Service Delivery Coordinator

Pearce Services-posted about 1 month ago
Full-time • Mid Level
Onsite • Lake Mary, FL
1,001-5,000 employees
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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 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.

  • 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.
  • 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 must be able to comply with FCC/FAA/EPA/OSHA Standard.
  • Candidates must report to the Lake Mary, Florida office daily and reside in the Lake Mary, Florida area.
  • 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.
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