Service Coordinator

Service Coordinator

With over 50 years of proven performance, Zonatherm Products and ThermFlo provide complete, end-to-end solutions for essential mission critical power and cooling systems serving industries from data centers, hospitals and municipalities to industrial and commercial facilities. From initial planning and expert guidance to custom equipment, system design, installation, and ongoing support, we deliver a fully integrated approach that keeps operations running smoothly.

The Service Coordinator acts as an intermediary between customers and our HVAC/Generator Service Technicians. This role is responsible for dispatching technicians to location, scheduling emergency services, and coordinating preventive maintenance work orders (all requested servicing goes through this department). The Service Coordinator will dispatch, track, and schedule work, completing necessary documentation to optimize day-to-day service operations and customer satisfaction. They are responsible for reviewing requests and submitting within customer portals in a timely manner to keep business efficiency.

Essential Responsibilities

• Manages and prioritizes work orders across planned maintenance, emergency calls, quoted work, warranty repairs, and customer requests, ensuring schedules align with urgency, resource availability, and contract requirements.
• Assigns technicians based on skill set, location, workload, and service deadlines to maximize field efficiency and customer satisfaction.
• Communicates schedule updates, delays, and changes proactively to customers and internal teams to maintain transparency and reduce operational impact.
• Collaborates with service leadership on prioritization, capacity planning, and workload distribution to support overall business needs.

Customer Communication

• Serves as a primary point of contact for customers regarding service scheduling & status updates.
• Gathers detailed information on symptoms, site conditions, and customer expectations and accurately communicates these to assigned technicians to ensure preparedness.
• Maintains strong professional relationships by providing timely responses, clarifying service scope, and escalating concerns when needed.

Systems, Applications & Documentation Management

• Utilizes designated technical applications, OEM portals, field service software, and internal systems to schedule work, record updates, and maintain accurate service case information.
• Ensures all internal and customer-facing portals reflect up-to-date, accurate information, including scheduled dates, case notes, documents, and completion details.
• Documents all scheduling and communication actions promptly to support billing, compliance, and field operations.

Case Monitoring & Performance Tracking

• Monitors the status of all open service cases daily, coordinating with technicians, customers, and supervisors to drive timely completion.
• Identifies potential delays, resource gaps, or scope changes early and initiates the appropriate escalation or mitigation steps.

Secondary Responsibilities

• Proactively identifies bottlenecks, recurring issues, or communication breakdowns and suggests process improvements to enhance team efficiency.
• Escalates customer questions, concerns, and service risks to the appropriate internal teams to ensure swift resolution.
• Comprehends and adheres to all safety, quality, and Company guidelines specified in the Employee Handbook, the safety policy manuals, quality procedures or any official Company documents.
• Other duties, as assigned.

How To Succeed In This Role

• Resolve scheduling and dispatch challenges quickly, coordinating closely with technicians to balance capacity, skill sets, and customer urgency.
• Deliver timely, clear status updates, outlining next steps and setting accurate expectations for customers' mission-critical maintenance and service activities.
• Maintain precise, real-time records, ensuring every portal, case file, and internal system reflects current schedules, notes, documents, and service details.
• Track all open cases continuously, flagging risks early and escalating or adjusting plans to prevent delays and protect customer satisfaction.
• Strengthen cross-functional alignment, partnering closely with technicians, supervisors, and service leadership to prioritize work, solve resource gaps, and support business goals.

Requirements

Essential Qualifications And Requirements

• Education: Requires high school diploma or equivalent (GED).
• Experience: A minimum of 2 years in an escalated customer service response role, ideally Level II or Level III.
• Communication Skills: Excellent phone etiquette and verbal communication skills, with the ability to listen effectively to understand the needs of internal and external customers and adjust technical content to meet different audience knowledge.
• Attention To Detail: Ability to write effectively for electronic communication with customers, coworkers, and vendors. Ability to read and interpret documents such as customer specifications, warranties, and company standards.
• Computer Skills: Ability to use Microsoft Office suite and experience with additional dispatch software.
• Supervisory Responsibility: This position has no supervisory responsibilities.

Preferred Qualifications:

• Education: Associate or bachelor's degree preferred.
• Experience: 3+ years of experience in a field technician service dispatch environment.
• Software: Dispatch software experience preferred. (e.g.: Service Titan or equivalent).
• Implementation: Project implementation experience with a new software system.

Work And Travel Requirements:

• Physical Demands: This position requires the ability to operate within an office environment and occasionally lift and/or move up to 10 pounds. Reasonable accommodations will be provided aligned with current federal and state regulations upon request.
• Work Environment: This job generally operates in a professional clerical, office setting. This role routinely uses standard office equipment such as computers, phones, adding machine, postage machine and photocopiers.
• Position Type And Expected Hours Of Work: This is an hourly, full-time position, operating Monday-Friday with a one (1) hour unpaid lunch.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without prior notice.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.