Service Program Coordinator

Nortek•Oklahoma City, OK

10d

About The Position

Nortek Data Center Cooling is seeking a motivated, customer-focused Service Program Coordinator to support its Service organization. The role provides operational and customer support to customers, field technicians, service partners, and internal teams by managing service inquiries, coordinating service activities, processing orders and quotes, and resolving customer and operational issues. The coordinator independently owns assigned processes, projects, and customer issues from initiation through resolution. The role requires sound judgment and critical thinking to evaluate information, identify discrepancies or risks, and ensure work is accurate and complete. The successful candidate works in a fast-paced environment, communicates effectively, takes initiative, and contributes to continuous improvement while building technical expertise in data center cooling equipment. Responsibilities include serving as a primary customer contact; resolving routine issues and escalating complex technical concerns; identifying replacement parts and processing orders in INFOR ERP; preparing standard quotations and following up with customers; coordinating service and warranty cases, technician dispatch, and customer updates; maintaining records in ERP and CRM systems; and sharing customer insights and recurring issues to improve service processes and technical resources. The coordinator also participates in technical and customer service training.

Requirements

Associate's degree or equivalent combination of education and relevant experience.
At least 3 years of customer service, service operations, technical support, order management, field service coordination, or related operational experience.
Ability to think independently, exercise sound judgment, and apply critical-thinking skills to solve problems and make informed decisions.
Ability to assess information for accuracy and reasonableness, identify potential issues, and take appropriate action with minimal supervision.
Strong analytical and problem-solving skills and a continuous improvement mindset.
Demonstrated ownership of projects, processes, or initiatives with minimal oversight.
Strong problem-solving, communication, and organizational skills.
Experience coordinating activities across multiple departments and stakeholders.

Nice To Haves

Bachelor's degree in Business, Operations, Supply Chain, Engineering, or a related field.
Experience leading process improvement initiatives.
Experience mentoring, training, or guiding less experienced team members.
Experience working with ERP, CRM, or service management systems.

Responsibilities

Serve as the primary point of contact for customers, field technicians, and service partners by phone, email, and service portals.
Provide responsive support for parts inquiries, service requests, and general equipment questions.
Resolve routine customer issues during the first interaction when possible using troubleshooting tools, documentation, and knowledge resources.
Escalate complex technical concerns to Technician II or leadership and provide customers with regular updates.
Review orders, requests, and operational activities for accuracy and reasonableness; identify discrepancies, risks, and improvement opportunities.
Identify process inefficiencies and recommend improvements to customer experience and service performance.
Identify and verify replacement parts using equipment nameplates, serial numbers, exploded diagrams, QR codes, and ERP resources.
Process parts orders in INFOR ERP and confirm pricing, quantities, availability, lead times, and shipping details before release.
Coordinate with warehouse and logistics teams to support timely order fulfillment and delivery communication.
Generate standard replacement-part quotations and communicate pricing and lead-time information.
Follow up on outstanding quotations and customer inquiries, assist customers through the quote-to-order process, and escalate non-standard pricing requests.
Open, document, and triage service and warranty cases, including commissioning, preventive maintenance, break/fix, and extended warranty events.
Coordinate technician dispatch activities and communicate schedules and status updates.
Gather warranty documentation, including serial numbers, equipment information, photos, and failure details.
Maintain complete and accurate records in ERP and CRM systems.
Document customer interactions, troubleshooting activities, and case resolutions.
Share customer insights and recurring issues to help improve service processes, online tools, and technical resources.
Participate in ongoing technical and customer service training programs.