Service Coordinator - Systems Integrator

Keen to join a company that champions growth and development?

Join a full-service low-voltage systems integrator delivering converged audio and video, networked communications, and security solutions to clients around the world across education, sports, entertainment, construction, healthcare, and manufacturing. Specialist network engineers, audio/visual experts, and certified technicians work together to build reliable, rock-solid systems that grow as customers grow.

Applications are open for a Service Coordinator to manage the daily flow of service operations, from the initial customer call through dispatch, parts and equipment coordination, subcontractor management, invoicing, and closeout. The ideal candidate will act as a central point of communication for customers, technicians, subcontractors, vendors, and internal teams, assessing incoming service calls and coordinating resources effectively. The role also includes dedicated oversight of out-of-state service work, covering subcontractor communication, schedule follow-up, customer updates, and documentation.

Ready to make a move? Get in touch and apply today!

Responsibilities:

• Answer incoming telephone calls promptly and professionally and return all missed calls in a timely manner.
• Gather accurate information regarding the customer's issue, location, urgency, system type, and requested service.
• Learn to identify common service-call types and determine the most effective method for routing, scheduling, or escalating each request.
• Create, update, and maintain complete service records so technicians and internal teams have the information needed to respond effectively.
• Provide customers with timely updates and maintain clear communication from initial intake through service completion.
• Dispatch and coordinate in-state and out-of-state service calls based on customer priority, technician availability, required skill set, travel considerations, and contractual requirements.
• Coordinate with technicians, Service leadership, Project Managers, customers, and other internal departments to confirm schedules and access requirements.
• Monitor open calls, follow up on outstanding work, and escalate schedule conflicts, delays, or customer-impacting issues as needed.
• Confirm that service documentation, labor entries, parts usage, and completion notes are accurate before a call is closed or submitted for invoicing.
• Identify, schedule, and coordinate qualified subcontractors for out-of-state service calls.
• Communicate the scope of work, site requirements, schedule expectations, customer contacts, documentation standards, and closeout requirements to subcontractors.
• Maintain consistent communication between subcontractors and customers before, during, and after service visits.
• Track subcontractor acceptance, arrival, progress, findings, return trips, parts needs, service reports, and completion status.
• Review subcontractor documentation and charges for completeness and accuracy and escalate scope or cost concerns before additional work is authorized.
• Develop reliable working relationships with national service partners while protecting customer experience and service standards.
• Manage and maintain the Service Grid, including labor, parts, equipment, service status, scheduling information, and customer notes.
• Review entries for accuracy and completeness and correct missing, duplicated, or inaccurate information.
• Use the Service Grid to identify open items, required follow-up, billing readiness, parts needs, and aging service calls.
• Coordinate with Service leadership to improve data quality and ensure the grid reflects current operational status.
• Coordinate DT equipment repairs, including documenting issues, obtaining required information, packaging and shipping equipment, tracking repair status, and organizing the return of repaired items.
• Coordinate shipping for service equipment, repair items, and parts-only requests; this responsibility does not include large installation shipments unless specifically assigned.
• Process additional shipping requests as directed by management, including requests assigned by Bob or other authorized leaders.
• Maintain shipping records, tracking details, repair documentation, and communication with customers, technicians, vendors, and internal teams.
• Verify that required parts and equipment are available and routed to the correct site before scheduled service when possible.
• Provide first-level troubleshooting for customer music players and related devices.
• Process station-change requests and coordinate device cancellations.
• Document customer requests, actions taken, device details, and resolution status.
• Escalate unresolved technical or account issues to the appropriate internal resource or vendor.
• Prepare and process invoices for equipment repairs, parts-only orders, and in-state and out-of-state service work.
• Prepare installation invoices only when specifically requested.
• Verify labor, parts, freight, subcontractor costs, service documentation, purchase orders, and customer billing requirements before invoicing.
• Resolve incomplete or inconsistent billing information by coordinating with technicians, subcontractors, Project Managers, Accounting, and Service leadership.
• Maintain organized records supporting service completion, invoice accuracy, and customer inquiries.
• Respond to customer requests for headset equipment and related products.
• Prepare or coordinate pricing, confirm product requirements and availability, and support order fulfillment.
• Maintain accurate documentation of customer requests, quoted equipment, orders, shipping, and invoicing.

Skills/Must have:

• High school diploma or equivalent; additional education in business, operations, customer service, or a related field is preferred.
• Two or more years of experience in service coordination, dispatch, customer service, field-service administration, or a similar role is preferred.
• Strong telephone communication, customer-service, organization, and follow-through skills.
• Ability to manage multiple service requests, changing priorities, and time-sensitive customer needs without losing attention to detail.
• Ability to communicate effectively with customers, technicians, subcontractors, vendors, and employees at all levels of the organization.
• Working knowledge of Microsoft Office and the ability to learn service-management, ERP, shipping, and customer-account systems.
• Ability to review service documentation, labor, parts, costs, and invoicing details for accuracy.
• Professional judgment and the ability to recognize when an issue requires escalation or management approval.

Benefits:

• PTO, Medical Insurance, 401k match

Salary:

• $60,000 - $75,000 per annum