Service Program Coordinator

Nortek Air Solutions Québec; Oklahoma City (OK); On-site; USD 50,000 - 70,000; Full time

Job summary

Nortek Data Center Cooling seeks a Service Program Coordinator to join our expanding Service team. You will be the primary contact for customers and field technicians, providing advanced operational and customer support for service activities and inquiries.

In this fast-paced role, you will manage quotes, orders, and service cases, coordinate technician dispatch, and drive continuous improvement across service processes while maintaining accurate records in ERP and CRM systems.

Qualifications

• Associate's degree or equivalent required.
• 3+ years in customer service, service operations, or related field.
• Ability to think independently and exercise judgment.

Responsibilities

• Serve as the primary contact for customers, field techs, and service partners via phone, email, and portals.
• Provide professional, responsive, and solution-oriented support for parts inquiries and service requests.
• Resolve routine issues during first contact using documented tools and resources.
• Escalate complex issues to leadership while keeping customers updated.
• Apply critical thinking to evaluate orders and processes for accuracy and risk.
• Identify inefficiencies and suggest process improvements.
• Process parts orders accurately within INFOR ERP and confirm pricing/availability.
• Coordinate with warehouse for timely order fulfillment and shipping.
• Generate standard quotations and follow up on quotes and inquiries.
• Open, document, and triage service and warranty cases and coordinate technician dispatch.
• Document interactions and case resolutions in ERP/CRM; share insights for improvement.
• Participate in ongoing training in technical and customer service areas.

Skills

Customer service

Analytical thinking

Problem solving

Communication

Organization

Cross-functional coordination

Education

Associate degree or equivalent

Bachelor's degree preferred

Tools

Infor ERP

CRM systems

Service management systems

Job description

Maximize your potential. Minimize your footprint.Nortek Data Center Cooling builds the systems that keep modern data centers running — from liquid cooling to large‑scale air solutions. Our work supports some of the world’s most demanding AI and hyperscale environments, and we solve those challenges with engineering depth and practical execution.We keep things simple here. We communicate early, stay close to the details, and follow through. When issues come up, we address them directly, not with layers of process. Customers count on us because we do what we say and we keep projects moving.Our culture is hands‑on and collaborative. People take ownership, move quickly, and help each other. If you like working with teammates who are straightforward and accountable, you’ll feel at home.With the backing of Madison Air, we have the scale, stability, and manufacturing footprint to support complex, high‑growth programs.Job SummaryNortek DCC is seeking a motivated, customer-focused Service Program Coordinator to join our growing Service organization.The Service Program Coordinator serves as a key resource for customers, field technicians, service partners, and internal teams, providing advanced operational and customer support for service activities. This role is responsible for managing service inquiries, coordinating service activities, processing orders and quotes, and ensuring timely resolution of customer and operational issues.Operating with a high degree of independence, the successful candidate takes ownership of assigned processes, projects, and customer issues from initiation through resolution. They apply strong critical-thinking skills and sound judgment to evaluate information, identify potential issues, and ensure work is accurate, complete, and reasonable before execution. This mindset is essential in both daily transactional activities and broader process improvement initiatives.The ideal candidate thrives in a fast-paced environment, communicates effectively, and demonstrates initiative, accountability, and a willingness to step up and own outcomes. This position offers the opportunity to build technical expertise in data center cooling equipment while contributing to operational excellence and continuous improvement within one of the fastest-growing sectors of industrial technology.Customer Support & Case ManagementServe 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.Parts Identification & Order ProcessingIdentify and verify replacement parts using equipment nameplates, serial numbers, exploded diagrams, QR codes, and ERP system resources.Process parts orders accurately and efficiently within INFOR ERP.Confirm pricing, quantities, availability, lead times, and shipping details before releasing orders.Coordinate with warehouse and logistics teams to ensure timely order fulfillment and delivery communication.Quoting & Customer Follow-UpGenerate standard replacement-part quotations and communicate pricing and lead-time information to customers.Proactively follow up on outstanding quotations and customer inquiries.Assist customers through the quote-to-order process while escalating non-standard pricing requests when necessary.Service & Warranty CoordinationOpen, document, and triage service and warranty cases, including commissioning, preventive maintenance, break/fix, and extended warranty events.Coordinate technician dispatch activities and communicate schedules and status updates.Gather accurate warranty documentation, including serial numbers, equipment information, photos, and failure details.Documentation & Continuous ImprovementMaintain complete and accurate records within ERP and CRM systems.Document customer interactions, troubleshooting activities, and case resolutions thoroughly.Share customer insights and recurring issues to help improve service processes, online tools, and technical resources.Participate in ongoing technical and customer service training programs.QualificationsRequiredAssociate'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.Preferred QualificationsBachelor's degree in Business, Operations, Supply Chain, Engineering, or related field.Experience leading process improvement initiatives.Experience mentoring, training, or providing guidance to less experienced team members.Experience working within ERP, CRM, or service management systems.Why This Role MattersThe Service Program Coordinator plays a critical role in customer satisfaction and operational excellence. Every interaction directly impacts our customers' ability to keep mission-critical infrastructure running. By delivering responsive support, accurate order processing, and effective coordination, you help reinforce Nortek DCC's reputation as a trusted partner in the data center cooling industry.This position also provides a defined career path into advanced technical support, service operations, and other growth opportunities within Nortek DCC as you expand your technical knowledge and expertise.