Service Desk Coordinator

Central Glass; Manleys Corner (MA); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Health, dental, and vision insurance

401(k) with discretionary company match

Paid time off and holidays

Job summary

A leading glass installation company is seeking a Service Desk Coordinator to manage service requests and coordinate technicians. The ideal candidate will have strong organizational skills and experience in customer service. This full-time position offers competitive salary and comprehensive benefits, including health insurance and 401(k). Join a dedicated team focused on delivering quality service and operational excellence in a fast-paced environment.

Qualifications

• Prior experience in service coordination or operations support role.
• Ability to read and understand work orders and service tickets.
• Proficiency with office and job management software.

Responsibilities

• Serve as the primary point of contact for incoming service requests.
• Schedule and dispatch service technicians.
• Create and maintain accurate service tickets and documentation.

Skills

Service coordination

Customer service

Organizational skills

Communication skills

Problem-solving

Tools

Job management software

Job description

Why Central Glass?

Join Central Glass, the area’s oldest family-owned business with over 75 years of excellence. Be part of a tight-knit team where your valued work will create stunning glass projects. Here, you'll find:

• Impactful Work: Lead innovative glass installations, from shower enclosures to storefronts.
• Career Growth: Expand your skills with industry-leading tools and training.
• Supportive Culture: Collaborate with passionate professionals dedicated to quality.
• Great Benefits: Health, dental, 401(k), and generous paid time off.

Apply today to join a legacy of craftsmanship and community!

About Us

Central Glass is a trusted leader in commercial architectural glass and glazing systems. We specialize in curtain wall, storefront, curtain wall, aluminum windows, glass entrances, and other exterior façade solutions for mid- to large-scale commercial projects. With a commitment to precision, performance, and safety, we deliver high-quality glazing solutions across a wide range of commercial construction markets.

Position Summary

The Service Desk Coordinator serves as the central point of coordination for Central Glass’s Service Department, acting as the primary liaison between customers, the Field Operations Coordinator and other internal teams. This role is responsible for managing incoming service requests (both commercial and residential), scheduling and dispatching technicians, maintaining accurate job documentation, and ensuring timely, professional communication throughout the service lifecycle.

The Service Desk Coordinator plays a critical role in keeping service operations running efficiently by prioritizing requests, tracking job status, supporting billing readiness, and ensuring service work is properly documented from intake through close-out. Success in this role requires strong organizational skills, attention to detail, clear communication, and the ability to manage multiple priorities in a fast-moving environment.

This position supports Central Glass’s commitment to responsive service, operational accuracy, and a positive customer experience while helping field teams stay productive and informed.

Key Responsibilities

• Serve as the primary point of contact for incoming service requests via phone, email, and internal systems.
• Schedule, dispatch, and coordinate service technicians based on priority, location, and scope of work.
• Create, update, and maintain accurate service tickets, job notes, and documentation.
• Communicate clearly with customers regarding scheduling, job status, and next steps.
• Coordinate sourcing of required materials for service work, including ordering parts or submitting fabrication work tickets to ensure jobs are properly prepared and completed without delay.
• Coordinate with field technicians to confirm arrival times, job completion, and follow-up needs.
• Track service progress and ensure jobs move efficiently from intake through close-out.
• Escalate urgent service issues, customer concerns, or scheduling conflicts to leadership as needed.
• Verify service details and documentation to support accurate invoicing and job close-out.
• Maintain organized service records, photos, and attachments within company systems.
• Support service department workflow improvements and adherence to established SOPs.

Qualifications

• Prior experience in a service coordination, dispatch, customer service, or operations support role.
• Working knowledge of the glazing industry, including glass types, basic fabrication processes, hardware, and common service applications (preferred).
• Ability to read and understand work orders, service tickets, and basic drawings or measurements.
• Strong organizational skills with the ability to manage multiple service requests simultaneously.
• Excellent verbal and written communication skills with customers, technicians, and internal teams.
• Proficiency with office and job management software; ability to learn company systems quickly.
• High attention to detail and accuracy in documentation and data entry.
• Strong problem-solving skills and the ability to prioritize in a fast-paced environment.
• Professional demeanor and customer-focused mindset.
• Ability to work independently while collaborating effectively with field and office teams.

What We Offer

• Competitive salary based on experience.
• Health, dental, and vision insurance.
• 401(k) with discretionary company match.
• Paid time off and holidays.
• Opportunities for professional growth in a supportive, team-oriented environment.

Job Type: Full-time.

Work Location: In Person.