Service Coordinator

Generac Power Systems • Sussex, WI

3d

About The Position

Energy Systems, a full-service distributor of Generac equipment and solutions, sells, services, and rents industrial power solutions. The Service Coordinator serves as a primary contact for customers and helps coordinate service operations, including requests, work orders, technician schedules, preventative maintenance, and repairs. The role tracks jobs through completion, escalates issues when necessary, participates in service operations meetings, and provides cross-functional support to the Service Department. The coordinator also participates in a rotating on-call team for emergency service requests as required by location.

Requirements

• High school diploma or G.E.D.
• One to three years of administrative experience in a service-related business.
• One to three 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, including the ability to prioritize work assignments.
• Proven 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.
• Four years of administrative experience in a service-related business.
• Four 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.
• 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.
• 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.

What This Job Offers

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