Service Operations Coordinator (Eagle River, WI)

Entrance Technologies•Eagle River, WI

About The Position

Entrance Technologies is seeking a Service Operations Coordinator to coordinate daily service operations for an automatic pedestrian door company. The position is the primary point of contact for incoming calls and customer inquiries and coordinates technician scheduling and dispatch, service invoicing, purchasing, and documentation for large preventive maintenance projects. The role supports efficient service department operations through clear customer communication, accurate billing, and organized project coordination. The successful candidate will be detail-oriented, highly organized, customer-focused, and able to manage multiple priorities in a fast-paced environment. The coordinator manages service calls and technician schedules, responds to customer questions, prepares and processes invoices, orders and tracks parts and supplies, and maintains documentation for proactive maintenance programs. The position also provides general administrative support to the service manager and operations team and helps keep records and processes accurate and up to date.

Requirements

Previous experience in service dispatching, scheduling, customer service, or administrative coordination is preferred.
Strong organizational skills and exceptional attention to detail.
Excellent verbal and written communication skills.
Ability to answer incoming calls professionally while managing multiple responsibilities.
Strong time management skills and ability to prioritize competing deadlines.
Proficiency in Microsoft Office, including Outlook, Word, and Excel.
Ability to learn and use service management, invoicing, purchasing, and scheduling software.
Ability to maintain accurate records and manage large volumes of documentation.
Professional, dependable, proactive, and customer-service oriented.
Ability to work independently and collaborate effectively with a team.

Nice To Haves

Experience with invoicing, purchase orders, vendor coordination, or maintenance contract administration.
Previous operational experience in construction, doors, service, or a related field.

Responsibilities

Receive, prioritize, schedule, and dispatch service calls to technicians based on urgency, location, availability, and customer needs.
Coordinate technician schedules, service appointments, and follow-up visits; share job details and site instructions with technicians.
Monitor service call progress, communicate schedule changes or delays to customers, coordinate emergency requests, and escalate urgent issues to management.
Maintain service schedules, work orders, and service management system records; follow up on outstanding calls to support timely completion and customer satisfaction.
Answer incoming calls, direct inquiries, respond to customer questions, gather accurate service and site information, and route technical, billing, or escalated concerns appropriately.
Review completed work orders and prepare and process accurate, timely invoices for labor, materials, parts, and other applicable charges.
Verify technician notes, labor hours, parts used, purchase orders, and customer billing requirements; maintain invoice records and supporting documentation.
Assist with invoice corrections and billing questions and coordinate with accounting regarding discrepancies and missing documentation.
Order parts, materials, and supplies; obtain vendor pricing and availability; prepare purchase orders and track orders, deliveries, backorders, and shipments.
Coordinate materials availability with technicians and management, maintain purchasing records, and resolve vendor order discrepancies, returns, and delivery issues.
Create, organize, and update preventive maintenance project documentation, including customer and site information, equipment lists, schedules, inspection records, work orders, service reports, and maintenance history.
Maintain complete, current, accessible project binders and coordinate preventive maintenance schedules with customers and technicians.
Track completed and outstanding maintenance visits, equipment locations, service requirements, deficiencies, recommended repairs, and follow-up work.
Coordinate records and communications for multi-site and large-scale maintenance accounts; flag missing paperwork, overdue visits, and outstanding recommendations.
Assist with maintenance reports, customer updates, and project documentation.
Maintain accurate electronic and physical files and update customer information, equipment records, service histories, and other data.
Assist the service manager and operations team with administrative tasks and special projects; support communication across service, accounting, technicians, sales, and management.
Identify opportunities to improve scheduling, documentation, billing, and administrative processes, and perform other related duties as assigned.