Service Coordinator

DeKalb Health; Abbottstown (PA); On-site; USD 40,000 - 65,000; Full time

Job summary

Witmer Public Safety Group is seeking a Service Coordinator to align daily technician schedules and assure timely completion of service calls across the territory.

You will act as the critical link between customers, technicians, and the Service Manager, ensuring efficient dispatch, proactive communication, and high service levels. Expect full-time hours with a focus on reliability and teamwork.

Qualifications

• Associate degree or 3+ years scheduling/dispatching/coordination experience.
• Excellent communication and organizational abilities.
• Proficient with Microsoft Office; knowledge of ERP systems is a plus.

Responsibilities

• Schedule service technicians for inspections, repairs, maintenance, installations, and emergencies.
• Coordinate assignments based on skill, location, workload, and customer needs.
• Optimize daily/weekly schedules to maximize productivity and minimize travel time.
• Monitor availability, vacations, training, and call-offs for coverage.
• Adjust schedules for emergencies and customer requests.
• Maintain accurate scheduling data in company software.
• Serve as primary contact for customers regarding scheduling and updates.
• Confirm appointments and communicate arrival windows.
• Notify customers of changes and follow up as needed.
• Respond promptly to inquiries with professionalism.
• Work with Service Manager to prioritize requests and allocate resources.
• Coordinate parts availability and technician readiness prior to jobs.
• Support technicians with work orders and scheduling updates.
• Ensure appointments are documented and communicated; monitor backlog.
• Create and maintain service work orders and customer histories.
• Generate reports on utilization, backlog, and scheduling metrics.
• Identify opportunities to improve scheduling efficiency and customer response times.
• Recommend process improvements to enhance service delivery.
• Support departmental initiatives to improve productivity.
• Comply with company policies; perform other duties as required.

Skills

Organizational skills

Time management

Verbal and written communication

Interpersonal skills

MS Office (Outlook, Word, Excel)

ERP/dispatching software

Schedule analysis

Confidentiality

Independent work

Detail oriented

Professionalism

Education

Associate degree in Business Administration, Operations, Logistics, or related field preferred

Tools

ERP software

Dispatching software

Service management software

Job description

• Location 430 West King St,Abbottstown, PA, 17301,United States
• Job Category Scheduling/Dispatch, Communication, Administrative Support
• Industry Public Safety, Retail
• Employee Type Non-Exempt
• Required Degree High school
• Manage Others No

Contact information

• Name John Larock
• Phone [phone]

Description

Position Summary

The Service Coordinator is responsible for coordinating and optimizing the daily schedules of Service Technicians throughout the service territory. This position serves as the primary link between customers, technicians, and the Service Manager to ensure service calls, preventative maintenance, inspections, emergency repairs, and warranty work are scheduled efficiently and completed on time.

The Service Coordinator maximizes technician utilization, minimizes travel time, balances workloads, and delivers a high level of customer service through proactive communication and effective schedule management.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

Scheduling & Dispatch Operations

• Schedule service technicians for inspections, repairs, preventative maintenance, installations, and emergency service requests.
• Coordinate technician assignments based on skill level, certifications, geographic location, workload, and customer needs.
• Optimize daily and weekly schedules to maximize billable productivity and reduce travel time.
• Monitor technician availability, vacation schedules, training schedules, and call-offs to ensure adequate coverage.
• Adjust schedules throughout the day to accommodate emergencies, delays, customer requests, and other operational changes.
• Maintain accurate scheduling information within company software systems.

Customer Communication

• Serve as the primary point of contact for customers regarding service scheduling.
• Confirm appointments and communicate arrival windows to customers.
• Notify customers of scheduling changes, delays, and service updates.
• Respond promptly to customer inquiries and coordinate service-related follow-up.
• Maintain a professional and customer-focused approach in all communications.

Service Coordination

• Work closely with the Service Manager to prioritize service requests and allocate resources effectively.
• Coordinate parts availability and technician readiness prior to scheduled work.
• Support technicians by providing work order information, customer requirements, and scheduling updates.
• Ensure service appointments are properly documented and communicated.
• Assist in monitoring service backlog and scheduling timelines.

Administrative Support

• Create and maintain service work orders.
• Update customer records and service histories.
• Generate reports relating to technician utilization, open service requests, backlog, and scheduling metrics.
• Maintain accurate documentation and records within company systems.
• Assist with other administrative service department functions as required.
• Identify opportunities to improve scheduling efficiency, technician utilization, and customer response times.
• Recommend process improvements that enhance operational performance and customer satisfaction.
• Support departmental initiatives to improve productivity and service delivery.

Additional

• Complies with all Witmer Public Safety Group Policies and Procedures.Performs any other duties or projects assigned by the management team.

Requirements

Minimum Qualifications (Knowledge, Skills, and Abilities)

Education & Experience

• Associate degree in Business Administration, Operations, Logistics, or related field preferred; or
• Minimum of three years of scheduling, dispatching, service coordination, customer service, or related experience; or
• Equivalent combination of education and experience.

Knowledge, Skills & Abilities

• Strong organizational and time management skills.
• Ability to manage multiple priorities simultaneously in a fast-paced environment.
• Excellent verbal, written, and interpersonal communication skills.
• Proficiency with Microsoft Outlook, Word, and Excel.
• Experience with ERP, dispatching, scheduling, or service management software preferred.
• Ability to analyze schedules and make sound decisions under pressure.
• Ability to work independently while maintaining strong coordination with management and field personnel.
• Strong attention to detail and accuracy.
• Ability to maintain confidentiality and professionalism.

Physical Demands

The physical demands described here are representative of those required to successfully perform the essential functions of this position.

• Frequently required to sit, talk, hear, and use a computer workstation.
• Occasionally required to stand, walk, bend, and reach.
• Occasionally lift or move items weighing up to 25 pounds.
• Specific vision abilities include close vision, distance vision, and the ability to focus on detailed information.

Position Type / Expected Hours of Work

This is a full-time position. Standard hours are Monday through Friday; however, flexibility may be required to support customer and operational needs during peak periods.

Preferred Characteristics

• Strong sense of urgency.
• Ability to remain calm under pressure and changing priorities.
• Team-oriented mindset.
• Strong geographic and logistical planning abilities.
• Commitment to delivering exceptional customer service.

Summary

Witmer Public Safety Group, a 30+-year-old privately owned company based in Coatesville, PA, is a distributor and wholesaler of public safety supplies with five unique brands serving the fire, law enforcement and emergency medical markets.