Service Coordinator

Job Title: Service Coordinator

Location: New Caney, TX (North Houston)

Division: Versalift, a TIME Manufacturing Company

About TIME Manufacturing Company:

TIME Manufacturing Company is a leading global manufacturer of vehicle-mounted aerial lifts, digger derricks, bucket trucks, and bridge inspection equipment. Through its renowned brands-Versalift, Ruthmann, Bluelift, France Elévateur, Movex, BrandFX, and Aspen Aerials-the company serves diverse industries, including electric utility, telecommunications, bridge inspection, forestry, and other fleet-supported sectors. With a strong commitment to innovation, quality, and customer satisfaction, TIME Manufacturing Company designs and manufactures top-tier products that enable professionals to operate safely and efficiently at various heights.

Position Overview:

We are seeking a dependable and detail-oriented Service Coordinator to support our Service Department. This administrative role is essential for maintaining efficient service operations, handling customer communications, dispatch coordination, and daily recordkeeping. If you're organized, customer-focused, and thrive in a fast-paced environment, we want to hear from you.

Key Responsibilities:

• Coordinate daily shop and field service operations.
• Create, and maintain annual inspection schedule and make outbound calls to schedule services.
• Lead with scheduling and coordinating field and shop technicians.
• Monitor open service jobs and follow up on job progress, delays, and completion.
• Coordinate technician schedules based on customer needs, equipment availability, location, and job requirements.
• Communicate with technicians regarding job assignments, parts, customer requirements, and scheduling.
• Maintain accurate service records and ensure work orders remain current.
• Help prioritize service work based on customer needs and operational requirements.
• Coordinate service activities between multiple locations when required.

Customer Service:

• Serve as a primary point of contact for customers regarding service activities.
• Communicate with customers regarding repair status, approvals, scheduling, parts availability, and estimated completion dates.
• Prepare and send service quotes, repair estimates, and related documentation.
• Follow up with customers regarding quote approvals and outstanding decisions.
• Provide customers with professional and timely updates throughout the repair process.
• Address customer questions and coordinate issues with Service Management when escalation is required.
• Maintain positive customer relationships through consistent communication and follow-through.

Parts & Purchasing Coordination

• Coordinate parts requirements for service and repair jobs.
• Create purchase orders for service-related parts and outside services.
• Work with Parts and Purchasing to obtain required components and materials.
• Track delayed or backordered parts and communicate impacts to technicians and customers.
• Coordinate parts staging and shipment for field technicians.
• Verify that required parts are available before scheduling service work when possible.
• Assist with returns, warranty parts, cores, and other service-related material requirements.
• Take inbound calls from customers and send to the correct technician.
• Assist with cycle counting and inventory count at end of year.

Work Orders, Invoicing & Job Costing

• Track open work orders from initial customer contact through completion and invoicing.
• Monitor labor hours, parts, and other job costs.

• Review technician time and service documentation for accuracy and completeness.
• Ensure technician service reports and required documentation are attached to work orders.
• Review completed work orders for accuracy before invoicing.
• Assist with service invoicing and resolve missing information or documentation.
• Help ensure quotes, approvals, labor, parts, and billing information are properly documented.
• Maintain accurate job costing and service records within Epicor.

Epicor ERP & Reporting

• Create and maintain service work orders, purchase orders, and related transactions in Epicor ERP.
• Maintain accurate customer, equipment, service, labor, and parts information.
• Enter and maintain technician labor and service information.
• Track open work orders, aging jobs, outstanding approvals, and incomplete documentation.
• Generate service reports and operational tracking spreadsheets.
• Assist management with service department reporting and KPI tracking.
• Maintain accurate electronic and physical service records.

Technician & Shop Support

• Provide administrative support to field and shop technicians.
• Assist technicians with obtaining parts, service information, customer details, and job documentation.
• Coordinate shipping of parts, tools, and equipment to field locations.
• Help ensure technicians have the information and materials required before leaving for a job.
• Track field service activity and assist with travel and scheduling coordination when required.

• Support shop personnel with work order documentation and administrative requirements.
• Follow up on incomplete technician paperwork and service reports.

Process Improvement & Documentation

• Assist in developing and maintaining service department SOPs and procedures.
• Maintain organized service documentation and records.
• Identify opportunities to improve service workflow, communication, scheduling, and documentation.
• Help implement processes that improve technician productivity and customer communication.
• Assist Service Management with operational planning and reporting.
• Support continuous improvement initiatives within the service department.

Qualifications

• High School Diploma or GED required; Associate Degree preferred.
• 3-5 years of experience in service coordination, service administration, equipment service, shop operations, or a related field preferred.
• Experience working with field service technicians or a service department preferred.
• Experience with ERP systems; Epicor experience strongly preferred.
• Working knowledge of service work orders, quoting, estimating, purchasing, invoicing, and job costing.
• Strong Microsoft Office skills, particularly Excel, Word, and Outlook .
• Excellent organizational and time-management skills.
• Strong written and verbal communication skills.
• High level of attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to communicate professionally with customers, technicians, vendors, and internal personnel.
• Strong problem-solving and follow-up skills.

Core Benefits:

• Competitive salary and bonus structure
• Comprehensive health, dental, and vision insurance plans
• 401(k) with company match
• Paid time off and holidays
• Professional development opportunities
• Collaborative and innovative work environment

Equal Employment Opportunity (EEO) Statement
Time Manufacturing Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

#INDALL2