Job Description

The Service Coordinator is responsible for planning, scheduling, and managing field service operations to ensure timely and efficient delivery of services to customers. This role acts as the central communication link between customers, field technicians, and internal departments to ensure smooth coordination of field activities, resource allocation, and customer satisfaction.

Key Responsibilities:

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Scheduling & Dispatching

Schedule and dispatch service technicians for equipment installations, preventive maintenance and adhoc repairs. Prioritise service calls based on urgency, customer needs, and technician availability. Monitor technician routes and adjust schedules to optimise response times and reduce downtime.
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Customer Coordination

Act as the main point of contact for customers regarding service requests, appointment confirmations, and status updates. Provide accurate estimates for service timelines and communicate delays or changes promptly. Handle customer inquiries and concerns with professionalism and follow up to ensure satisfaction.
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Work Order Management

Create, assign, and track service work orders in the company's field service management system. Ensure technicians have the correct job details, manuals, and required parts before dispatch. Review completed service tickets for accuracy, completeness, and proper documentation.
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Parts & Inventory Coordination

Coordinate with the parts department to ensure technicians have necessary components for service calls. Track parts usage and manage replenishment for high-demand items. Assist in warranty claims and returns related to parts and equipment.
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Administrative & Reporting

Maintain accurate service records, logs, and reports for internal tracking and customer reference. Monitor service KPIs (response time, job completion rate, first-time fix rate etc.) and provide reports to management. Support billing by verifying job completion details and ensuring timely submission of service documentation.
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Safety & Compliance

Ensure all field activities comply with company safety policies and industry regulations. Track technician certifications and schedule required training or renewals as needed.

Qualifications:

Experience:

2-4 years of experience in service coordination, dispatching, or customer service.


Prior experience in commercial kitchen equipment, foodservice, or HVAC industry strongly preferred.

Skills:

Strong organizational and time-management abilities.


Excellent communication and customer service skills.


Ability to manage multiple priorities in a fast-paced environment.

Preferred Attributes:

Knowledge of equipment warranty and service contract processes. Technical understanding of gas, electrical, and refrigeration systems. Experience coordinating service for restaurants, hotels, or institutional kitchens.

Work Environment:

Office-based with constant communication with field technicians and customers. May occasionally visit customer sites. Standard business hours with occasional after-hours or on-call coordination for emergency service requests.