Bilingual Technical Service Coordinator

Job Description

Position Summary
The Bilingual Technical Service Coordinator is the first point of contact for BE&SCO Manufacturing's Service Department, supporting customers who need help with their equipment by phone, email, and in person. This role blends customer service, technical troubleshooting, and dispatch coordination — gathering equipment details, performing initial phone-level diagnostics, and prioritizing the Service Technician schedule so issues get resolved quickly and accurately. BILINGUAL (FLUENT SPANISH SPEAKING) CANDIDATES ARE A MUST. The position also provides general office and administrative support to the Service, Sales, and Parts departments.

Essential Duties and Responsibilities

1. Customer Service and Technical Troubleshooting

• Answer, track, and handle incoming phone calls and emails in a professional and timely manner
• Perform initial phone-level troubleshooting to diagnose basic equipment issues before dispatching a Service Technician
• Gather make, model, error codes, and symptom details to accurately diagnose and prioritize service calls
• Guide customers through basic troubleshooting steps, escalating to a technician when the issue exceeds phone-level resolution

2. Service Coordination and Dispatch

• Prioritize and coordinate the Service Technician schedule based on urgency, complexity, and workload
• Process service work orders and maintain an orderly workflow
• Assist the Service Manager with scheduling, procedures, and department organization
• Coordinate service and customer trainings and other department events

3. Records and Reporting

• Maintain accurate customer and service records in Salesforce
• Analyze statistics, compile reports, and flag recurring technical issues to the Service Manager
• Proofread, process, and file paperwork, contracts, and RFP/RFI/RFQ responses

4. Administrative and Cross-Functional Support

• Provide general clerical and office support, including correspondence, filing, and supply coordination
• Coordinate travel arrangements, expense reports, and invoice processing
• Assist with special projects and other duties as assigned
• Maintain confidentiality when handling sensitive customer and business information

Minimum Qualifications

• 3–5 years of experience in customer service or administrative roles
• BILINGUAL (FLUENT SPANISH SPEAKING) — REQUIRED. Must speak, read, and write fluently in English and Spanish
• Working knowledge of mechanical/electrical equipment systems, or strong aptitude for learning technical troubleshooting
• Proficient in Windows, Outlook, Word, Excel, and CRM/ERP systems
• Excellent phone, listening, and written communication skills
• Strong organizational and multitasking skills; able to manage competing priorities

Preferred Qualifications

• Prior experience in equipment service, HVAC, or industrial maintenance
• Experience with Salesforce or similar CRM platforms
• Ability to read basic wiring diagrams, parts lists, or equipment manuals

Physical Requirements

• Sit for prolonged periods, up to 8 hours per day
• Extensive and continuous phone communication and computer/keyboard use
• Occasional visits to the manufacturing floor, which can be noisy

Location:
This is an in-person position located at:
200 Lombrano Street
San Antonio, TX 78207

Schedule:
Monday – Friday
8:00 AM – 5:00 PM

Compensation:
$19.00 – $23.00 per hour, depending on qualifications and experience.

Work Environment:
This position requires regular onsite attendance in an office setting, with occasional time on the manufacturing floor, and regular interaction with customers by phone, email, and in person.