SERVICE COORDINATOR

Superior Industrial Products; Nashville (TN); On-site; USD 42,000 - 64,000; Full time

Job summary

Superior Industrial Products in Nashville, TN is seeking a Service Coordinator to efficiently schedule field and shop service activities and act as the communication hub between customers, technicians, parts personnel, and leadership.

You will manage work orders, keep records, provide timely updates, and help optimize technician productivity while delivering top-tier customer service in a fast-paced industrial environment.

Qualifications

• 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.

Responsibilities

• Schedule daily work orders and PMs to field and shop technicians based on skills and urgency.
• Monitor real-time job progress, adjust schedules, and prioritize emergencies.
• Coordinate technician time off to minimize disruption.
• Create, process, and close work orders in the service software system.
• Track open work orders, review technician notes, verify labor and parts entries.
• Ensure documentation is complete and submitted for billing in a timely manner.
• Communicate parts availability and job status to technicians.
• Assist in locating manuals and technical documentation.
• Provide logistical support for tools, equipment, and travel as needed.
• Monitor and report KPIs such as response time and open work orders.
• Assist with warranty claim documentation and labor recovery tracking.

Skills

Communication

Organizational skills

Multitasking

Customer service

Attention to detail

Education

High school diploma or GED

Some college or vocational training

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.