Service Coordinator - Mathews Mechanical

Job Title: Service Coordinator

Position Summary:

We are looking for a dedicated and detail-oriented Service Coordinator to execute the day-to-day operations of scheduling, dispatching, parts ordering, and communication for our service team. This role is critical in ensuring timely and efficient service delivery, maintaining service agreements, and handling logistics for parts, trucks, and trailers. The ideal candidate will be highly organized, able to multitask effectively, and communicate clearly both with internal teams and customers.

Key Responsibilities:

• Scheduling & Dispatching:
• Schedule service appointments, dispatch technicians, and coordinate daily service operations.
• Ensure all service calls are prioritized, assigned, and executed based on customer needs, technician availability, and geographic location.
• Follow up with customers to confirm service appointments, providing reminders and ensuring customer satisfaction.
• Service scheduling:
• Execute the scheduling and tracking of service agreements and maintenance contracts.
• Coordinate periodic service visits for customers with active service agreements, ensuring timely follow-through and compliance.
• Communicate with clients about upcoming service renewals and address any questions regarding agreement terms.
• Parts Ordering & Follow-Up:
• Research, order, and track parts needed for service calls and equipment maintenance.
• Liaise with suppliers and vendors to ensure timely procurement and delivery of parts.
• Monitor inventory levels, ensure parts are available for technicians before service appointments and handle any back orders or delays efficiently.
• Truck & Equipment:
• Oversee the scheduling of trucks and equipment used by service technicians
• Parts Research:
• Perform research to identify parts needed for specific service calls, ensuring compatibility and accuracy of parts ordered.
• Maintain accurate records of parts used for repairs, ensuring proper inventory and reordering when necessary.
• Communication & Documentation:
• Execute all inbound and outbound service-related communications via email, phone, or other platforms, ensuring timely responses to customer inquiries and service-related questions.
• Document and update all service requests, orders, and service call details accurately in the system.
• Coordinate with internal teams (technicians, execute) to provide updates, share customer feedback, and ensure timely resolution of any service-related issues.

Qualifications:

• Experience: Minimum of 3 years' experience in service coordination, dispatching, or logistics (preferably in a field service or repair-oriented industry).
• Skills:
• Strong organizational skills and the ability to prioritize tasks effectively.
• Some maintenance and technical knowledge
• Excellent communication skills, both written and verbal, for interaction with customers, suppliers, and internal teams.
• Detail-oriented with the ability to track multiple schedules, parts orders, and service calls simultaneously.
• Proficient in Microsoft Office (Excel, Word, Outlook) and familiar with service execute or dispatch software.
• Experience in parts research is a plus.
• Education: High school diploma or equivalent; a related associate's degree or certification is a plus.

Physical Requirements:

• Ability to sit for extended periods and handle light physical tasks (e.g., lifting small parts, filing documents).

Working Conditions:

• Full-time, in-office position.

Compensation:

• Competitive salary 65k -75k based on experience.
• Benefits package includes health insurance, paid time off, and retirement plan options.