Remote Service Coordination Manager: Team Lead & KPI Driver

National Power, LLC; Raleigh (NC); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Paid time off

Company holidays

Sick time

Life insurance

Disability insurance

Medical/Dental/Vision

401(k) with match

Health Savings Account

Flexible Spending Accounts

Job summary

National Power, LLC is seeking a Service Coordinator Manager to lead the service coordination team from home, ensuring service levels meet or exceed targets. The role focuses on optimizing workflows, coaching staff, and coordinating with technicians and other departments to maintain quality and customer satisfaction.

The position requires a Bachelor’s degree or equivalent, 3+ years in dispatching/coordinating with leadership experience, and strong English communication.

Qualifications

• Bachelor’s degree or equivalent work experience.
• At least three years of service dispatching/coordinating experience.
• At least three years of leadership/supervisory experience preferred.
• Fluency in written and spoken English.
• Intermediate knowledge of Microsoft Office Suite; Excel preferred.
• Experience with Microsoft Dynamics 365 or other ERP systems.
• Strong customer service skills, detail oriented.
• Excellent communication and interpersonal skills.

Responsibilities

• Coordinate and lead the service coordination team to meet department goals.
• Review and approve timecards; manage time-off requests.
• Develop and ensure the team meets or exceeds targets; provide coaching.
• Serve as account liaison for major account holders as assigned.
• Manage core coordination tasks and ensure contract project milestones are met.
• Oversee quotes, parts ordering/delivery, and dispatch scheduling.
• Support policy/procedure planning and communicate updates to the team.
• Monitor productivity and generate KPI reports as needed.
• Identify performance trends and drive improvement actions.
• Facilitate interdepartmental communication and resolve escalations.
• Provide training and coaching for new service coordinators.
• Assist in performance evaluations and disciplinary actions.
• Participate in special projects as assigned.

Skills

English fluency

MS Office

Excel

Customer service

Communication

Interpersonal skills

Leadership

Education

Bachelor’s Degree or equivalent

Tools

Microsoft Dynamics 365

ERP systems

Job description

National Power, LLC is seeking a Service Coordinator Manager to lead the service coordination team from home, ensuring service levels meet or exceed targets. The role focuses on optimizing workflows, coaching staff, and coordinating with technicians and other departments to maintain quality and customer satisfaction.

The position requires a Bachelor’s degree or equivalent, 3+ years in dispatching/coordinating with leadership experience, and strong English communication.