Torchora
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Key Responsibilities and Required Skills for Service Coordinator

💰 $45,000 - $65,000

Customer ServiceOperationsCoordinationAdministrationLogistics

🎯 Role Definition

A Service Coordinator is the central hub of our service operations, the organizational backbone that ensures seamless, efficient, and exceptional service delivery to our clients. You are the primary liaison between our customers and our field service technicians, mastering the art of scheduling, communication, and problem-solving. This role is pivotal in driving customer satisfaction and loyalty by meticulously managing the entire service lifecycle, from the initial client request to the final resolution and follow-up. You're not just managing tasks; you're orchestrating experiences, ensuring that every interaction is positive and every service appointment is a success. Success in this position means our technical teams are effective, our customers are happy, and our service department runs like a well-oiled machine.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative
  • Dispatcher
  • Administrative Assistant
  • Project Assistant

Advancement To:

  • Senior Service Coordinator / Team Lead
  • Field Service Manager
  • Operations Manager
  • Service Delivery Manager

Lateral Moves:

  • Project Coordinator
  • Logistics Coordinator
  • Sales Support Specialist

Core Responsibilities

Primary Functions

  • Act as the single point of contact for clients, handling incoming service requests via phone, email, and web portals with professionalism and empathy.
  • Skillfully schedule and dispatch field service technicians or engineers, strategically optimizing their routes and assignments to maximize efficiency and meet service level agreements (SLAs).
  • Create, manage, and meticulously track service work orders from initiation through to completion, ensuring all details are accurately recorded in the CRM or ERP system.
  • Proactively communicate with customers, providing timely updates on technician ETAs, service status, potential delays, and resolution plans.
  • Prepare and deliver detailed service quotes and estimates to customers, clearly outlining costs for labor, parts, and other associated fees.
  • Address and resolve customer inquiries, concerns, and escalations with a calm and solution-oriented approach, aiming for first-contact resolution whenever possible.
  • Collaborate closely with internal departments, including parts procurement, sales, and technical support, to ensure all necessary resources are aligned for successful service delivery.
  • Diligently verify the accuracy and completeness of technicians' service reports, timesheets, and part usage before processing.
  • Manage the procurement and logistics of necessary parts and equipment for service jobs, tracking orders to ensure timely arrival.
  • Generate and process accurate invoices for completed service work, ensuring correct billing details and timely submission to clients or accounts payable.
  • Conduct post-service follow-up calls or surveys with customers to gauge satisfaction, gather feedback, and ensure all issues have been fully resolved.
  • Maintain and update the customer database and service records with precision, ensuring data integrity for reporting and historical reference.
  • Monitor service team performance against key performance indicators (KPIs) such as response time, first-time fix rate, and customer satisfaction scores.
  • Manage warranty claims processes, including submission, tracking, and communication with manufacturers and customers.
  • Triage and prioritize service requests based on urgency, contract type, and resource availability to ensure critical issues are addressed promptly.
  • Provide comprehensive administrative support to the service manager and the wider service department to facilitate smooth daily operations.
  • Onboard new clients into the service system, ensuring all contract details, site information, and points of contact are correctly configured.
  • Coordinate with third-party vendors and subcontractors when specialized services or equipment are required to complete a job.
  • Prepare and distribute daily, weekly, and monthly reports on service activities, technician productivity, and departmental performance.
  • Ensure all service activities are performed in compliance with company policies, industry regulations, and health and safety standards.

Secondary Functions

  • Assist in developing and refining service coordination procedures, workflows, and best practices to drive continuous improvement.
  • Participate actively in team meetings, contributing ideas and feedback to enhance the overall effectiveness and morale of the service department.
  • Support the training and mentoring of new team members, sharing knowledge of systems, processes, and customer service standards.
  • Help maintain an accurate inventory of essential service parts, tools, and supplies, assisting with cycle counts and reordering as needed.
  • Identify and flag opportunities for upselling service contracts, maintenance plans, or additional services to the sales team.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM/ERP Proficiency: Hands-on experience with service management systems like Salesforce Service Cloud, ServiceNow, SAP, or industry-specific ERPs.
  • Dispatching & Scheduling Software: Demonstrated ability to use scheduling software to manage calendars and optimize technician routes effectively.
  • Microsoft Office Suite: Advanced proficiency in MS Office, particularly Outlook for communication, Excel for reporting and tracking, and Word for documentation.
  • Data Entry & Management: High level of accuracy and speed in data entry and maintaining digital records.
  • Quoting & Invoicing: Experience creating detailed service quotes and generating accurate invoices using financial or service software.
  • Technical Acumen: Ability to grasp and communicate basic technical concepts related to the company's products or services (e.g., IT, HVAC, medical devices).

Soft Skills

  • Exceptional Communication: The ability to communicate clearly, concisely, and professionally with customers, technicians, and internal teams, both verbally and in writing.
  • Organizational Mastery: Superior organizational and time-management skills, with a proven ability to prioritize and manage multiple competing tasks in a fast-paced environment.
  • Problem-Solving: A proactive and resourceful approach to identifying issues, analyzing root causes, and implementing effective solutions.
  • Customer-Centric Attitude: A genuine passion for providing outstanding customer service and building positive, long-lasting client relationships.
  • Multitasking Agility: The capacity to juggle numerous responsibilities simultaneously without sacrificing attention to detail or quality of work.
  • Attention to Detail: Meticulous in all aspects of the role, from data entry to scheduling, ensuring accuracy and preventing errors.
  • Composure Under Pressure: The ability to remain calm, patient, and effective when dealing with stressful situations, tight deadlines, and difficult customers.
  • Collaborative Spirit: A strong team player who works well with others to achieve shared goals and contributes to a positive work environment.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED equivalent.

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Business Administration
  • Communications
  • Operations Management
  • Logistics

Experience Requirements

Typical Experience Range: 2-5 years of experience in a customer-facing, coordination, or administrative role.

Preferred: Direct experience as a Service Coordinator, Dispatcher, or Project Coordinator within a technical service industry (e.g., IT services, telecommunications, facilities management, HVAC, manufacturing, or medical equipment).

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