Service Operations Lead (Scheduling & Dispatch)

Puffer-Sweiven; Houston (TX); On-site; USD 52,000 - 75,000; Full time

Job summary

Puffer-Sweiven seeks an experienced Operations Coordinator to orchestration service schedules, customer communication, and parts logistics in a fast-paced shop environment. You will coordinate technicians, quotes, and shipments, ensuring accurate ERP/CRM records and strong cross‑functional teamwork.

We value hands-on problem solving, attention to detail, and the ability to mentor a junior teammate while maintaining service quality in industrial pump and rotating equipment contexts.

Qualifications

• Associates or Bachelor’s degree in engineering or technical field is highly desired.
• 2–5 years in operations coordination, dispatch, scheduling, or customer service within a service, repair, or field-service business.
• Experience in an industrial, mechanical, or equipment repair environment (pumps, motors, or rotating equipment strongly preferred).
• Prior use of an ERP or field-service management system.
• Prior experience directing or mentoring at least one other employee.
• Strong organizational skills with the ability to track multiple open jobs, deadlines, and parts orders simultaneously.
• Clear, professional verbal and written communication, with strong customer-service instincts.
• Comfortable reading basic mechanical/technical specifications well enough to relay accurate information between customers and technicians.
• Working proficiency with ERP/CRM and scheduling software, plus standard office software (Microsoft Office or Google Workspace).
• Sound judgment and calm decision-making when priorities shift or delays occur.
• High attention to detail, particularly around parts numbers, work orders, and customer paperwork.
• Basic supervisory and delegation skills — able to direct and check the work of a direct report.
• Comfortable working in a fast-paced, hands-on shop environment alongside technicians and customers.

Responsibilities

• Build and maintain the daily/weekly service schedule, assigning jobs to technicians based on priority, required skill set, and shop capacity.
• Serve as the primary point of contact for customers on repair status, timelines, quotes, and any delays — proactively communicating rather than waiting to be asked.
• Coordinate intake of incoming equipment, logging each unit and work order into the ERP/CRM system.
• Track parts availability against open jobs; place, expedite, and follow up on vendor orders for parts needed to complete repairs.
• Monitor active work orders daily and flag delays, bottlenecks, or resource conflicts to the Operations/General Manager before they affect delivery dates.
• Prepare repair quotes and estimates in coordination with technicians, and route them to customers for approval.
• Coordinate inbound and outbound shipping/logistics for equipment and parts, including freight scheduling and documentation.
• Maintain accurate, current records across the ERP and CRM: work orders, customer contact history, service history, and parts logs.
• Provide daily direction to the Service Associate, delegating administrative and support tasks and reviewing their work for accuracy.
• Support invoicing by confirming completed work orders and handing off accurate job details to accounting/billing.
• Identify recurring workflow bottlenecks and propose or document process improvements.
• Maintain working relationships with key parts vendors and suppliers to support reliable turnaround on critical orders.
• Support new customer account setup and maintain the accuracy of customer records and service agreements.
• Act as backup point of contact for urgent/emergency service requests when the Operations Manager is unavailable.

Skills

Operations coordination

Dispatch scheduling

Customer service

ERP/CRM familiarity

Team mentoring

Technical reading

Microsoft Office

Scheduling software

Education

Associates or Bachelor’s degree in engineering or technical field

Tools

ERP/CRM system

Scheduling software

Microsoft Office

Job description

Puffer-Sweiven seeks an experienced Operations Coordinator to orchestration service schedules, customer communication, and parts logistics in a fast-paced shop environment. You will coordinate technicians, quotes, and shipments, ensuring accurate ERP/CRM records and strong cross‑functional teamwork.

We value hands-on problem solving, attention to detail, and the ability to mentor a junior teammate while maintaining service quality in industrial pump and rotating equipment contexts.