Service Coordinator

JOB SUMMARY With over 50 years of proven performance, Zonatherm Products and ThermFlo provide complete, end-to-end solutions for essential mission critical power and cooling systems serving industries from data centers, hospitals and municipalities to industrial and commercial facilities. From initial planning and expert guidance to custom equipment, system design, installation, and ongoing support, we deliver a fully integrated approach that keeps operations running smoothly.

The Service Coordinator acts as an intermediary between customers and our HVAC/Generator Service Technicians. This role is responsible for dispatching technicians to location, scheduling emergency services, and coordinating preventive maintenance work orders (all requested servicing goes through this department). The Service Coordinator will dispatch, track, and schedule work, completing necessary documentation to optimize day-to-day service operations and customer satisfaction.

They are responsible for reviewing requests and submitting within customer portals in a timely manner to keep business efficiency. ESSENTIAL

Responsibilities

Service Scheduling & Workflow Coordination Manages and prioritizes work orders across planned maintenance, emergency calls, quoted work, warranty repairs, and customer requests, ensuring schedules align with urgency, resource availability, and contract

Requirements

Assigns technicians based on skill set, location, workload, and service deadlines to maximize field efficiency and customer satisfaction. Communicates schedule updates, delays, and changes proactively to customers and internal teams to maintain transparency and reduce operational impact. Collaborates with service leadership on prioritization, capacity planning, and workload distribution to support overall business needs.

Customer Communication Serves as a primary point of contact for customers regarding service scheduling & status updates. Gathers detailed information on symptoms, site conditions, and customer expectations and accurately communicates these to assigned technicians to ensure preparedness. Maintains strong professional relationships by providing timely responses, clarifying service scope, and escalating concerns when needed.

Systems, Applications & Documentation Management Utilizes designated technical applications, OEM portals, field service software, and internal systems to schedule work, record updates, and maintain accurate service case information. Ensures all internal and customer-facing portals reflect up-to-date, accurate information, including scheduled dates, case notes, documents, and completion details. Documents all scheduling and communication actions promptly to support billing, compliance, and field operations.

Case Monitoring & Performance Tracking Monitors the status of all open service cases daily, coordinating with technicians, customers, and supervisors to drive timely completion. Identifies potential delays, resource gaps, or scope changes early and initiates the appropriate escalation or mitigation steps. SECONDARY

Responsibilities

Proactively identifies bottlenecks, recurring issues, or communication breakdowns and suggests process improvements to enhance team efficiency. Escalates customer questions, concerns, and service risks to the appropriate internal teams to ensure swift resolution. Comprehends and adheres to all safety, quality, and Company guidelines specified in the Employee Handbook, the safety policy manuals, quality procedures or any official Company documents. Other duties, as assigned.

HOW TO SUCCEED IN THIS ROLE Resolve scheduling and dispatch challenges quickly, coordinating closely with technicians to balance capacity, skill sets, and customer urgency. Deliver timely, clear status updates, outlining next steps and setting accurate expectations for customers’ mission-critical maintenance and service activities. Maintain precise, real-time records, ensuring every portal, case file, and internal system reflects current schedules, notes, documents, and service details.

Track all open cases continuously, flagging risks early and escalating or adjusting plans to prevent delays and protect customer satisfaction. Strengthen cross-functional alignment, partnering closely with technicians, supervisors, and service leadership to prioritize work, solve resource gaps, and support business goals. ATS provider: Paylocity. Salary: USD.