Service Coordinator

Aleron; Buffalo (NY); On-site; USD 39,000 - 44,000; Full time

Job summary

Acara Solutions in Buffalo, NY is hiring a Service Coordinator to act as the operational hub of the Tech Service Department. You will open and manage Service Repair Orders, coordinate technician travel, and support billing and parts workflows to keep field work moving.

The role reports to the Technical Service Manager and requires solid customer service experience, ERP/CRM familiarity, and strong organization in a fast-paced environment. Direct hire opportunity with growth potential.

Qualifications

• Associate degree or equivalent.
• 1+ years in customer service, inside sales, or order processing.
• 1+ years' experience with an ERP/CRM system.
• 5+ years of office or administrative experience.

Responsibilities

• Serve as the primary intake point for service calls and log every request as a Service Repair Order in Syteline.
• Cover phone intake during peak volume to ensure a live contact is available.
• Follow up on customer inquiries via phone and email to close out issues.
• Gather care information from service visits and route to follow-up contacts.
• Quote service needs for belts, moves, on-site repairs, and PM visits.
• Price parts using Syteline's pricing workflow and current rates.
• Process warranty replacements and RMAs per policy and terms.
• Open and manage in-house repair SROs and issue estimates.
• Sell PM kits when quoting service visits and document labor for billing.

Skills

Customer service

ERP/CRM systems

Microsoft Office

Excellent communication

Education

Associate Degree

Tools

Infor SyteLine

Job description

Service Coordinator

Location: Buffalo, NY

Employment Type: Direct Hire

Industry: Machine Manufacturing

Compensation: $28.00 - $32.00 /hr. DOE

Schedule: 40 hrs/Week. 8 am to 5 pm (Mon-Fri)

About the Opportunity:

• The Service Coordinator is the operational hub of the Tech Service Department, the first point of contact for customers calling in with a service need, and the person who keeps every open service ticket, quote, part, and technician trip moving.
• Working in Syteline, the Service Coordinator opens and manages Service Repair Orders from intake through quoting, parts, billing, and close-out, and coordinates technician travel and scheduling for field service work.
• The role reports to the Technical Service Manager and works closely with the Installation Coordinator, phone support technicians, and field service technicians.

Why You'll Love Working Here:

• Supportive, team-driven culture that values collaboration, transparency, and accountability.
• Opportunity to grow your career with a global workforce solutions leader serving multiple industries.
• People-first environment that encourages employees to bring their authentic selves to work.
• Strong focus on partnership, innovation, and delivering meaningful results for clients and candidates.

Why This Opportunity is Exciting:

This role offers the opportunity to join a company that prioritizes both people and performance-where your contributions directly impact client success while providing you with room to grow and develop professionally.

About Acara Solutions

Acara is a premier recruiting and workforce solutions provider- we help companies compete for talent. With experience across industries worldwide, we partner with clients, listen to their needs, and design talent solutions that deliver the business outcomes they want. We draw on decades of experience to provide contingent staffing, direct placement, executive search, and workforce services worldwide.

What You’ll Do:

• Serve as a primary intake point for incoming service calls, logging every request as a Service Repair Order (SRO) in Syteline so no issue starts without a record.
• Cover phone intake alongside the Installation Coordinator during peak call volume or absence, so customers always reach a live person.
• Follow up on all customer service correspondence - phone and email - to ensure every customer inquiry is addressed and closed out.
• Gather customer care information from completed service visits and route it to the appropriate follow-up contact.
• Quote service needs for existing customers - belt installations, machine moves, on-site repairs, and preventative maintenance visits.
• Price parts and consumables through Syteline's Item Pricing workflow, using current pricing.
• Process warranty (FOC) parts replacements, charge/credit troubleshooting SROs, and RMAs for returned parts, following standard restocking and return-window terms.
• Open and manage In-House Repair SROs, documenting repairs and issuing Service Order Estimates.
• Sell preventative maintenance (PM) kits proactively when quoting service visits.
• Document service visit labor and travel time for billing, and manage the installation billing process - invoicing through Doc-Trak and following up on reopened SROs for return trips.
• Generate software keys for machine controls upon request, confirming account standing before issuing.
• Ensure parts are ordered and delivered before a technician arrives on-site.
• Manage daily parts orders generated by the service team.
• Book and confirm technician travel - flights, rental cars, and hotels - for field service and installation trips.
• Keep the tech schedule and job board current with job status, follow-ups, and open items.
• Ensure technicians are logging field notes and job data into the tech database.
• Handle service billing and technician expense reports promptly and accurately.
• Manage day-to-day communication and administrative work for the service team.
• Support the Technical Service Manager in growing service revenue and improving department processes.

Job Requirements

What You’ll Bring:

• Associate Degree.
• 1+ years of customer service, inside sales, or order-processing experience.
• 1+ years of experience with an ERP or CRM system.
• 5+ years of office or administrative experience.

What Sets You Apart:

• Comfortable in a high-energy, fast-paced environment with frequent phone interruptions and shifting priorities.
• Excellent customer relationship, written, and verbal communication skills.
• Good organizational skills and the ability to manage multiple open SROs and customer requests at once.
• Proficient in Microsoft Office (Outlook, Excel, Word).
• Experience with Infor SyteLine.

Additional Information:

• Upon offer of employment, the individual will be subject to a background check.

After you apply, you may receive a call or message from our AI Talent Scout about this role or other opportunities that match your skills and preferences. AI agent role is to help speed up your hiring process by answering questions, confirming basic information, and identifying whether there's a mutual fit.

The call or chat may be recorded so that our recruiting team can review it - they make all final hiring decisions, while AI agent simply helps move you forward faster. The best part? They are available 24/7, so you can connect whenever it's convenient for you.

By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Acara Solutions and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at Website Privacy Policy | Acara

Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are an Equal Opportunity Employer. Race/Color/Gender/Religion/National Origin/Disability/Veteran.

Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.