Service Coordinator

Job Title: Service Coordinator
Job Location: Houston, TX
Job Type: Full-Time

Job Description:

• Service Coordination: Schedule and coordinate preventive maintenance, breakdown repairs, inspections, and field service visits for diesel and gas generator systems.
• Customer Support: Serve as the primary point of contact for customers regarding service requests, equipment issues, maintenance schedules, and service updates.
• Dealer & Technician Coordination: Coordinate with authorized dealers, service partners, field technicians, and subcontractors to ensure timely and effective service delivery.
• Technical Support: Work with technical teams to troubleshoot service issues, coordinate diagnostics, and facilitate the resolution of equipment-related concerns.
• 24/7 Service Support: Support emergency service requests and breakdown coordination, including escalation of critical equipment failures and coordination of after-hours support where required.
• Preventive Maintenance: Track service intervals, maintenance schedules, warranty requirements, and equipment service history to minimize downtime.
• Work Order Management: Create, update, and close service work orders; maintain accurate records of service activities, technician assignments, parts usage, and customer communications.
• Parts & Inventory Coordination: Coordinate spare parts availability, service materials, and logistics to support repairs and preventive maintenance.
• Warranty Administration: Assist with warranty claims, service documentation, equipment records, and coordination with manufacturers or authorized service providers.
• Compliance & Safety: Ensure service activities follow applicable U.S. safety requirements, manufacturer service procedures, and relevant OSHA and environmental requirements.
• Reporting & Performance Tracking: Monitor service response times, resolution rates, open work orders, repeat service calls, customer satisfaction, and maintenance compliance.
• Aftermarket Support: Identify opportunities for preventive maintenance agreements, service contracts, spare parts, and other aftermarket support services.
• Cross-Functional Collaboration: Work closely with sales, technical support, logistics, and management teams to improve service delivery and customer retention.

Required Qualifications

• Bachelor's degree or diploma
• 3 7 years of experience in service coordination, field service operations, technical customer support, or maintenance coordination.
• Experience with diesel generators, gas gensets, backup power systems, industrial equipment, or related electrical/mechanical products.
• Understanding of generator maintenance, troubleshooting workflows, preventive maintenance, and repair processes.
• Experience coordinating technicians, dealers, service vendors, and customer service requests.
• Familiarity with service management systems, CRM platforms, work order software, or ERP systems.
• Strong communication, scheduling, documentation, and problem-solving skills.
• Ability to manage multiple service requests and prioritize urgent equipment breakdowns.

Preferred Qualifications

• Experience supporting Caterpillar, Olympian, Generac, Cummins, Kohler, MTU, or similar generator brands.
• Familiarity with generator control systems, automatic transfer switches (ATS), electrical distribution, and power backup applications.
• Knowledge of warranty administration, spare parts coordination, service agreements, and aftermarket operations.
• Understanding of U.S. OSHA safety requirements and applicable EPA requirements relevant to generator servicing.
• Experience supporting customers in commercial, healthcare, industrial, infrastructure, or data center environments.

Key Performance Indicators (KPIs)

• Service response and resolution times.
• Preventive maintenance completion rate.
• Work order closure and backlog management.
• Customer satisfaction and service quality.
• Equipment downtime and repeat service calls.
• Technician and dealer service productivity.
• Warranty claim processing accuracy and turnaround time.
• Spare parts availability and coordination efficiency.
• Service contract renewals and aftermarket revenue support.

Additional Requirements

• Must be legally authorized to work in the United States.
• Willingness to travel occasionally for customer visits, dealer coordination, and service operations.
• Flexibility to support emergency service escalations and after-hours coordination when required.
• Ability to coordinate service coverage across Texas and surrounding U.S. markets.