Service Coordinator

Job Description

Job Description

Martin Electric is an 85+ year electrical contractor building its next generation. We take on complex, fast-moving commercial and industrial projects where execution matters. Our clients count on us to say, “Don’t worry. We’ve got it.” and then deliver.

Position Overview

Your job is to keep our Service Department moving.  You are the traffic controller connecting customers, service technicians, the Service Manager, materials and the schedule. You will make sure the right technician reaches the right customer with the right information and resources — and keep everyone informed when the plan changes.

This is more than an administrative scheduling role. You will think ahead, solve problems, make decisions within established guardrails and take ownership of the daily service workflow.

Responsibilities | What You'll Own

• Build and continuously manage the daily service schedule.
• Receive, assess and prioritize service requests, including emergencies and high-risk situations.
• Create complete work orders - site contact, location, issue, issue, issue, access, safety, PO/NTE and billing detail.
• Match technicians to calls by skill, certifications, customer familiarity, urgency, geography and availability.
• Optimize routes, utilization and backlog while minimizing avoidable travel and overtime.
• Communicate assignments, ETAs, delays and schedule changes proactively to technicians and customers.
• Coordinate manpower, materials, equipment, permits and other resources required to complete the work.
• Track open calls through completion and capture everything needed for billing and closeout.
• Recognize what you can resolve, what the Service Manager requires and what creates immediate risk.
• Maintain operating visibility through accurate documentation, reporting and Service Department KPIs.

Qualifications

• Exceptional organization, follow-through and closed-loop communication.
• Sound judgment balancing urgency, customer impact, technician capacity and incomplete information.
• A calm, clear and decisive presence under pressure.
• Confident, professional communication with customers and field personnel, including difficult conversations.
• Ability to decide independently within established guardrails — and escalate appropriately.
• Strong attention to detail, accurate data entry and geographic / logistical thinking.
• Willingness to learn electrical terminology, service concepts and each technician’s capabilities.
• Technology fluency: Microsoft Office, dispatch / service software, CRM and ERP systems.
• Awareness of how utilization, travel, overtime, callbacks and incomplete tickets affect profitability.
• Electrical, construction, field-service or skilled-trades experience strongly preferred
• High school diploma / GED required; associate degree or equivalent experience preferred.
• 21+ years of age.
• Must have personal transportation and has had a drivers license for 5+ years, clean MVR.
• Ability to occasionally support evening or weekend service needs.

THIS ROLE MAY NOT BE FOR YOU IF...You need every day to go according to plan; you crack under pressure; you bring pessimism or drama to a team that has room for neither; you would rather let the phone ring than answer it; your instinct is that it can wait until tomorrow; you struggle to stay organized; or you do not thrive in a fast-paced environment. If your first response is “That’s not my job,” this is not your seat.

Pay & Benefits

• $27 – $35 per hour, based on experience and qualifications.
• Medical through MVP Health Care — two EPO plans, with the individual HDHP premium 100% employer-paid.
• Dental and vision coverage available through Guardian.
• $25,000 basic term life with AD&D, provided by Martin Electric.
• 401(k) and Profit Sharing through Principal — 3% Safe Harbor plus discretionary profit sharing (16.3% five-year average total company contribution).
• Employee Assistance Program through Ally Health at no cost, including up to 10 free counseling sessions.
• Six paid holidays, early closing at 1:00pm on the day preceding each holiday.

Who Thrives Here

Find a Way —  Problems are real. Excuses are optional. You assess, communicate and find the next best path forward.

Be Genuine —  Say what you mean and mean what you say, even when the conversation is difficult.

Stay Hungry & Humble —  Nobody is above the work. You are eager to learn and willing to jump in.

We’re a Team —  Challenge directly. Care deeply. You hold the schedule while earning trust and respect.

Committed to Excellence —  Raise the standard. Details matter because small misses create expensive downstream problems.