Service Coordinator I

Marlborough, MA - USA

Full time

JR14809

We are Energy Systems, the leader in industrial power solution sales, service, and rentals.

With an ongoing tradition of providing excellent products and outstanding service for our customers, Energy Systems is one of the longest existing Generac Industrial Distributors in the United States. We are a full-service distributor of Generac equipment and solutions providing sales, service and rentals.

Major Responsibilities

• Serve as the primary point-of-contact for customers, triaging incoming service requests and ensuring prompt resolution.

• Create and manage service jobs in the system, while coordinating technician schedules to optimize efficiency.

• Proactively schedule preventative maintenance and repair services, confirming details with customers.

• Utilize customer portals to oversee and update all open work orders, ensuring accuracy and timeliness.

• Track and oversee job progress from initiation through completion, escalating issues as needed to meet deadlines.

• Participate in department meetings with the service operations team to align priorities and resolve challenges.

• Provide cross-functional support to other Service Department roles as needed to maintain operational continuity.

• Participate in a rotating on-call team to respond to emergency service requests, as required by location.

Minimum Job Requirements

Education

• High School Diploma or G.E.D.

Work Experience

• One to three years of administrative experience in a service-related business.

• One to three years of scheduling field technicians and/or customer service.

Knowledge / Skills / Abilities

• Computer literacy is required, including a working knowledge of Microsoft Office applications (i.e., Outlook, Word, Excel).

• General knowledge of service parts and the service industry, including but not limited to basic mechanical and technical aptitude.

• Incorporate time management skills by prioritizing work assignments.

• Proven interpersonal skills with both internal and external customers, including being a team player to create synergy within the office and company.

• Must be able to handle high-pressure situations.

• Must have basic math skills for computing percentages, multipliers, sales tax, and totals on parts orders.

Preferred Job Requirements

Education

• Associate or bachelor's degree in related field.

Work Experience

• 4 years of administrative experience in a service-related business.

• 4 years of scheduling field technicians and/or customer service.

Knowledge / Skills / Abilities

• Working knowledge of business enterprise systems (e.g. FieldServio, SAP, etc.).

• Proficiency in schematic and service documentation.

Compensation

Generac is committed to fair and equitable compensation practices. The hourly compensation for this role is $25.00-32.00 an hour. This compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location. This role is eligible for variable compensation including short term and long-term incentives.

Physical Requirements and Working Conditions

While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law."

We believe power is a promise - a shared commitment to be there for others when it matters most.

For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.

Ready to Power a Smarter World with us?

As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac's success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people's lives and their own.