Service Operations Coordinator (Eagle River, WI)

Job Description

Job Description

Entrance Technologies is growing its clientele, and we have and excellent opportunity for a Service Operations Coordinator in the Eagle River area to join our team of professionals! The ideal candidate will have previous operational experience in construction/doors/service or a related field, be organized, motivated, detail-oriented, and driven. We are offering competitive pay depending on experience, along with an outstanding benefits package. This is the perfect opportunity to build a career at a leading company in the automatic entrance field.

The Service Operations Coordinato r is responsible for coordinating daily service operations for an automatic pedestrian door company. This position serves as the primary point of contact for incoming phone calls and customer inquiries, schedules and dispatches service technicians, processes service invoices, coordinates purchasing, and maintains documentation for large proactive maintenance projects.

This role is essential to ensuring efficient service department operations, excellent customer communication, accurate billing, and organized project coordination. The ideal candidate is detail-oriented, highly organized, customer-focused, and capable of managing multiple priorities in a fast-paced environment.

Service Dispatching & Scheduling

• Receive, prioritize, schedule, and dispatch service calls to technicians based on urgency, location, availability, and customer needs.
• Coordinate daily technician schedules, service appointments, and follow-up visits.
• Communicate service call details, job requirements, customer information, and site-specific instructions to technicians.
• Monitor service call progress and communicate schedule changes or delays to customers as needed.
• Coordinate emergency service requests and communicate urgent issues to management.
• Maintain accurate service schedules, work orders, and records in the company's service management system.
• Follow up on outstanding service calls to ensure timely completion and customer satisfaction.
  
  Telephone & Customer Service

• Serve as the primary person responsible for answering incoming phone calls and directing inquiries appropriately.
• Respond professionally to customer questions regarding service requests, scheduling, technician arrival times, invoices, and general service information.
• Gather accurate customer, site, equipment, and service issue information when scheduling calls.
• Communicate effectively with customers, technicians, vendors, and internal staff.
• Route technical, billing, and escalated customer concerns to the appropriate person.
• Maintain a professional and helpful first point of contact for the company.
  Service Invoicing & Billing

• Review completed service work orders for accuracy and completeness before invoicing.
• Prepare and process customer invoices for service calls, labor, materials, parts, and other applicable charges.
• Verify technician notes, labor hours, parts used, purchase orders, and customer billing requirements.
• Ensure invoices are submitted accurately and in a timely manner.
• Maintain organized records of completed service calls, invoices, and supporting documentation.
• Assist with invoice corrections, customer billing questions, and follow-up on missing information.
• Coordinate with the accounting department regarding billing discrepancies and outstanding documentation.
  Purchasing & Vendor Coordination

• Order parts, materials, and supplies required for service calls, preventive maintenance projects, and general company operations.
• Obtain pricing and availability from vendors and suppliers as needed.
• Prepare and submit purchase orders in accordance with company procedures. Track orders, delivery dates, backorders, and shipment status.
• Coordinate with technicians and management to ensure required materials are available when needed.
• Maintain accurate purchasing records and match purchase documentation to the appropriate service calls or projects.
• Communicate with vendors regarding order discrepancies, returns, and delivery issues.
  Preventive Maintenance Project Coordination & Binder Management

• Maintain large preventive maintenance project binders for proactive maintenance programs involving automatic pedestrian doors and related equipment.
• Create, organize, and update project documentation, including customer and site information, equipment lists, service schedules, inspection records, work orders, service reports, and maintenance history.
• Ensure project binders are complete, current, and organized for easy access by technicians, management, and other team members.
• Track upcoming preventive maintenance visits and coordinate scheduling with customers and service technicians.
• Monitor completed and outstanding maintenance visits to ensure scheduled work is followed through.
• Maintain accurate records of equipment locations, service requirements, deficiencies, recommended repairs, and follow-up work.
• Coordinate documentation and communication for multi-site and large-scale maintenance accounts.
• Identify missing paperwork, overdue maintenance visits, and outstanding service recommendations and bring them to the appropriate person's attention.
• Assist with preparing maintenance reports, customer updates, and project documentation as needed.
  General Administrative & Service Department Support

• Maintain accurate electronic and physical files for customers, service calls, projects, invoices, and purchasing.
• Enter and update customer information, equipment records, service histories, and other relevant data.
• Assist the service manager and operations team with administrative tasks and special projects.
• Support communication between the service department, accounting, technicians, sales, and management.
• Identify opportunities to improve scheduling, documentation, billing, and administrative processes.
• Perform other related duties as assigned to support the efficient operation of the company.

Qualifications:

• Previous experience in service dispatching, scheduling, customer service, or administrative coordination preferred.
• Strong organizational skills and exceptional attention to detail.
• Excellent verbal and written communication skills.
• Ability to answer incoming calls professionally while managing multiple responsibilities.
• Strong time management skills and the ability to prioritize competing deadlines.
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.
• Ability to learn and use service management, invoicing, purchasing, and scheduling software.
• Experience with invoicing, purchase orders, vendor coordination, or maintenance contract administration is an asset.
• Ability to maintain accurate records and manage large volumes of documentation.
• Professional, dependable, proactive, and customer-service oriented.
• Ability to work independently while collaborating effectively with a team.

Compensation & Benefits:

•    Hourly pay rate up to $25/hr, dependent on experience
•    Bonus opportunities based on project performance
•    Health, dental, and vision insurance 
•    Paid time off and company paid holidays
•    Retirement program with employer match

This position plays a central role in keeping the service department organized, responsive, and efficient. Success requires balancing customer service, technician scheduling, billing, purchasing, and preventive maintenance administration while maintaining accurate records and ensuring that important tasks are completed on time.

Disclaimer: This job description is not intended to be a comprehensive list of all duties or responsibilities. Responsibilities may change at any time with or without notice.