Summary:
The Service Operations Coordinator is responsible for the daily administrative and operational coordination of the Field Service Department, with primary responsibility for ERP management, service administration, operational coordination, and technician support. This position serves as the operational hub between the Service Manager, Field Service Supervisor, Field Service Technicians, customers, and internal departments to ensure accurate work order management, labor tracking, billing support, operational reporting, and overall service efficiency.
This role requires a strong understanding of ERP systems, service administration, and operational workflows while supporting the daily coordination of field operations and dispatch activities. The Service Operations Coordinator will maintain the integrity of ServiceNow and SAP data, ensuring accurate work order processing, technician time entry, purchase orders, customer records, reporting, and billing to support daily operations and long-term business objectives.
The successful candidate will be highly organized, customer-focused, and capable of balancing multiple priorities in a fast-paced environment. This individual will play a key role in improving operational efficiency by maintaining accurate operational records, supporting technician activities, assisting with dispatch coordination, workforce planning, and ensuring customer expectations are consistently met through effective communication and timely execution of service operations.
This position is designed to be a critical operational resource within the Service Department, providing administrative leadership while supporting dispatch and field operations, with the opportunity to grow into an expanded operational role as business needs evolve.
Reports to: PSG Field Maintenance Operations Manager
Qualifications
- Associate's degree or equivalent combination of education and relevant work experience.
- Minimum 3–5 years of experience in Service Administration, Field Service Coordination, Service Operations, Dispatch Support, or a related operational role.
- Experience utilizing ERP or Field Service Management systems in a service environment.
- Strong administrative, organizational, and time management skills.
- Ability to manage multiple priorities and support daily operational activities in a fast-paced environment.
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Proficiency with Microsoft Office Suite, particularly Excel.
- Ability to perform the essential functions of the position, with or without reasonable accommodation.
- Commitment required. Able to set and meet goals; sincere care for others; overwhelming desire to win and to be part of a winning team.
Preferred
- Bachelor's degree in Business Administration, Operations Management, Supply Chain, or a related field.
- Experience with ServiceNow, SAP, or similar ERP/Field Service Management systems.
- Experience supporting field service technicians in a multi-location service environment.
- Knowledge of work order management, labor tracking, billing, purchasing, and preventive maintenance scheduling.
- Experience supporting dispatch operations and coordinating emergency service response.
- Experience creating operational reports and identifying opportunities for process improvement.
Responsibilities:
ERP /Administrative Operations
- Serve as the primary administrator for daily service operations within ServiceNow and SAP ERP.
- Create, manage, and maintain service work orders from initial customer request through final billing.
- Ensure all operational data entered into ServiceNow and SAP is accurate, complete, and entered in a timely manner.
- Monitor work order status, technician labor entries, customer records, equipment history, purchase orders, and service documentation to maintain data integrity.
- Review technician time entries and completed work orders for accuracy prior to invoicing.
- Assist with billing by ensuring work orders are properly documented, closed, and invoiced in a timely manner.
- Generate operational reports and assist management with labor tracking, service metrics, workload analysis, and operational reporting.
- Maintain customer, equipment, contract, and asset information within ERP systems.
- Identify opportunities to improve administrative workflows, ERP utilization, and operational efficiency.
- Learn and support future enhancements to ServiceNow, SAP, and other operational software platforms.
- Responsible for protecting confidential information in accordance with company security policies. Duties include following secure data handling procedures, reporting potential security incidents, and completing mandatory security awareness training to ensure compliance with privacy and regulatory requirements.
Dispatch & Field Operations Support
- Support the daily coordination and dispatch of Field Service Technicians for emergency service calls, preventive maintenance, warranty work, and scheduled service requests.
- Assist with monitoring technician schedules and making real-time adjustments based on customer priorities, technician availability, travel time, and operational demands.
- Help prioritize incoming service requests while balancing customer commitments, contractual obligations, and available resources.
- Maintain communication with Field Service Technicians regarding schedule updates, customer information, and operational priorities.
- Partner with the Service Manager and Field Service Supervisor to maximize technician utilization and support efficient field operations.
- Assist in resolving scheduling conflicts and escalating critical customer or operational issues when appropriate.
Customer Service & Communication
- Serve as a primary point of contact for service customers by providing timely updates and ensuring customer expectations are consistently met.
- Coordinate communication between customers, technicians, management, and internal departments regarding scheduling, arrival times, delays, and job completion.
- Build and maintain professional customer relationships through responsive communication and exceptional customer service.
Operational Support
- Support workforce planning through technician scheduling, preventive maintenance planning, and resource allocation.
- Monitor open work orders to ensure timely completion, proper documentation, and customer follow-up.
- Assist in improving operational processes, workflow efficiency, and service department performance.
- Support forecasting, reporting, and operational planning activities.
- May be assigned to special projects or required to perform other duties not listed above, which may vary from time to time as determined by management, to meet company needs.
Additional Information
- Compensation Range: $26.25 to $39.40 per hour. Eligible for overtime.
- Comprehensive benefit offerings including medical, dental, vision, flexible spending, 401(k), Paid Time Off, Holidays, Education Assistance, Short and Long-Term Disability, Group Life Insurance, Legal Assistance and Identify Theft Plan.
Apply
Interested in joining the DMW&H team? Send your resume to info@dmwandh.com.
