Service Operations Coordinator

Thermal Works; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

ThermalWorks is seeking a Service Operations Coordinator to support the Service Delivery Manager and the ServiceNow program. This role acts as the primary liaison between customers, technicians, and service management, handling dispatching, scheduling, and documentation to ensure excellent service delivery.

The ideal candidate will be technically curious, possess strong communication skills, and learn ServiceNow quickly.

Qualifications

• Requires strong organizational and multitasking abilities.
• Experience with service coordination and dispatching.
• Proficient communication and customer service skills.
• Experience with ticketing or work order systems.
• Comfort with learning new software platforms quickly.

Responsibilities

• Dispatch and coordinate service requests to technicians based on priority, skill, location, and availability.
• Monitor work queues and service ticket assignments to ensure timely response and resolution.
• Schedule and prioritize service activities to meet SLAs.
• Track technician progress and address scheduling conflicts or delays.
• Create, update, monitor, and close service tickets within ServiceNow.
• Support process improvements within the ServiceNow platform.
• Coordinate with technicians across Europe as needed.
• Generate and maintain service reports and operational metrics.
• Assist with workload balancing and resource planning.

Skills

Communication

Organizational skills

Multitasking

Customer-focused

Team collaboration

Education

High school diploma or equivalent

Associate's degree or technical training preferred

Tools

ServiceNow

Job description

ThermalWorks has an exciting opportunity for someone passionate about sustainability and eager to be part of an innovative company that’s on a journey to transform the world’s infrastructure. We are seeking a highly organized and technically inclined Service Operations Coordinator to support our Service Delivery Manager and ServiceNow program. This role serves as the primary coordination point between customers, technicians, and service management. The successful candidate will be responsible for dispatching service requests, coordinating technician activities, tracking work progress, maintaining accurate records, and ensuring exceptional service delivery.

The ideal candidate will possess a strong technical aptitude, excellent communication skills, and the ability to quickly learn and utilize ServiceNow. This position requires someone who can build strong working relationships with field technicians while maintaining a customer-focused mindset and ensuring operational efficiency.

Key Responsibilities

Include but are not limited to:

Service Coordination & Dispatching

• Dispatch and coordinate service requests to technicians based on priority, skillset, location, and availability.
• Monitor work queues and service ticket assignments to ensure timely response and resolution.
• Schedule, reschedule, and prioritize service activities to meet customer expectations and service-level agreements (SLAs).
• Track technician progress throughout the service lifecycle and proactively address scheduling conflicts or delays.

ServiceNow & Ticket Management

• Create, update, monitor, and close service tickets within ServiceNow and other service management tools.
• Ensure ticket information is accurate, complete, and properly documented.
• Monitor ticket aging, escalations, and backlog management activities.
• Support continual process improvement initiatives within the ServiceNow platform.
• Serve as the primary point of contact for technicians requiring scheduling and dispatching.
• Build strong professional relationships with field technicians and support teams.
• Help technicians navigate service processes, procedures, and system requirements.
• Collaborate with technicians to ensure work is completed efficiently and accurately documented.
• Coordinate with technicians across Europe as needed, including setting up and managing work orders and providing support for incoming ServiceNow requests and opportunities

Operational Support

• Generate and maintain service reports and operational metrics.
• Assist with workload balancing and resource planning.
• Identify opportunities to improve workflow efficiency and service delivery processes.

Education and Experience

Required Qualifications

• High school diploma or equivalent required; associate's degree or technical training preferred.
• Minimum 2 years of experience in dispatching, service coordination, technical support, help desk operations, field service, or a related role.
• Strong computer skills and the ability to quickly learn new software platforms.
• Experience working with ticketing systems, work order management systems, or service management tools.
• Excellent organizational and multitasking abilities.
• Strong verbal and written communication skills.
• Ability to prioritize competing tasks in a fast-paced environment.
• Proven ability to work independently and as part of a team.

Preferred Qualifications

• Experience with ServiceNow or similar IT Service Management (ITSM) platforms.
• Experience with Air-Cooled Chiller, Air Handlers, and closed looped systems is preferred.
• Background supporting technical field service teams, data center operations, facilities maintenance, IT support, or related technical environments.
• Understanding of service delivery processes, incident management, and work order management.
• Experience monitoring service metrics and performance reporting.

Desired Characteristics

The ideal candidate will be:

• Technically curious and eager to learn new systems and processes.
• Comfortable working with both technical and non-technical personnel.
• Skilled at building rapport and maintaining positive relationships with technicians.
• Calm under pressure and capable of managing multiple priorities simultaneously.
• Detail-oriented with strong follow-through.
• Dependable, proactive, and customer focused.
• A problem solver who can think critically and adapt to changing priorities.

Success in This Role Looks Like

• Efficient coordination and dispatching of technician resources.
• Accurate and timely management of ServiceNow tickets.
• Strong relationships with technicians and operational stakeholders.
• Consistent achievement of service delivery goals and response times.
• Identification of process improvements that increase operational efficiency and customer satisfaction.

Working at Endeavour

Innovate at Speed: Thrive in a fast-paced, entrepreneurial environment where your ideas actually matter.

Own Your Work: Enjoy the flexibility and autonomy to execute and do your best work.

Learn from the Best: Collaborate daily with top-tier, experienced industry experts.

Elevate Your Craft: Be part of a respectful, continuous-learning culture driven by excellence.

Make a Real Impact: Join a team of dedicated changemakers building solutions that benefit people and the planet.

About ThermalWorks

ThermalWorks transforms data center cooling with ultra-efficient, modular systems that support dynamic AI workloads in any climate, with zero water consumption. Its multi-function chillers unify dry, trim, and full mechanical cooling into a single adaptive platform engineered to maximize tokens per watt.

About Endeavour

Endeavour builds technology infrastructure for the benefit of all. As the AI revolution drives unprecedented demand for resources, Endeavour provides the integrated infrastructure required to support global innovation while restoring the local environments we serve.

Inspired by nature, we design infrastructure as a cohesive system where every element feeds another to create a cycle of regeneration. This vision is realized through the Endeavour Stack, a collection of next-generation technologies that solve critical challenges in data, energy, materials, and water. Together, our systems allow AI cloud providers to scale with speed and agility, bypassing the constraints of traditional infrastructure.

At Endeavour, we do things differently. As a purpose trust, we reinvest profits to solve global problems. We are a collection of changemakers driven by our connection to each other, our communities, and our planet. By bringing proven experts together to move fast and cut through complexity, we are building a new model for infrastructure that delivers lasting benefits to our customers and local communities.

Position Overview

Position : Service Operations Coordinator

Full-Time or Part-Time : Full-Time

Reports to : Service Delivery Manager

Location : Remote - US (up to 10% travel required)