Service Delivery Coordinator

Pearce Services • Frederick, MD

7h • $23 - $30 • Hybrid

About The Position

The Service Delivery Coordinator serves as a key liaison between customers, internal teams, and business development partners. This individual ensures post-sale excellence by driving customer satisfaction, service coordination, and strategic process oversight. This position is hybrid and regional. Candidates should live in Frederick, Maryland to report to the office as needed.
This role bridges the gap between customer needs and company goals—managing both day-to-day customer operations and broader success initiatives. The Service Delivery Coordinator Censures timely, quality service delivery while contributing to continuous improvement in the customer experience lifecycle.

Requirements

• Bachelor's degree or Associate degree preferred (equivalent work experience in project management or customer service will be considered).
• 3–5 years in customer service, project management, or customer success
• Experience in high-demand, fast-paced service environments.
• Strong communication skills—written and verbal.
• Ability to prioritize, multitask, and manage competing deadlines.
• Proficient in MS Office; experience with NetSuite, Salesforce or similar CRM/ERP systems is a plus.
• Detail-oriented, analytical, and collaborative mindset with strong customer orientation.
• Self-motivated and able to work effectively with cross-functional teams.
• Candidates residing in the Frederick, Maryland area are preferred.
• Candidates must be able to comply with FCC/FAA/EPA/OSHA Standard.

Nice To Haves

• Experience with NetSuite, Salesforce or similar CRM/ERP systems is a plus.

Responsibilities

• Serve as the main point of contact for assigned accounts, handling all post-sale support and service needs.
• Lead customer onboarding activities including kick-off meetings, site and equipment creation, and work order setup.
• Manage incoming customer requests, coordinate field service response, and maintain regular communication with Field Operations
• Proactively follow up on work orders, ensuring any remedial actions are completed and reports are submitted to customers.
• Collaborate with BDRs, BDMs, and Sales Reps to process customer contracts, ensuring accuracy and integrity of data and terms of services.
• Receive and review incoming work requests and customer purchase orders (POs).
• Set up work orders (WOs) accurately in the system, ensuring that all required information is present and all company standards are met.
• Coordinate with internal teams to resolve any intake discrepancies or missing information.
• Address and resolve field action items such as contract updates, site or equipment data corrections, and service escalations.
• Collaborate with Finance to resolve billing issues and monitor accounts receivable health.
• Help with any site access issues and works hand in hand with Regional Schedulers
• Prepare work order close out packages/Field Service Reports and send them to customers.
• Responsible for updating any customer portals with scheduling and close-out information.
• Work with National Closeout Teams to ensure proper and timely completion of WO and reports’ delivery.
• Audits open work orders to ensure data consistency between customer portals and Pearce systems.
• Review REP (Repair Evaluation Process) tickets submitted by field technicians when additional asset issues are identified during unrelated site visits.
• Validate ticket details, confirm scope, and route for appropriate follow-up action or customer approval as needed.
• Lead customer success initiatives by defining KPIs, metrics, and reporting strategies that track department performance and customer health.
• Support recruitment, training, and performance management of the Service Delivery team.
• Specific duties may vary or evolve over time based on business and client needs.

Benefits

• Pearce offers a family-friendly and innovative culture with opportunities for growth, competitive compensation, comprehensive health benefits including medical, dental and vision insurance, flexible spending accounts, HSA option.
• To help you recharge, we have paid vacation and paid holidays.
• For your future, we offer a company-matching 401(k) Retirement, Life Insurance, Tuition reimbursement, and professional development training.
• To help you be successful at work, as required for the role, we will provide a company vehicle, phone, laptop, or tablet along with all necessary tools and safety equipment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree