Inside Service Coordinator

Inside Service Coordinator

Haynes Equipment Company represents the top equipment manufacturers in the municipal water and wastewater industry today. In addition to equipment sales, our integration, programming, SCADA, and telemetry offerings make us your most comprehensive partner for any project. Our added value is supported by our capabilities to assist engineers with equipment application design and support equipment installation and commissioning throughout the construction process. We continue to support our equipment and systems installed by providing in-house technical consultation, diagnostic and repair services, and aftermarket parts sales.

The Inside Service Coordinator is the primary point of contact for customer and internal service requests. This role manages the service process from initial customer call to post-service follow-up, ensuring timely scheduling, accurate parts procurement, effective communication, and positive customer experiences. The Inside Service Coordinator supports service technicians, the Service Manager, and internal teams to deliver quality service.

Key duties and essential functions:

• Serve as the first point of contact for customer service requests, documenting needs, clarifying issues, and providing quotes or arranging parts as needed.
• Process service requests from internal teams (e.g., Sales), create dispatches, and coordinate schedules with the Service Manager.
• Verify customer contact details, confirm technician/parts availability, and keep customers updated on scheduling changes or delays.
• Process returned dispatches after service visits, follow up with customers to confirm satisfaction, and determine additional needs.
• Coordinate return dispatches and order/expedite parts when follow-up service is required; reschedule with the Service Manager.
• Support technicians and Service Manager in sourcing parts, arranging manufacturer repairs (including RMAs and tracking progress), and maintaining accurate repair timelines.
• Organize and label all service parts with corresponding dispatch forms for scheduling.
• Communicate proactively with customers, Billing, and internal teams to resolve questions, service issues, or invoicing adjustments.
• Escalate quality or job site concerns to the Field Service Manager for resolution.

Supervisory responsibilities:

• None

Required qualifications:

• Experience in service coordination, customer support, or administrative/operations preferred.
• Strong organizational skills with the ability to manage multiple requests at once.
• Excellent communication, problem-solving, and customer service skills.
• Proficiency in Microsoft Office Suite; experience with service management systems a plus.
• Ability to collaborate effectively with customers, service technicians, and internal teams
• Proficiency in Microsoft Teams, Outlook, Excel and Adobe.
• Experience in ERP and CRM programs.

Preferred qualifications:

• Bachelor's degree

Physical demands and work environment:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Occasional light lifting (20-25 lbs.), office environment. Regularly required to sit or stand, reach, bend, and move about the facility

The work environment characteristics described here represent those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Office: Standard office equipment; work usually performed in an office setting free from disagreeable elements. Standard weekly job hours: 40 hours

Benefits:

• Health insurance
• 401(k)
• Dental insurance
• Life insurance
• Paid time off
• Vision insurance

We are an Equal Opportunity Employer. We 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, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws.