Service Operations Coordinator

The Service Operations Coordinator is responsible for driving the daily execution of the Service Department. This role ensures service tickets are accurate, prioritized correctly, scheduled efficiently, and closed profitably. The coordinator acts as the operational hub between customers, technicians, vendors, and the Service Manager to ensure fast response times, high customer satisfaction, and clean documentation that protects revenue and margin. This position is critical to improving service response time, technician utilization, communication quality, and billing accuracy.

Location: Lewisville, TX

Job Type: Full-Time

Responsibilities

Customer Communication

• Serve as the primary contact for inbound service requests

• Gather necessary information to diagnose and route service issues

• Schedule appointments, set expectations, and communicate updates

• Follow up with customers after service to confirm resolution and satisfaction

Service Ticket Management

• Create and maintain accurate service tickets in the system

• Verify warranty eligibility, service history, and labor type

• Ensure documentation, notes, and photos are complete before closing tickets

Scheduling & Technician Coordination

• Manage technician schedules and prioritize urgent service calls

• Coordinate appointment logistics, site access, and job scope details

• Work with the Service Manager to confirm parts availability when needed

Preventative Maintenance

• Track preventative maintenance contracts and due dates

• Schedule PM visits and ensure services are documented and invoiced properly

Issue Resolution

• Address customer concerns and collaborate with technicians to resolve issues

• Escalate recurring or complex problems to the Service Manager

Operational Support

• Monitor open service tickets and maintain accurate service dashboards

• Ensure documentation is complete to support timely invoicing

• Identify opportunities to improve service workflows and efficiency

Qualifications

• 3+ years experience in dispatching, service coordination, or operations support

• Experience with high call volume and multitasking at a high level.

• Must be available for rotating weekends on-call

• Strong proficiency in Microsoft Outlook and service management software

• High attention to detail and documentation discipline

• Ability to prioritize under pressure

• Strong communication skills with both customers and technical staff

• Experience with storage systems or industrial equipment preferred

• Familiarity with Spacesaver or Kardex products is a plus

Benefits

• PTO

• Holiday Pay

• 401K

• 100% Paid Medical, Dental, and Vision Insurance for employees

• Employee Stock Ownership Program (ESOP)

• Parental Leave Program

• Life Insurance

• Disability Insurance

• Tuition reimbursement

• Referral bonus program

• Charity Matching Program

Our Core Values

Respect - We respect the talents and skills of each individual on our company team

Innovation - We aim to stay at the forefront of new products and services through progressive and creative approaches

Service - We strive to exceed the needs of our clients by providing timely, accurate, and courteous service

Excellence - We desire to make each person’s experience with Southwest Solutions Group a positive one

Mission

We are a faith-filled community of ordinary people that RISE every day to secure a future for this generation and future generations of SSG employee owners by making people and space work better together everywhere.

About Us

Southwest Solutions Group® is a solution-oriented business-to-business company that provides innovative efficiency systems to all types of businesses and government agencies. Our mission is to make people and space work better together everywhere.

Headquartered in Dallas, Texas, and operating out of 16 offices nationwide. Our team takes pride in the work we do so that we can successfully deliver our client’s projects on time and within budget. Every solution created for our clients is truly unique in scope, which requires focus and dedication to doing the little things correctly.

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Southwest Solutions Group is an equal-opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce.