Territory Service Ops Coordinator

Adaptec Solutions LLC; Chicago (IL); On-site; USD 58,000 - 66,000; Full time

Benefits offered by this job

Paid time off

11 paid holidays

Health plans

Dental and vision insurance

HSA/FSA accounts

401(k) match

Disability insurance

Education assistance

Job summary

Adaptec Solutions, LLC is seeking a Service Coordinator – Territory Operations in Chicago to own end-to-end service work orders, from intake through scheduling, execution, and billing readiness.

You will evaluate priorities, technician capabilities, and customer requirements to optimize schedules, reduce travel, and ensure timely updates to customers and internal teams. Strong ERP/CRM and Excel skills are preferred.

Qualifications

• 3+ years of experience in field service coordination, dispatch, service operations, logistics, maintenance operations, or a similar environment.
• Experience independently scheduling field technicians or skilled resources.
• Strong analytical, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a high-volume environment.
• Strong written and verbal customer communication skills.
• Ability to interpret technician notes, service reports, work orders, and customer requirements.
• Proficiency with ERP, field service management, CRM, dispatch, or similar business systems.
• Working knowledge of Excel and operational reporting.

Responsibilities

• Maintain ownership and visibility of all service activity within the assigned territory.
• Prioritize work based on urgency, customer SLA, technician availability, geography, job requirements, and business impact.
• Monitor unscheduled, scheduled, in-progress, completed, and follow-up work.
• Identify aging or stalled work orders and proactively drive next actions.
• Review completed work for required parts, return visits, recommendations, quoting opportunities, and billing readiness.
• Maintain an organized territory backlog with clear ownership and next steps.
• Independently schedule technicians based on skills, certifications, experience, location, availability, and job complexity.
• Optimize schedules to improve technician utilization and reduce unnecessary travel, overtime, schedule gaps, and repeat visits.
• Adjust schedules as priorities and field conditions change.
• Coordinate emergency and after-hours service requirements.
• Identify capacity constraints and escalat e with recommended solutions.
• Serve as a primary operational contact for assigned customers and locations.
• Provide proactive updates regarding scheduling, service status, delays, parts, return visits, and completion.
• Understand and follow customer-specific SLA, portal, NTE, PO, and escalation requirements.
• Coordinate effectively with Field Operations, Purchasing, Sales, Management, and other internal teams.
• Escalate customer or operational risks before they become service failures.

Skills

Field service coordination

Scheduling technicians

Analytical skills

Communication skills

Organizational skills

Excel & reporting

Tools

ERP systems

CRM systems

Dispatch software

MS Excel

Job description

Adaptec Solutions, LLC is seeking a Service Coordinator – Territory Operations in Chicago to own end-to-end service work orders, from intake through scheduling, execution, and billing readiness.

You will evaluate priorities, technician capabilities, and customer requirements to optimize schedules, reduce travel, and ensure timely updates to customers and internal teams. Strong ERP/CRM and Excel skills are preferred.