SERVICE COORDINATOR

Superior Industrial Products; Fort Worth (TX); On-site; USD 40,000 - 56,000; Full time

Job summary

Superior Industrial Products is seeking a Service Coordinator to schedule and coordinate field and shop service activities from our Fort Worth office. You will act as the communication hub between customers, technicians, parts personnel, and branch leadership to optimize technician productivity and service records.

The role focuses on scheduling, customer communication, and accurate work order management in a fast-paced industrial environment, with emphasis on timely billing and issue resolution.

Qualifications

• High school diploma or GED required with some college or vocational training preferred.
• Minimum 2 years in service coordination, dispatching, or admin support.
• Strong organizational skills and ability to multitask in a fast-paced setting.
• Proficiency in Microsoft Office Suite and clear written/verbal communication.

Responsibilities

• Schedule and dispatch field and shop service activities based on skills and urgency.
• Communicate with customers, technicians, parts personnel, and leadership to coordinate work.
• Create, process, and close service work orders in the service software.
• Monitor KPIs such as response time and open work orders; assist with warranty documentation.

Skills

Organizational skills

Multitasking

Microsoft Office

Verbal communication

Written communication

Education

High school diploma or GED

Some college or vocational training preferred

Tools

Microsoft Office Suite

Job description

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The Service Coordinator is responsible for ensuring the efficient scheduling and coordination of field and shop service activities. This role serves as the communication hub between customers, technicians, parts personnel, and branch leadership. The Service Coordinator plays a critical role in optimizing technician productivity, maintaining accurate service records, and delivering top-tier customer service in a fast-paced industrial environment.

Key Responsibilities

1. Scheduling & Dispatch

Assign daily work orders and PMs to field and shop technicians based on skills, workload, geography, and urgency.

Monitor real-time job progress, adjust schedules as needed, and prioritize emergency repairs.

Coordinate technician time off to minimize service disruption.

2. Customer Communication

Serve as the first point of contact for incoming service calls and requests.

Provide customers with estimated response times, updates, and service completion summaries.

Follow up on completed jobs to ensure customer satisfaction and resolve any issues.

3. Work Order Management

Create, process, and close work orders in the service software system (e.g., HBS or similar).

Track open work orders, review technician notes, and verify labor and parts entries for accuracy.

Ensure all documentation is complete and submitted for billing in a timely manner.

Communicate parts availability and job status updates to technicians.

Assist in locating manuals, service bulletins, or technical documentation.

Provide logistical support for tools, equipment, and travel arrangements as needed.

5. Reporting & Metrics

Monitor and report key service KPIs such as response time, open work orders, PM completion, and technician utilization.

Assist with warranty claim documentation and labor recovery tracking.

Qualifications

Required:

• High school diploma or GED; some college or vocational training preferred.
• Minimum of 2 years in a service coordination, dispatching, or admin support role.
• Strong organizational and multitasking skills in a fast-paced setting.
• Proficiency in Microsoft Office Suite.
• Excellent verbal and written communication skills.

Preferred:

• Experience in the forklift or heavy equipment industry.
• Understanding of industrial service workflows, preventive maintenance programs, and warranty processes.
• Customer Service Orientation
• Attention to Detail
• Problem Solving
• Time Management
• Adaptability and Flexibility

Working Conditions

Primarily office-based at a service branch.

May involve occasional warehouse or shop visits.

Regular business hours with occasional extended hours during peak times or emergencies.