Service Coordinator

Service Coordinator

The Service Coordinator is the primary administrative owner of equipment service requests for Equator's wholesale partners and company cafes. This position receives and documents requests, conducts initial remote troubleshooting within established guidelines, dispatches internal technicians or third-party service partners, tracks each case through resolution, and completes the related service billing and records. The Service Coordinator works closely with Account Managers, Sales, Customer Service, field technicians, third-party vendors, Retail Operations, and Accounting to provide timely, professional support and reliable follow-through. Success in this role requires excellent phone and written communication, sound judgment, strong organization, accurate system documentation, comfort working across multiple software platforms, and consistent availability during the assigned Wednesday-through-Sunday schedule.

Essential Responsibilities:

• Monitor and respond to the shared service email inbox, business phone line, voicemails, case queue, and other designated service channels throughout the scheduled workday.
• Answer service calls and communicate with wholesale partners, cafe teams, vendors, and internal stakeholders in a timely, calm, professional, and solutions-oriented manner.
• Gather complete intake information, including account and location, contact information, equipment type and identifying details, symptoms or error codes, business impact, urgency, relevant photos or video, and troubleshooting already attempted.
• Conduct initial remote troubleshooting within established procedures; escalate issues that require technical expertise, management approval, or immediate field response.
• Set realistic expectations and provide proactive status updates until the issue is resolved or formally handed off.
• Create a complete case or service record for every request in the designated CRM, ERP, and/or ticketing system on the day it is received.
• Review account service terms, equipment history, warranty status, service coverage, and approved routing information before dispatching when available and applicable.
• Dispatch requests to the appropriate internal technician or approved third-party service vendor and confirm receipt, ownership, scheduling, and the next action.
• Maintain accurate case status, notes, contacts, commitments, technician updates, parts needs, appointments, and follow-up dates so the record reflects the current state of the work.
• Follow up consistently with technicians, vendors, Account Managers, cafe teams, and customers to prevent open requests from stalling or being lost between teams.
• Escalate urgent, unresolved, repeat, safety-related, or high-impact issues promptly to the appropriate Account Manager and Wholesale leader.
• Confirm resolution with the customer or internal stakeholder, capture final technician notes and vendor documentation, and close the case only after the record is complete.
• Complete service billing for technician time, travel, parts, and third-party work accurately and within established timelines.
• Review supporting documentation and coordinate with Accounting, Account Managers, technicians, and vendors to resolve missing information, discrepancies, credits, warranties, or billing questions.
• Coordinate approved equipment purchases, submitting PO's to manufacturers and track shipping timelines, needs to expedite, and communication with internal and third party teams receiving equipment prior to installation.
• Coordinate parts purchases, returns, and warranty claims; maintain accurate equipment cost, specification, and status records.
• Maintain service, equipment, and customer records in the designated systems as the source of truth.
• Develop, maintain, and monitor preventative maintenance and water-filter schedules for assigned accounts and cafes, including upcoming service reminders and overdue follow-up.
• Support quarterly equipment, parts, and smallwares inventory counts and reconcile discrepancies with the appropriate operational and accounting partners.
• Maintain accurate equipment profiles and service histories, including customer-owned, Equator-owned, loaned, or temporarily placed equipment, as assigned.
• Provide routine service activity reporting, including open and aging cases, pending dispatches, recurring issues, completed service, and items awaiting billing or documentation.
• Identify recurring service issues, workflow gaps, or documentation needs and elevate recommendations to the Director of Wholesale.
• Partner with Account Managers, who retain ownership of the customer relationship and commercial decisions, while owning the administrative service workflow once a request enters the service channel.
• Coordinate clear handoffs across scheduled days off and ensure active cases have a visible owner, current status, documented next step, and escalation path.
• Participate in service and cross-functional meetings and communicate priorities, risks, delays, and resource needs clearly.
• Follow established service procedures and support updates to standard operating procedures, troubleshooting guides, customer instructions, and internal reference materials.
• Support additional service coordination and Wholesale administrative responsibilities consistent with the role as business needs evolve.
• Service channels are monitored throughout the scheduled workday, and requests receive a prompt professional response or acknowledgment.
• Every service request is entered in the designated system with complete, accurate, and timely documentation.
• Open cases are actively managed through resolution, with clear follow-up dates, current status, and proactive communication.
• Completed service is supported by the required notes and documentation and is moved to billing within established timelines.
• Urgent issues, delays, recurring failures, customer dissatisfaction, and unresolved roadblocks are escalated promptly.
• Attendance, reliability, and full availability during the assigned Wednesday-through-Sunday schedule are essential functions of the role.

Qualifications & Requirements:

• Three or more years of experience in service coordination, dispatch, customer support, office administration, sales support, operations, or a comparable role.
• Working knowledge of commercial coffee equipment or comparable appliance or equipment service operations; specialty coffee experience strongly preferred.
• Excellent written, verbal, telephone, and interpersonal communication skills, with the ability to communicate professionally across customers, vendors, technicians, and internal teams.
• Exceptional organization and attention to detail, with the ability to manage competing priorities, maintain accurate records, meet deadlines, and follow through with limited supervision.
• Strong customer service, critical-thinking, and troubleshooting skills, including the judgment to resolve routine issues and escalate appropriately.
• Demonstrated professionalism, accountability, reliability, adaptability, sound judgment, and a calm disposition under pressure.
• Proficiency with NetSuite or another ERP; Zoho or another CRM or case-management platform; RingCentral or another business phone system; Google Workspace; and Microsoft Office, including Excel.
• Ability to learn and work effectively in new ticketing, work-order, inventory, communication, and reporting systems as Equator's processes and technology evolve.
• Ability to work collaboratively across departments while maintaining clear ownership of assigned work and communicating progress and roadblocks proactively.
• High school diploma or equivalent required; relevant education, training, or industry certification preferred.

Position Type Expected Hours Location and Travel:

• This is a full-time, non-exempt position regularly scheduled for 40 hours per week, Wednesday through Sunday, from 8:00 a.m. to 5:00 p.m., with a one-hour unpaid meal period each day.
• Regular Saturday and Sunday availability is an essential requirement of this position. The schedule may be adjusted based on business needs with appropriate notice and in accordance with applicable law and company policy.
• The position is currently eligible to perform approximately 40%-60% of work remotely, subject to performance, operational needs, required in-person meetings, inventory work, training, and company remote-work policies. Remote-work eligibility and percentage are not guaranteed and may change.
• The employee must maintain reliable internet and telephone access and a work environment appropriate for professional customer calls and confidential business information while working remotely.
• Occasional local travel and in-person work at Equator facilities, cafes, customer locations, or service sites may be required.
• Overtime must be approved in advance. All time worked must be accurately recorded and will be paid in accordance with applicable law, regardless of whether advance authorization was obtained.

Compensation and Benefits:

• The hourly pay range for this position is $28.00-$35.00. Placement within the range will be based on relevant experience, skills, internal equity, and business considerations. This full-time position is eligible for Equator's applicable employee benefits under the terms and waiting periods of the governing plans and policies, including health and welfare benefits, paid time off, holiday pay, employee assistance resources, employee discounts and coffee benefits, volunteer time, and the 401(k) plan with company match.

General Statement:

• This position description describes the general nature and level of work performed by employees assigned to this role. It is not intended to list