Service Operations Coordinator

Service Operations Coordinator

Position Summary:

Reporting to the Director of Service, the Service Operations Coordinator, serves as a primary point of contact between customers, service technicians, manufacturing, logistics, and other internal teams to ensure the efficient repair, maintenance, and support of Meyer Sound products worldwide. This role coordinates the complete service lifecycle, including customer communications, return authorizations, repair administration, warranty evaluation, service order management, parts coordination, and repair status updates. This is a full time, non-exempt position earning between $31.50 - $41.80 per hour.

Key Responsibilities:

Customer Support & Service Coordination
• Serve as a primary customer contact for service-related inquiries via phone, email, and web-based support systems.
• Provide first-level troubleshooting assistance and direct customers to appropriate technical resources.
• Communicate repair status, lead times, quotations, warranty determinations, and shipping information.
• Deliver a high level of customer service while maintaining positive customer relationships.

Repair Administration
• Create and manage Return Authorization (RA) requests.
• Coordinate incoming product repairs, warranty evaluations, failure analysis requests, and exchanges.
• Review incoming equipment documentation and ensure accurate service records.
• Open, maintain, and close service work orders in company business systems.
• Verify warranty eligibility and process warranty claims in accordance with company policy.

Operational Coordination
• Track repairs through all stages of the service process.
• Coordinate activities between Service, Production, Engineering, Quality, Logistics, Purchasing, and Finance.
• Assist with prioritization of customer repairs based on business requirements and customer needs.
• Monitor service metrics and help identify opportunities for process improvements.
• Help maintain accurate service documentation and customer records.

Inventory & Logistics Support
• Coordinate service parts requests and inventory transactions.
• Support material movement associated with repairs and service activities.
• Work with shipping and logistics personnel to ensure proper packaging and shipment of repaired products.
• Assist with inventory control activities related to service operations.

Continuous Improvement
• Identify opportunities to improve customer experience and internal efficiency.
• Support implementation of new service processes, systems, and documentation.
• Contribute to cross-functional projects that improve service delivery and operational effectiveness.

Qualifications:
• 3+ years of experience in customer service, service operations, repair administration, manufacturing support, or a related field.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Excellent organizational skills and attention to detail.
• Proficiency with Microsoft Office applications and business software systems.
• Experience working directly with customers and resolving issues professionally.
• Ability to understand technical concepts and communicate them effectively.
• Ability to lift and move equipment weighing up to 40 pounds as needed.

Preferred
• Experience in professional audio, electronics, manufacturing, or related technical industries.
• Familiarity with CRM, ERP, or service management systems.
• Understanding of audio signal flow and professional sound reinforcement systems.
• Experience with warranty administration, repair processes, or technical support functions.
• Knowledge of inventory control and logistics processes.