Technical Services Coordinator

Apollo Safety, Inc.•Fall River, MA

5d•$60,000 - $75,000•Onsite

About The Position

Apollo Safety is one of New England's leading providers of gas detection equipment, calibration services, repair, rentals, technical field service, and safety solutions. For more than 30 years, we have helped protect workers and maintain compliance for customers in pharmaceutical, manufacturing, utility, laboratory, municipal, and industrial environments. We are seeking a highly organized, proactive, and customer-focused Technical Services Coordinator to join our growing team. This position serves as the central point of coordination between customers, field technicians, sales personnel, and internal departments to ensure the successful delivery of calibration services, repairs, installations, training, maintenance agreements, and technical service projects. This is an excellent opportunity for someone who thrives in a fast-paced environment, enjoys solving problems, coordinating people and schedules, and wants to grow into future operational leadership responsibilities.

Requirements

3+ years of experience in scheduling, dispatching, customer service, project coordination, service administration, operations support, or a related role.
Excellent organizational and time-management skills.
Strong written and verbal communication abilities.
Ability to prioritize and manage multiple tasks simultaneously.
Strong customer service and relationship-building skills.
Proficiency with Microsoft Outlook, Excel, Word, Teams, and Microsoft 365.
Ability to work independently while collaborating effectively with multiple departments.
Strong attention to detail and follow-through.
Reliable, dependable, and committed to delivering results.
3+ years of experience in scheduling, dispatching, customer service, project coordination, operations support, service administration, or a similar role.
Strong organizational skills and attention to detail.
Excellent written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong customer service and relationship-building skills.
Proficiency with Microsoft Outlook, Excel, Word, Teams, and Microsoft 365.
Ability to work independently while collaborating with multiple departments.
Comfortable learning new software systems and business processes.
Reliable, dependable, and committed to following tasks through to completion.

Nice To Haves

Experience in one or more of the following areas: Field service dispatching or technician scheduling, Industrial service organizations, Technical service coordination, Gas detection equipment, Calibration services, Manufacturing or pharmaceutical environments, OSHA-regulated facilities, CRM, ERP, scheduling, dispatch, or service management software, Construction, HVAC, fire protection, industrial maintenance, or technical operations
Associate's or Bachelor's degree in Business, Operations, Communications, or a related field is preferred but not required.
Experience coordinating field service personnel or technicians.
Experience in construction, HVAC, fire protection, industrial service, utilities, manufacturing, logistics, or technical service environments.
Experience with CRM, ERP, scheduling, dispatch, or service management software.
Experience coordinating customer projects, installations, repairs, maintenance activities, or service programs.
Associate's or Bachelor's degree in Business, Operations, Communications, or a related field (preferred but not required).

Responsibilities

Coordinate daily, weekly, monthly, and long-range schedules for field service technicians.
Schedule calibrations, preventive maintenance visits, repairs, installations, startups, inspections, and technical support visits.
Maintain service schedules and customer commitments up to one year in advance.
Assign technicians based on skills, certifications, customer requirements, and geographic location.
Coordinate customer training sessions and on-site technical service visits.
Manage emergency service requests and scheduling changes.
Serve as a primary point of contact for service customers.
Confirm appointments via phone and email.
Communicate service dates, expectations, project requirements, and technician arrival information.
Respond promptly to customer inquiries and service requests.
Follow up with customers after service completion to ensure satisfaction.
Escalate customer concerns and service issues when necessary.
Assist with the planning and coordination of installation, commissioning, upgrade, and repair projects.
Gather project requirements, safety documentation, permits, site information, and customer contacts.
Coordinate project logistics including travel arrangements, equipment shipments, rental equipment, and calibration gas requirements.
Monitor project milestones, timelines, and completion dates.
Coordinate technician schedules, travel arrangements, and PTO requests.
Ensure technicians have complete job information before arriving on site.
Maintain service documentation and customer records.
Assist management with workload balancing and scheduling optimization.
Create, update, and maintain service orders.
Track open service calls and ensure timely completion.
Coordinate billing information with Accounting following service completion.
Assist with inventory, equipment, and rental coordination.
Prepare service-related reports and operational metrics.
Assist with scheduling recurring calibration, maintenance agreements, and service contracts.
Support customer retention and recurring revenue programs.
Help identify upcoming customer service needs and renewal opportunities.
Support the continued growth of Apollo Safety's Technical Services Division.
Maintain highly accurate technician schedules.
Deliver exceptional customer service and responsiveness.
Improve technician utilization and scheduling efficiency.
Ensure service work is completed and processed promptly.
Support recurring calibration and maintenance programs.
Help drive growth within Apollo Safety's service business.
Become a trusted resource for customers, technicians, and coworkers.
Develop the skills necessary to assume increasing operational leadership responsibilities.