Service Operations Coordinator: ERP & Dispatch Lead

DMW&H; New York (NY); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid time off

Holidays

Education assistance

Short-term disability

Long-term disability

Group life insurance

Identity theft plan

Legal assistance

Job summary

DMW&H is seeking a Service Operations Coordinator to drive daily administration and operational coordination of the Field Service Department, with a focus on ERP management, service administration, and dispatch support.

This role serves as the operational hub between the Service Manager, Field Service Supervisor, technicians, customers, and internal departments to ensure accurate work order management, labor tracking, billing support, operational reporting, and service efficiency.

Qualifications

• Associate's degree or equivalent combination of education and relevant work experience.
• Minimum 3–5 years of experience in Service Administration, Field Service Coordination, Service Operations, Dispatch Support, or related operational role.
• Experience utilizing ERP or Field Service Management systems in a service environment.
• Strong administrative, organizational, and time management skills.
• Ability to manage multiple priorities and support daily operational activities in a fast-paced environment.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Proficiency with Microsoft Office Suite, particularly Excel.
• Ability to perform the essential functions of the position, with or without reasonable accommodation.
• Commitment required. Able to set and meet goals; sincere care for others; overwhelming desire to win and to be part of a winning team.
• Bachelor's degree in Business Administration, Operations Management, Supply Chain, or a related field (Preferred).
• Experience with ServiceNow, SAP, or similar ERP/Field Service Management systems (Preferred).
• Experience supporting field service technicians in a multi-location service environment (Preferred).
• Knowledge of work order management, labor tracking, billing, purchasing, and preventive maintenance scheduling (Preferred).
• Experience supporting dispatch operations and coordinating emergency service response (Preferred).
• Experience creating operational reports and identifying opportunities for process improvement (Preferred).

Responsibilities

• Serve as the primary administrator for daily service operations within ServiceNow and SAP ERP.
• Create, manage, and maintain service work orders from initial customer request through final billing.
• Ensure all operational data entered into ServiceNow and SAP is accurate, complete, and entered in a timely manner.
• Monitor work order status, technician labor entries, customer records, equipment history, purchase orders, and service documentation to maintain data integrity.
• Review technician time entries and completed work orders for accuracy prior to invoicing.
• Assist with billing by ensuring work orders are properly documented, closed, and invoiced in a timely manner.
• Generate operational reports and assist management with labor tracking, service metrics, workload analysis, and operational reporting.
• Maintain customer, equipment, contract, and asset information within ERP systems.
• Identify opportunities to improve administrative workflows, ERP utilization, and operational efficiency.
• Learn and support future enhancements to ServiceNow, SAP, and other operational software platforms.
• Responsible for protecting confidential information in accordance with company security policies.
• Duties include following secure data handling procedures, reporting potential security incidents, and completing mandatory security awareness training to ensure compliance with privacy and regulatory requirements.
• Support for dispatch coordination and field service scheduling, including emergency service response and preventive maintenance planning.
• May be assigned to special projects or required to perform other duties as determined by management.

Skills

Administrative coordination

Organizational skills

Time management

Verbal and written communication

Customer service

Excel proficiency

ERP / Field Service Management systems

Data integrity

Education

Associate degree or equivalent

Bachelor's degree preferred

Tools

ServiceNow

SAP

Microsoft Office

Job description

DMW&H is seeking a Service Operations Coordinator to drive daily administration and operational coordination of the Field Service Department, with a focus on ERP management, service administration, and dispatch support.

This role serves as the operational hub between the Service Manager, Field Service Supervisor, technicians, customers, and internal departments to ensure accurate work order management, labor tracking, billing support, operational reporting, and service efficiency.