Service Operations Coordinator

USA DAELIM TRANSFORMER INC•Houston, TX

6d•Onsite

About The Position

Daelim Transformer is seeking a highly organized, responsible and result-driven, detail-oriented Service Operations Coordinator to oversee and support our growing service division. This role is responsible for scheduling, tracking, and ensuring the successful completion of service jobs, including warranty work and billable services. The ideal candidate thrives in a fast-paced environment, excels at coordination, and maintains a strong focus on accuracy and customer satisfaction.

Requirements

2+ years of experience in service coordination, operations or a related roles.
Strong organizational and time management skills.
Experience scheduling field service or technical teams preferred.
Familiarity with warranty processes and service billing is a plus.
Excellent communication and problem-solving abilities.
Proficiency in Microsoft Office and service management/ERP systems.
Ability to manage multiple priorities in a fast-paced environment.
Ability to think out of the Box.
Works well under pressure.
Ability to prioritize and manage tasks simultaneously.
Strong organizational and planning skills.
Excellent communication and interpersonal skills.
Ability to work in a fast-paced environment.
Proficient in-service management software and tools.
Flexibility to accommodate scheduling across multiple time zones.
Previous experience in service planning or a related field is preferred.
Ability to build relationships and teams and maintain useful interaction with all involved parties.
Other duties as required.
Excellent command of web-based digital tools.
Proactive and positive attitude.

Nice To Haves

Experience in industrial equipment, manufacturing, or electrical/transformer industry.
Exposure to field service operations or technical service environments.

Responsibilities

Coordinate site resources and plan manpower requirements.
Schedule and coordinate service jobs, including field technicians and customer timelines.
Track all service job documentation, ensuring accuracy and completeness.
Coordinate warranty service requests and ensure proper processing and tracking.
Oversee billable service work, including job setup, tracking and invoicing coordination.
Ensure necessary parts are available for site visits.
Communicate effectively with customers, technicians and internal teams to ensure timely updates and issue resolution.
Maintain service logs, reports and key performance metrics.
Ensure all service work is properly closed out in internal systems.
Identify process improvements to increase efficiency and service quality.
Provide flexibility to support all USA time zones.
Check and enhance Work Orders in ZoHo or other applications ensure all documentation is completed and accurate. Prior to sending to customer.
Prioritize interventions based on customer type, contract SLAs, and resource availability.
Assign work orders through application (Site Docs or other).
Optimize scheduling to enhance profitability.
Monitor intervention execution and reschedule or cancel as needed.
Maintain Work Order data quality, including billable information and planner deviations.
Complete work orders for non-connected external technicians (time entries, deviations, site intervention reports).
Participate in regular meetings with the Field Services team to develop improvement plans based on performance metrics.
Manage the budget for each service performed.
Maintain control of the documentation generated for each service.
Keep strict track of each service and report on the company’s digital platform.
Submit a periodic needs assessment plan.
Flexibility to accommodate scheduling across multiple time zones.