Service Operations Coordinator

Service Operations Coordinator

The Service Operations Coordinator is responsible for supporting the service department by managing administrative functions, coordinating service orders, and facilitating communication between customers, technicians, and internal departments. This role plays a key part in delivering a high-quality service experience to our customers through prompt, professional, and accurate communication and documentation.

· Open, process, and close service work orders promptly and accurately.

· Communicate with customers regarding service status updates, job estimates, scheduling, and follow-ups.

· Collaborate with the service team, parts department, and Service Manager/General Manager to ensure timely completion of jobs.

· Maintain accurate records of labor hours, parts usage, and service reports.

· Process and submit invoices and warranty claims efficiently.

· Ensure a high level of customer satisfaction through timely and professional communication.

· Assist in ordering parts and coordinating logistics as needed for service jobs.

· Support the Management group with reporting, scheduling, and departmental goals.

· Maintain a customer-focused approach, handling issues with urgency, empathy, and attention to detail.

· High school diploma or equivalent required; associate degree preferred.

· 2+ years of administrative or customer service experience, preferably in a service, automotive, agricultural or heavy equipment industry.

· Strong customer service skills with a professional and courteous demeanor.

· Excellent written and verbal communication abilities.

· High attention to detail and strong organizational skills.

· Proficiency with Microsoft Office Suite (Word, Excel, Outlook).

· Familiarity with ERP systems or service management software is a plus.

· Ability to multitask and prioritize in a fast-paced, team-oriented environment.

· Knowledge of heavy equipment, parts, or technical services is preferred.

· Office environment with periodic exposure to the shop or yard.

· Frequent communication via phone and email with customers and technicians.

· Must be able to sit, stand, and use a computer for extended periods.