Data Center Service Programs Specialist

Nortek Air Solutions Québec; Oklahoma City (OK); On-site; USD 50,000 - 70,000; Full time

Job summary

Nortek Data Center Cooling seeks a Service Program Coordinator to join our expanding Service team. You will be the primary contact for customers and field technicians, providing advanced operational and customer support for service activities and inquiries.

In this fast-paced role, you will manage quotes, orders, and service cases, coordinate technician dispatch, and drive continuous improvement across service processes while maintaining accurate records in ERP and CRM systems.

Qualifications

• Associate's degree or equivalent required.
• 3+ years in customer service, service operations, or related field.
• Ability to think independently and exercise judgment.

Responsibilities

• Serve as the primary contact for customers, field techs, and service partners via phone, email, and portals.
• Provide professional, responsive, and solution-oriented support for parts inquiries and service requests.
• Resolve routine issues during first contact using documented tools and resources.
• Escalate complex issues to leadership while keeping customers updated.
• Apply critical thinking to evaluate orders and processes for accuracy and risk.
• Identify inefficiencies and suggest process improvements.
• Process parts orders accurately within INFOR ERP and confirm pricing/availability.
• Coordinate with warehouse for timely order fulfillment and shipping.
• Generate standard quotations and follow up on quotes and inquiries.
• Open, document, and triage service and warranty cases and coordinate technician dispatch.
• Document interactions and case resolutions in ERP/CRM; share insights for improvement.
• Participate in ongoing training in technical and customer service areas.

Skills

Customer service

Analytical thinking

Problem solving

Communication

Organization

Cross-functional coordination

Education

Associate degree or equivalent

Bachelor's degree preferred

Tools

Infor ERP

CRM systems

Service management systems

Job description

Nortek Data Center Cooling seeks a Service Program Coordinator to join our expanding Service team. You will be the primary contact for customers and field technicians, providing advanced operational and customer support for service activities and inquiries.

In this fast-paced role, you will manage quotes, orders, and service cases, coordinate technician dispatch, and drive continuous improvement across service processes while maintaining accurate records in ERP and CRM systems.