Service Operations Lead: Data Center Support & Coordination

Nortek Data Center Cooling; Oklahoma City (OK); On-site; USD 45,000 - 65,000; Full time

Job summary

Nortek Data Center Cooling is seeking a motivated, customer-focused Service Program Coordinator to join our growing Service organization. The role provides advanced operational and customer support for service activities, manages inquiries, coordinates service actions, and ensures timely resolutions across internal teams and partners.

The ideal candidate thrives in a fast-paced environment, exercises sound judgment, and takes ownership of processes from initiation to resolution, with

Qualifications

• Associate's degree or equivalent combination of education and relevant experience.
• 3+ years of customer service, service operations, technical support, order management, field service coordination, or related operational experience.
• Demonstrated ability to think independently, exercise sound judgment, and apply critical-thinking skills to solve problems and make informed decisions.
• Proven ability to evaluate information for accuracy and reasonableness, identify potential issues, and take appropriate action with minimal supervision.
• Strong analytical and problem‑solving skills with a continuous improvement mindset.
• Proven track record of taking ownership of projects, processes, or initiatives with minimal oversight.
• Strong problem‑solving, communication, and organizational skills.
• Experience coordinating activities across multiple departments and stakeholders.

Responsibilities

• Serve as the primary point of contact for customers, field technicians, and service partners via phone, email, and service portals.
• Provide professional, responsive, and solution‑oriented support for parts inquiries, service requests, and general equipment questions.
• Resolve routine customer issues during the first interaction whenever possible using established troubleshooting tools, documentation, and knowledge resources.
• Escalate complex technical concerns to Technician II or leadership while ensuring customers receive seamless support and regular updates.
• Apply critical thinking and sound judgment to evaluate orders, requests, and operational activities, ensuring accuracy and identifying discrepancies before they impact customers or operations.
• Utilize a "reasonability test" approach when reviewing data, processes, and transactions to proactively identify potential errors, risks, or improvement opportunities.
• Identify process inefficiencies and recommend improvements that enhance customer experience, operational effectiveness, and overall service performance.

Skills

Customer service

Communication

Problem solving

Independent thinking

Cross-functional coordination

Education

Associate degree

Bachelor's degree (preferred)

Tools

INFOR ERP

CRM systems

Job description

Nortek Data Center Cooling is seeking a motivated, customer-focused Service Program Coordinator to join our growing Service organization. The role provides advanced operational and customer support for service activities, manages inquiries, coordinates service actions, and ensures timely resolutions across internal teams and partners.

The ideal candidate thrives in a fast-paced environment, exercises sound judgment, and takes ownership of processes from initiation to resolution, with