factory and dealer guidelines.
Monitor technician training needs and communicate opportunities to the Service Manager.
Keep the Service Manager and Technical Communicator informed of product health trends, warranty issues, and customer or employee concerns.
Perform other duties as assigned to support the overall goals of the Service Department and Altorfer Power Systems.