Service Coordinator I

Generac; Sussex (WI); On-site; USD 36,000 - 48,000; Full time

Job summary

Generac seeks a Service Coordinator I to support daily operations in the Wisconsin Sussex service office. You will create and manage service jobs, route calls, and assist with scheduling to keep jobs moving smoothly.

The role requires strong computer skills, familiarity with Microsoft Office, and the ability to work under pressure while coordinating with technicians and customers. You will report to the Branch Manager and help maintain accurate records.

Qualifications

• High School Diploma or GED required.
• 1–3 years of administrative experience in a service-related business.
• 1–3 years scheduling field technicians and/or customer service.
• Proficient in Microsoft Office applications and basic math.

Responsibilities

• Serve as primary point-of-contact for customers and triage service requests.
• Create and manage service jobs in the system and coordinate technician schedules.
• Proactively schedule preventive maintenance and repairs with customers.
• Use customer portals to manage open work orders and ensure timeliness.
• Track job progress from start to completion and escalate issues as needed.
• Participate in service operations meetings to align priorities.
• Provide cross-functional support to other Service Department roles.
• Join rotating on-call shifts for emergency service requests as required.

Skills

Administrative experience

Scheduling experience

Customer service

Time management

Interpersonal skills

Handling high-pressure situations

Basic math

Education

High School Diploma or GED

Associate or bachelor's degree (preferred)

Tools

Microsoft Office

Outlook

Excel

Word

Job description

The Service Coordinator I is responsible for supporting the daily operations of the Service Department by managing administrative and scheduling functions. This includes creating and maintaining service jobs in the company's business systems, answering and routing incoming service calls, and assisting with technician scheduling to ensure efficient job coordination. The role also involves maintaining organized electronic records, facilitating communication between team members, and providing general administrative support as needed. The Service Coordinator I reports directly to the Branch Manager.

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 Qualifications

• High School Diploma or G.E.D.
• 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, And 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 Qualifications

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

Physical Demands:

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.