Technical Service Coordinator

Moov Pool Products; Town of Florida (NY); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Health, dental, vision, Life and Disb.

401(k) with employer match

Paid time off (PTO)

Additional Christmas holiday days

At-will employment (FL law)

Job summary

Moov Pool Products is seeking a Service Dispatch Coordinator to manage field service requests in our office. You will review escalated tickets, determine on-site needs, and coordinate technician dispatches to ensure timely, high-quality service.

You will prioritize calls, optimize routes, and communicate clearly with customers and internal teams. Experience in pool equipment service coordination and strong communication skills are essential.

Qualifications

• Experience in dispatching, service coordination, customer support, or a related role (assets).
• Strong organizational and multitasking skills are essential.
• Excellent communication and customer service abilities desired.
• Proficiency with ticketing systems, scheduling tools, and Microsoft Office.
• Knowledge of pool equipment (pumps, filters, heaters, automation) is a plus.

Responsibilities

• Receive and review service tickets escalated by the Customer Support team.
• Assess issues and determine when an on-site visit is required.
• Prioritize and assign calls based on skills, location, availability, and urgency.
• Coordinate and schedule technician visits; optimize routes and workload.
• Communicate with customers about appointments, updates, and follow-ups.
• Track open tickets to ensure timely resolution; maintain records in the ticket system.
• Collaborate with Customer Support, Technical Support, and Operations to ensure service quality.
• Escalate critical issues and drive timely resolution.
• Generate reports and provide updates on service performance.

Skills

Dispatching experience

Coordination

Customer support

Organizational skills

Multitasking

Communication skills

Ticketing systems

Scheduling tools

Microsoft Office

Pool equipment knowledge

Tools

Ticketing systems

Scheduling tools

Microsoft Office

Job description

About the role

Working from our office, the Service Coordinator is responsible for managing technical service requests related to pool equipment. When Customer Support is unable to resolve an issue remotely, the Service Dispatch Coordinator reviews the service request, determines the appropriate next steps, and coordinates the dispatch of field technicians to customer locations.

Acting as the primary liaison between customers, Customer Support, and field technicians, this role ensures service requests are prioritized, scheduled, and completed efficiently. The Service Dispatch Coordinator plays a key role in delivering exceptional customer service through effective communication, timely service coordination, and proactive follow-up to ensure customer satisfaction.

What you’ll do

• Receive and review service tickets escalated by the Customer Support team.
• Assess customer issues related to pool equipment and determine when an on-site service visit is required.
• Prioritize and assign service calls to the appropriate technician based on skills, location, availability, and urgency.
• Coordinate and schedule technician visits while optimizing routes and workload.
• Communicate with customers regarding service appointments, updates, and follow-ups.
• Track and monitor open tickets to ensure timely resolution.
• Maintain accurate records of service activities and ticket status within the ticket management system.
• Collaborate closely with Customer Support, Technical Support, and Operations teams to ensure exceptional customer service.
• Escalate critical issues when necessary and help drive timely resolution.
• Generate reports and provide updates on service performance and ticket status.

We are Offering

• Salary range: $55,000 – $65,000 USD (based on experience)
• Performance bonus eligibility: up to 10%
• Health, dental, vision, Life and Disability insurance (with employer contribution)
• 401(k) with employer match (up to 5%)
• Paid time off (PTO): 2 weeks (10 days)
• Up to 10 additional days weeks during Christmas Holidays
• Employment is “at-will” as defined by Florida law

We are Looking for

• Experience in dispatching, service coordination, customer support, or a related role.
• Experience in the swimming pool, spa, construction, HVAC, plumbing, or field service industry (Asset)
• Strong organizational and multitasking skills.
• Excellent communication and customer service abilities.
• Ability to prioritize tasks and manage multiple service requests simultaneously.
• Strong problem-solving and decision-making skills.
• Proficiency with ticketing systems, scheduling tools, and Microsoft Office applications.
• Knowledge of pool equipment, including pumps, filters, heaters, automation systems, and water treatment equipment (Asset)