Job Title: Service Coordinator
Location: Remote
Compensation: $28–$32 per hour
Work Hours: Must be available to work standard business hours aligned with the assigned time zone.
Position Overview:
We seek a detail-oriented and proactive Service Coordinator to support field service operations by managing scheduling, client coordination, reporting, and documentation. This remote position requires strong communication skills, multitasking ability, and comfort with customer-facing interactions. The ideal candidate thrives in a fast-paced environment and is skilled at balancing priorities across teams and time zones.
Key Responsibilities:
Direct Service Scheduling
- Coordinate monthly preventive maintenance (PM) appointments with clients.
- Schedule time and materials (T&M) service jobs with clients, ensuring the right technician is assigned based on skill requirements.
- Manage and update technician calendars using Salesforce or other scheduling platforms.
- Confirm upcoming weekly service appointments with clients, vendors, and field service engineers (FSEs).
- Verify job details, including date, time, scope, equipment, and assigned technicians, to avoid errors or denied access on-site.
- Maintain and update the on-call schedule for field service personnel.
- Balance workloads, manage overtime needs, and ensure training schedules are accounted for.
- Handle emergency service calls, coordinate dispatch of field engineers, and manage the entire case lifecycle from start to resolution.
- Check parts availability before confirming any job scheduling to ensure timely completion.
- Collaborate with client points of contact to create and adjust annual service schedules.
- Ensure Method of Procedure (MOP) documentation is completed when necessary.
Managed Maintenance Scheduling:
- Schedule subcontractors for services under managed maintenance agreements.
- Confirm subcontractor attendance and ensure required documentation is completed post-service.
Field Service Reporting – Technicians:
- Distribute Field Service Reports (FSRs) to lead technicians.
- Track the completion of FSRs and ensure they are linked to billing opportunities.
- Share FSRs with clients upon request.
Field Service Reporting – Subcontractors:
- Collect reports from vendors and upload them into the customer relationship management (CRM) system.
- Link vendor-submitted FSRs to billable opportunities.
Field Service Reporting – Follow-Up:
- Review FSRs for action items and initiate follow-up tasks when needed.
Quotes and Job Management:
- Assist with the creation and management of quotes for time and materials jobs.
- Ensure all service requests have corresponding work orders.
- Obtain purchase orders (POs) when needed for urgent requests, or escalate to the sales team as appropriate.
- Collect and verify documentation such as security access forms and certificates of insurance for both internal teams and subcontractors.
- Ensure all required paperwork is completed before confirming any job schedule.
General Support Activities:
- Answer incoming service hotline calls during business hours.
- Work collaboratively with cross-functional teams to enhance service efficiency and customer satisfaction.
- Host virtual meetings with internal stakeholders to review upcoming jobs, discuss challenges, and manage rescheduling needs.
- Maintain a professional workspace.
- Perform other related duties as assigned.
Qualifications:
- Excellent verbal communication and customer service skills.
- Proven ability to multitask and manage multiple urgent tasks at once.
- High school diploma or equivalent required.
- Strong comprehension skills and the ability to follow detailed instructions.
- Proficiency with Microsoft Office applications.
- Experience with customer relationship management (CRM) systems such as Salesforce, and scheduling platforms.
- Two to three years of experience in a scheduling or dispatch role is preferred.
- Strong organizational and coordination abilities.
- Consistently maintain a professional demeanor and appearance.