Service Coordinator II

Energy Systems Consolidated LLC; Delaware; On-site; USD 42,000 - 65,000; Full time

Job summary

Generac Power Systems Inc. seeks a Service Coordinator I to act as the primary contact for customers, triage service requests, and manage service jobs.

You will coordinate technician schedules, schedule preventative maintenance, and ensure accurate customer records across locations. Ideal candidates have 2+ years in an administrative, service-related role, strong time management and interpersonal skills, and proficiency in Microsoft Office.

Qualifications

• Must have 2+ years of administrative experience in a service-related business.
• Proficiency with Microsoft Office (Outlook, Word, Excel).
• Experience scheduling field technicians and/or customer service is required.
• Knowledge of service parts and general service industry helpful.

Responsibilities

• Serve as the primary contact for customers and triage service requests.
• Create and manage service jobs; coordinate technician schedules.
• Schedule preventative maintenance and confirm details with customers.
• Create and update customer and location records in the system.

Skills

Time management

Interpersonal skills

Microsoft Office

Basic math

Education

Associate or bachelor’s degree

High school diploma required

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.
• Create, audit, and update new customers in the system and maintain customer location accounts.
• Manage equipment transfers between accounts, ensuring proper documentation and system updates.
• Partner with the credit department to resolve account status issues and maintain smooth service operations, escalating issues as needed.
• 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.
• Review completed jobs for accuracy and readiness for billing, collaborating with technical billers to finalize invoicing, escalating issues as needed.
• Process new entry-level to mid-level contracts and renewals in the electronic management system for related services.
• 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.
• Work under general direction; manage own workload and cross-train Service Coordinator I team members, fostering skill development and knowledge sharing.

Minimum Job Requirements

• Education High School Diploma or G.E.D.
• Work Experience 2+ years of administrative experience in a service-related business
• Work Experience 2+ 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 aptitue 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
• Work Experience 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.”

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?

As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac’s success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people’s lives and their own.