Hybrid Service Delivery Coordinator

Personal Computers Inc (PCI); Buffalo (NY); Hybrid; USD 34,000 - 41,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

Personal Computers Inc (PCI) seeks a highly organized Service Operations Coordinator to prioritize, assign, and track service requests, technician schedules, onsite visits, and project tasks. You will act as the central coordination point across service delivery teams, ensuring clients and staff stay informed and work progresses smoothly.

The role emphasizes solving scheduling challenges, maintaining order in a fast-paced environment, and enforcing clear processes with accountability.

Qualifications

• Experience in service coordination, dispatch, scheduling, or a related operational role.
• Exceptional organization and the ability to manage multiple priorities in a fast-moving environment.
• Strong written and verbal communication skills.
• High attention to detail and a commitment to accurate documentation.

Responsibilities

• Review incoming service tickets for completeness, urgency, business impact, and appropriate priority.
• Route work to the appropriate technician or service queue.
• Monitor ticket aging, follow-up activity, and service-level commitments.
• Escalate stalled, unassigned, overdue, or at-risk work.
• Maintain accurate technician schedules and balance workloads based on priority, skills, availability, and capacity.
• Coordinate onsite visits, recurring service obligations, maintenance windows, and project tasks.
• Communicate scheduling updates and changes clearly to clients and internal teams.
• Track client approvals, access requirements, dependencies, and other scheduling prerequisites.
• Ensure active tickets have an assigned owner and a documented next action.
• Identify scheduling conflicts, capacity concerns, and service delivery risks.
• Prepare operational reporting related to ticket aging, resource utilization, schedule coverage, service levels, and overdue work.
• Collaborate with technical resources, project teams, leadership, and clients to support a consistent service experience.

Skills

Scheduling

Communication

Organization

Problem solving

Microsoft 365

Client coordination

Tools

Autotask

Job description

Personal Computers Inc (PCI) seeks a highly organized Service Operations Coordinator to prioritize, assign, and track service requests, technician schedules, onsite visits, and project tasks. You will act as the central coordination point across service delivery teams, ensuring clients and staff stay informed and work progresses smoothly.

The role emphasizes solving scheduling challenges, maintaining order in a fast-paced environment, and enforcing clear processes with accountability.