Customer Services Coordinator

Job Description

Job Description

The Customer Service Department has an opening for a Services Coordinator.

Job Summary: The Services Coordinator is the operational engine behind KIOSK’s field service

delivery. Working with the Senior Services Manager, this role ensures our high value

customers receive “white glove” service across all installations, site surveys, and

preventative maintenance (PM) cycles.

This is a high-impact, mid-level role for a logistics professional who thrives in

ambiguous situations and can navigate complex international vendor

relationships at various hours, reconcile financial discrepancies in out-of-scope (OOS)

billing, and remain completely unflappable when deployment timelines get tight.

Key Responsibilities:

1. Field Service Execution & Program Management:

• Operational Lead: Coordinate and drive the execution of hardware

installations, site surveys, and preventative maintenance for VIP accounts.

• Vendor Orchestration: Manage communication and scheduling with a

network of international vendors, including after-hours support to ensure

global projects remain on track across multiple time zones.

• Customer Touchpoint: Serve as a key operational contact for customer

project teams, ensuring status updates are clear, professional, and timely.

This includes participating in and leading customer meetings.

2. Composition & Financial Integrity:

• Ticket Auditing: Identify and investigate “Out of Scope” (OOS) service tickets.

• Categorization: Properly classify hardware vs. software failures to ensure

data integrity for root-cause analysis.

• Financial Reconciliation: Partner closely with the Finance department to

track OOS work from identification to close-out, ensuring KIOSK is accurately

compensated for extra-contractual labor.

3. Performance & Quality Control:

• Vendor Accountability: Monitor vendor performance against Service Level

Agreements (SLAs).

• PM Tracking: Maintain a relentless focus on Preventative Maintenance

completion rates to minimize downtime for high-value kiosks.

4. Invoice Review & Approval:

• Review, audit, and approve vendor invoices for field service, installations,

projects, repairs, storage, logistics, and other managed service activities.

• Validate invoice accuracy by reconciling work orders, service tickets, and

contractual pricing prior to payment approval.

• Investigate and resolve billing discrepancies

• Ensure compliance with contractual terms, service level agreements (SLAs),

and internal financial controls.

• Monitor operational spending, identify cost-saving opportunities, and

support budget forecasting through invoice and vendor spend analysis.

• Maintain accurate documentation and audit trails for invoice approvals and

financial reporting.

• Collaborate with project managers and field service teams to verify

completed work and ensure accurate vendor billing.

Qualifications:

• Bachelor’s degree or equivalent professional experience demonstrating high

organizational and analytical skills

• 3–5 years of mid-level experience in field services, deployment coordination, or

complex logistics management

• Power-user proficiency in Salesforce CRM and Microsoft Excel

• Demonstrated ability to manage international vendor relationships and

coordinate across multiple time zones

• Sufficient technical literacy to communicate effectively with field technicians and

accurately categorize equipment failures (hardware vs. software)

Skills and Competencies:

• “Unflappable” mindset: calm, focused, and solution-oriented under pressure and

shifting priorities

• Auditor’s eye for detail with a relentless follow-up approach to ticket tracking

and financial reconciliation

• Strong organizational and time-management skills with the ability to manage

multiple active projects simultaneously

• Clear and professional written and verbal communication skills for customer facing

and cross-functional collaboration

• Problem-solving mindset with demonstrated ability to navigate grey areas and

ambiguous vendor/customer situations

Performance Metrics (KPIs):

• PM Completion Rate: Ensuring 100% of preventative maintenance cycles are

completed on time.

• OOS Recovery: Maximizing the identification and successful billing of out-of-scope

work.

• Customer Satisfaction: Maintaining high service quality scores for our top-tier

clients.

• Vendor Performance: High reliability and responsiveness from our international

Partners.

KIOSK values its employees by supporting them with a full benefits package including:

• Medical (3 plans to choose from) *one plan 100% employer paid
• Dental (Employer paid for EE only coverage)
• Vision (Employer paid for EE only coverage)
• Life Insurance (2x's base salary Employer paid)
• Short and long term disability insurance (Employer paid)
• FSA / Dependent Care FSA / Health Savings Account with Company Contributions
• 401(k) match with immediate vesting
• Employee Assistance Program
• Paid Time Off
• 10 Paid Holidays per calendar year

Kiosk Information Systems, Inc., is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based upon race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic information, military or veteran status or other characteristics protected by law. Applicants must be authorized to work for any employer to work in US. We are unable to sponsor or take over sponsorship of an employment Visa at this time.