Service Coordinator

Generac; Sussex (WI); On-site; USD 52,000 - 68,000; Full time

Job summary

Generac in Sussex, WI is hiring a Service Coordinator to be the primary point of contact for customers, triaging service requests and ensuring prompt resolution.

You will create and manage service jobs in the system, coordinate technician schedules, and proactively schedule preventative maintenance and repairs with customers.

Qualifications

• High School Diploma or GED required.
• Experience in scheduling field technicians and/or customer service.
• Familiarity with FieldServio, SAP or similar enterprise systems.

Responsibilities

• Serve as the primary point-of-contact for customers and triage service requests.
• Create and manage service jobs; coordinate technician schedules.
• Proactively schedule preventive maintenance and repairs with customers.
• Use customer portals to oversee open work orders and update progress.
• Track job progress from initiation to completion and escalate issues as needed.
• Participate in service operations meetings to align priorities.
• Provide cross-functional support to other service roles as needed.
• Rotate on-call duties for emergency service requests by location.

Skills

Customer service

Scheduling

Office software

Time management

Interpersonal skills

Stress handling

Education

High School Diploma

Associate or Bachelor's degree

Tools

FieldServio

SAP

Job description

• 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

• High School Diploma or G.E.D.

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.

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.