Client-Facing Service Coordinator & Scheduler

Generac Power Systems; Sussex (WI); On-site; USD 42,000 - 62,000; Full time

Job summary

Generac Power Systems is seeking a Service Coordinator II to support daily service operations, manage job creation, and coordinate field technician schedules. You will handle customer triage, maintain electronic records, and facilitate cross-functional communication to ensure timely service delivery.

The role involves on-site work, on-call rotation, and collaboration with the Branch Manager and credit department to keep operations smooth and billing accurate.

Qualifications

• Two to four years of administrative experience in a service-related business.
• Two to four years of scheduling field technicians and/or customer service.
• Proficiency with Microsoft Office (Outlook, Word, Excel).
• Knowledge of service parts and the service industry.

Responsibilities

• Serve as the primary point-of-contact for customers, triaging incoming service requests and ensuring prompt resolution.
• Create and manage service jobs in the system, while coordinating technician schedules to optimize efficiency.
• Proactively schedule preventative maintenance and repair services, confirming details with customers.
• Create, audit, and update new customers in the system and maintain customer location accounts.
• Manage equipment transfers between accounts, ensuring proper documentation and system updates.
• Partner with the credit department to resolve account status issues and maintain smooth service operations.
• Utilize customer portals to oversee and update all open work orders, ensuring accuracy and timeliness.
• Track and oversee job progress from initiation through completion, escalating issues as needed to meet deadlines.
• Review completed jobs for accuracy and readiness for billing, collaborating with technical billers to finalize invoicing.
• Process new entry-level to mid-level contracts and renewals in the electronic management system.
• Participate in department meetings with the service operations team to align priorities.
• Provide cross-functional support to other Service Department roles as needed.
• Participate in a rotating on-call team to respond to emergency service requests, as required by location.
• Work under general direction; manage own workload and cross-train Service Coordinator I team members.

Skills

Time management

Interpersonal skills

Under pressure

Math skills

Team player

Customer service

Education

High School Diploma or G.E.D.

Associate or bachelor’s degree

Tools

FieldServio

SAP

Job description

Generac Power Systems is seeking a Service Coordinator II to support daily service operations, manage job creation, and coordinate field technician schedules. You will handle customer triage, maintain electronic records, and facilitate cross-functional communication to ensure timely service delivery.

The role involves on-site work, on-call rotation, and collaboration with the Branch Manager and credit department to keep operations smooth and billing accurate.