Service Coordinator

Our mission is to exceed our customers' expectations as their most reliable, innovative, and trusted lab resource. We achieve this by partnering with customers to solve their most pressing day-to-day challenges and always holding ourselves to a higher standard of product quality, exceptional service, and unmatched support.

Avantik is seeking a fulltime Service Coordinator for our Team in Pine Brook, NJ. This role is F/T in the office for the first 90 days and "may" go hybrid one or two days per week when the new hire is fully trained.

Summary/Objective

The Service Coordinator is responsible for the effective coordination and administration of field and shop service activities from initial customer request through work order completion and invoicing. This role serves as a critical link between customers, Field Service Engineers (FSEs), Service Managers, Purchasing, Finance, Sales, and other internal teams to ensure service requests are executed efficiently, accurately, and with a high level of customer satisfaction.

The Service Coordinator owns the day-to-day workflow of assigned service activities, including work order creation and management, technician scheduling, quotation and purchase order follow-up, preventive maintenance coordination, parts and documentation tracking, customer communication, and billing readiness.

This position requires strong organizational and problem-solving skills, the ability to manage competing priorities, and a proactive approach to identifying and resolving issues. The Service Coordinator is expected to actively manage work rather than simply process transactions, ensuring timely follow-through, accurate system information, and clear communication throughout the service lifecycle.

Essential Functions

1. Service & Work Order Management

• Manage service work orders from creation through completion and invoicing.
• Create and maintain Cases, Work Orders, and technician Bookings in Microsoft Dynamics 365 Field Service.
• Ensure work orders contain accurate customer, equipment, service, scheduling, and billing information.
• Monitor open, aging, and stalled work orders, including those pending parts, PO, customer information, or other requirements.
• Proactively identify work orders at risk of delay and coordinate corrective actions with FSEs, Purchasing, Service Managers, and other stakeholders.
• Maintain accurate work order status, notes, dates, and supporting documentation.
• Coordinate Shop Repair work orders, including status tracking, documentation, customer communication, and invoicing readiness.
• Manage regional service programs, including Filter Exchange and Ink Exchange work orders.
• Create and manage loaner work orders, loaner agreements, and disposal authorization forms as required.
• Review dated and open work orders and take appropriate action to drive timely closure.

2. Scheduling & Customer Coordination

• Coordinate technician schedules for PMs, emergency service, field repairs, and other service activities.
• Prepare PM schedules 3–4 weeks in advance in collaboration with Service Managers and Area Supervisors.
• Coordinate technician routing and scheduling to optimize capacity, response time, and customer commitments.
• Monitor scheduled versus completed service and proactively reschedule incomplete or at-risk appointments.
• Respond to customer service requests by phone and email and ensure timely follow-through.
• Provide customers with proactive updates regarding scheduling, technician availability, parts, service status, and expected completion dates.
• Prepare and send quotations for Field Service Repairs, Shop Repairs, PMs, and other services.
• Follow up on outstanding quotations and coordinate revisions based on customer requirements.
• Request and track POs for emergency service, PMs, repairs, and other billable activities.
• Manage customer expectations and escalate significant service issues to the appropriate Service Manager.
• Facilitate or support daily emergency service and weekly PM review meetings.
• Maintain accurate PM and service scheduling records and ensure incomplete work is carried forward appropriately.

3. Billing, Documentation & Administrative Support

• Review technician documentation to ensure repairs, parts installed, labor, travel, and other service information are accurately captured.
• Follow up with technicians on missing or incomplete documentation.
• Review completed work orders for billing accuracy and completeness.
• Prepare and finalize work orders for invoicing.
• Process and send completed work orders and invoices to customers as required.
• Review posted labor and travel for completed PM work orders.
• Assist Finance with invoice disputes, billing inquiries, credits, and account discrepancies.
• Research billing issues and provide supporting documentation to Finance and Service Management.
• Ensure POs are received and properly documented before invoicing when required.
• Distribute quotes, letters, service agreements, and contracts received from Sales and Technical Support.
• Maintain accurate service documentation and records in accordance with company requirements.

4. Performance & Continuous Improvement

• Monitor service workflow, backlog, aging work orders, PM schedules, and other operational metrics to identify risks and opportunities.
• Use Microsoft Dynamics 365 and available reporting tools to identify trends and recurring service issues.
• Proactively address workflow gaps that could result in service delays, customer dissatisfaction, or billing issues.
• Recommend and support process improvements that increase service efficiency, customer satisfaction, and revenue capture.
• Maintain accurate data and reporting to support Service Management decision-making.
• Develop and maintain standard work practices and work instructions for assigned processes.

Qualifications

• Associate’s degree or equivalent experience acceptable
• 3+ years of experience in service coordination, customer service, field service operations, scheduling, order management, or a related environment.
• Strong proficiency in Microsoft Office, particularly Excel and Outlook.
• Excellent written and verbal communication skills.
• Experience managing complex workflows involving multiple internal and external stakeholders.
• Basic understanding of accounting, invoicing, and billing processes.
• Must be able to multi-task and possess high level of attention to detail

Travel required – up to 10%, as needed

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Avantik is an integrated medical products and services company delivering superior quality instruments, reagents, consumables, and service to the anatomic pathology market consisting of hospital, reference, and physician office laboratories in the US. The company is headquartered in Montville Township, NJ

Avantik’s experienced team and consultative partner approach integrates consumables, service, equipment, and education so that labs focus on what matters most - having everything under control in their laboratory to deliver fast and accurate diagnoses. Avantik offers a full line of consumables and reagents for the histology lab sourced and private label Avantik branded and by distribution of other brands. Avantik has serviced all brands of OEM histology lab equipment for over 40 years and offers best-in-class responsiveness and an industry leading 97% first time fix - rate

Avantik offers a team orientated, customer service focused environment with competitive compensation, bonus programs, medical (company covers 80% of the cost), dental and vision insurance, 401K (with a match) and more

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