Service Coordinator

The Service Coordinator is responsible for coordinating and supporting service operations across an assigned region. This role ensures the timely scheduling of service technicians, efficient utilization of resources, and clear, accurate communication among customers, field staff, and regional leadership. The position requires strong organizational skills, attention to detail, and the ability to manage multiple priorities across multiple service areas.

Responsibilities:

Regional Dispatch

• Coordinate and assign service technicians across the Ohio region based on job priority, skill level, geographic location, and technician availability.

• Adjust scheduled jobs to accommodate changing conditions, including lunch breaks, emergencies, and workload imbalances between locations.

• Utilize dispatch software, GPS tracking, and related tools to manage assignments and monitor job progress.

• Proactively advance jobs when possible to optimize technician productivity and branch availability.

Operational Coordination

• Communicate with operations managers to ensure adequate technician coverage throughout the region.

• Monitor daily workflow and communicate schedule changes or operational requirements to technicians and management.

• Maintain accurate records of service requests, work orders, technician assignments, and scheduling adjustments.

Communication

• Serve as a primary point of communication between technicians, customers, branch staff, and regional leadership.

• Provide timely updates regarding job status, scheduling changes, and issues requiring escalation.

• Resolve scheduling conflicts and support field operations to ensure seamless service delivery.

Customer Interaction

• Respond to customer inquiries regarding service scheduling, technician arrival times, and general service coordination.

• Accurately document customer needs and ensure all relevant information is communicated to technicians and management.

• Act as the first point of contact for scheduling-related escalations.

• Proactively identify opportunities to prevent job cancellations and retain scheduled service appointments.

Administrative Support

• Provide regional and branch operations managers with daily summaries of activity, opportunities, and concerns.

• Assist with cross-department coordination to support efficient regional operations.

• Strong organizational and time-management skills.

• Ability to multitask and manage competing priorities in a fast-paced environment.

• Excellent written and verbal communication skills.

• Proficiency with scheduling/dispatch systems and standard office software.

• Ability to analyze scheduling demands and make sound operational decisions.

• Experience in dispatching, scheduling, service coordination, or a related operational support role.

• Familiarity with service-based or field operations preferred.

• Ability to work effectively with diverse teams and customers.