Service Coordinator

generac; Sussex (WI); On-site; USD 25,000 - 39,000; Full time

Job summary

Generac in Sussex, WI is seeking an organized Service Coordinator to manage customer requests, schedule field technicians, and track work orders through completion. The role supports the service operations team in delivering timely, quality service across customer accounts.

You will coordinate resources, maintain accurate records, and participate in on-call rotations as required, helping to ensure operational continuity and customer satisfaction.

Qualifications

• High school diploma or GED required.
• 1–3 years of administrative/service experience.
• Experience scheduling field technicians and/or handling customer service.

Responsibilities

• Serve as the primary point-of-contact for customers, triaging incoming service requests and ensuring prompt resolution.
• Create and manage service jobs in the system, coordinating technician schedules to optimize efficiency.
• Proactively schedule preventative maintenance and repairs and confirm details with customers.
• Use customer portals to oversee and update all open work orders.
• Track and oversee job progress from initiation through completion and escalate issues as needed.
• Participate in department meetings to align priorities and resolve challenges.
• Provide cross-functional support to other Service Department roles.
• Participate in rotating on-call team to respond to emergency service requests as required by location.

Skills

Microsoft Office

Scheduling

Customer service

Time management

Interpersonal skills

Basic math

Computer literacy

FieldServio

SAP

Education

High School Diploma or GED

Associate or bachelor’s degree (preferred)

Tools

FieldServio

SAP

Job description

We believe power is a promise - a shared commitment to be there for others when it matters most.

For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.

Ready to Power a Smarter World with us?

Major Responsibilities

• Serve as the primary point-of-contact for customers, triaging incoming service requests and ensuring prompt resolution.
• Create and manage service jobs in the system, while coordinating technician schedules to optimize efficiency.
• Proactively schedule preventative maintenance and repair services, confirming details with customers.
• Utilize customer portals to oversee and update all open work orders, ensuring accuracy and timeliness.
• Track and oversee job progress from initiation through completion, escalating issues as needed to meet deadlines.
• Participate in department meetings with the service operations team to align priorities and resolve challenges.
• Provide cross-functional support to other Service Department roles as needed to maintain operational continuity.
• Participate in a rotating on-call team to respond to emergency service requests, as required by location.

Minimum Job Requirements

Education

• High School Diploma or G.E.D.

Work Experience

• One to three years of administrative experience in a service-related business.
• One to three years of scheduling field technicians and/or customer service.

Knowledge / Skills / Abilities

• Computer literacy is required, including a working knowledge of Microsoft Office applications (i.e., Outlook, Word, Excel).
• General knowledge of service parts and the service industry, including but not limited to basic mechanical and technical aptitude.
• Incorporate time management skills by prioritizing work assignments.
• Proven interpersonal skills with both internal and external customers, including being a team player to create synergy within the office and company.
• Must be able to handle high-pressure situations.
• Must have basic math skills for computing percentages, multipliers, sales tax, and totals on parts orders.

Preferred Job Requirements

Education

• Associate or bachelor's degree in related field.

Work Experience

• 4 years of administrative experience in a service-related business.
• 4 years of scheduling field technicians and/or customer service.

Knowledge / Skills / Abilities

• Working knowledge of business enterprise systems (e.g. FieldServio, SAP, etc.).
• Proficiency in schematic and service documentation.

Physical Requirements and Working Conditions

Office Environment (Includes field sales): While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.