Service Desk Coordinator

Central Glass Co., Inc.; West Bridgewater (MA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

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

Job summary

A commercial architectural glass company is seeking a Service Desk Coordinator in West Bridgewater, MA. The ideal candidate will manage service requests, schedule technicians, and maintain documentation to ensure efficient operations. Strong communication and organizational skills are essential, along with a customer-focused mindset. This full-time position offers benefits including health insurance and a 401(k) plan, contributing to professional growth in a supportive environment.

Qualifications

• Prior experience in service coordination or customer service.
• Ability to manage multiple service requests simultaneously.
• Excellent verbal and written communication skills.

Responsibilities

• Serve as the primary point of contact for service requests.
• Schedule and coordinate dispatch of service technicians.
• Maintain accurate service documentation.

Skills

Organizational skills

Communication skills

Problem-solving skills

Attention to detail

Tools

Office software

Job management software

Job description

Overview

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.

About Central Glass

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.