Service Coordinator

New Era Technology offers:   

· Full Benefits

· Medical

· Dental

· Vision

· 401K match

· 28 PTO Days including company holidays

****This position is not eligible for visa sponsorship. Candidates must be legally authorized to work in the United States without current or future employer sponsorship.

SUMMARY: The Service Coordinator is responsible for coordinating and managing field service work orders from initial request through completion, ensuring timely service delivery, accurate documentation, and effective communication with customers, technicians, and internal teams.

This role operates in a fast-paced, high-volume, 24/7 service environment, supporting both routine and emergency service requests. The position requires strong organizational skills, adaptability, sound judgment, and the ability to independently manage competing priorities while collaborating closely with team members.

Service Coordinators must be dependable, self-motivated, and comfortable working during shifts when direct leadership support may be limited.

This position requires a reliable internet connection and a dedicated workspace in a quiet environment suitable for focused work.

PRIMARY DUTIES & RESPONSIBILITIES:    

WORK ORDER MANAGEMENT & SCHEDULING

• Receive, review, and prioritize incoming service requests based on customer requirements, service level agreements (SLAs), and urgency.
• Source qualified field technicians and vendors based on technical requirements, availability, location, and cost considerations.
• Confirm technician qualifications, availability, rates, and necessary equipment or tools prior to scheduling.
• Communicate work order details, expectations, and scheduling requirements to assigned resources.

DISPATCH MONITORING & SERVICE COORDINATION

• Manage work orders throughout the service lifecycle, including scheduling, technician arrival, onsite progress, and completion.
• Monitor service commitments and proactively address potential delays, scheduling conflicts, or resource challenges.
• Coordinate with technicians, customers, and internal support teams to resolve service-related issues.
• Adapt quickly to changing priorities, emergency requests, and unexpected service challenges.
• Recognize situations requiring escalation and communicate concerns to the appropriate parties.

COMMUNICATION & COLLABORATION

• Maintain proactive, professional communication with customers, technicians, vendors, and internal teams.
• Provide timely updates regarding service schedules, progress, delays, and completion.
• Collaborate with fellow coordinators to balance workloads, share responsibilities, and maintain service continuity.
• Ensure clear communication and accurate handoffs of outstanding work between shifts.

QUALITY, DOCUMENTATION & PERFORMANCE

• Maintain accurate and timely work order documentation, including service updates, technician arrival/departure times, and completion details.
• Review technician deliverables, work order details, and associated charges for accuracy and compliance.
• Follow established operational procedures, quality standards, customer requirements, and company policies.
• Meet established performance expectations, service level commitments, and quality objectives.
• Independently manage workload, demonstrate accountability, and proactively address issues with limited supervision.
• Identify and communicate recurring issues or opportunities for process improvement.

COMPETENCIES & KEY SKILLS

• Customer Service: Strong customer-focused approach with the ability to manage expectations and handle challenging situations professionally.
• Communication: Excellent written and verbal communication skills with internal and external stakeholders.
• Organization & Time Management: Ability to manage multiple work orders, competing priorities, and time-sensitive requests efficiently.
• Independent Judgment & Accountability: Self-motivated with the ability to make informed decisions, take initiative, and work effectively with limited supervision.
• Problem-Solving & Adaptability: Ability to assess information, identify solutions, and respond effectively to unexpected challenges.
• Teamwork & Collaboration: Ability to work effectively in a highly collaborative environment where responsibilities and workloads are shared.
• Attention to Detail: Strong focus on accuracy, documentation, and adherence to established processes.
• Technical Proficiency: Working knowledge of Microsoft 365 applications and the ability to learn and navigate multiple software systems.
• Related Experience: One or more years of experience in dispatch, service coordination, scheduling, customer support, or a related field preferred. Direct industry experience is beneficial but not required.

WORK ENVIRONMENT & SCHEDULE

• Operates within a 24/7 service environment, with assigned schedules potentially including evenings, weekends, and holidays.
• Requires dependable attendance, responsiveness, and the ability to maintain productivity during assigned shifts.
• Must be comfortable working independently during periods of limited leadership availability while appropriately escalating concerns.

EDUCATION & EXPERIENCE REQUIRED:  

• High School diploma or equivalent
• At least one year of previous customer service experience required

PHYSICAL DEMANDS:

• Requires regular use of hands and fingers to operate a computer keyboard, mouse and other standard office equipment
• Ability to listen, comprehend, and respond to spoken communication in both in-person and remote setting (e.g., phone calls, video conferencing).
• Ability to view and read information on a computer screen for extended periods, including the capacity to adjust focus as needed to process information effectively.

EXPECTED HOURS OF WORK : Full-Time, 40 hours per week, Wednesday–Sunday, 5:00 AM–2:00 PM Central Time

TRAVEL: None

LANGUAGE SKILLS: English

QUALIFICATIONS:   To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. 

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.