Service Coordinator

Service Coordinator

Location: Buffalo, NY

Employment Type: Direct Hire

Industry: Machine Manufacturing

Compensation: $28.00 - $32.00 /hr. DOE

Schedule: 40 hrs/Week. 8 am to 5 pm (Mon-Fri)

About the Opportunity:

• The Service Coordinator is the operational hub of the Tech Service Department, the first point of contact for customers calling in with a service need, and the person who keeps every open service ticket, quote, part, and technician trip moving.
• Working in Syteline, the Service Coordinator opens and manages Service Repair Orders from intake through quoting, parts, billing, and close-out, and coordinates technician travel and scheduling for field service work.
• The role reports to the Technical Service Manager and works closely with the Installation Coordinator, phone support technicians, and field service technicians.

• Supportive, team-driven culture that values collaboration, transparency, and accountability.
• Opportunity to grow your career with a global workforce solutions leader serving multiple industries.
• People-first environment that encourages employees to bring their authentic selves to work.
• Strong focus on partnership, innovation, and delivering meaningful results for clients and candidates.

This role offers the opportunity to join a company that prioritizes both people and performance-where your contributions directly impact client success while providing you with room to grow and develop professionally.

Acara is a premier recruiting and workforce solutions provider- we help companies compete for talent. With experience across industries worldwide, we partner with clients, listen to their needs, and design talent solutions that deliver the business outcomes they want. We draw on decades of experience to provide contingent staffing, direct placement, executive search, and workforce services worldwide.

• Serve as a primary intake point for incoming service calls, logging every request as a Service Repair Order (SRO) in Syteline so no issue starts without a record.
• Cover phone intake alongside the Installation Coordinator during peak call volume or absence, so customers always reach a live person.
• Follow up on all customer service correspondence - phone and email - to ensure every customer inquiry is addressed and closed out.
• Gather customer care information from completed service visits and route it to the appropriate follow-up contact.
• Quote service needs for existing customers - belt installations, machine moves, on-site repairs, and preventative maintenance visits.
• Price parts and consumables through Syteline's Item Pricing workflow, using current pricing.
• Process warranty (FOC) parts replacements, charge/credit troubleshooting SROs, and RMAs for returned parts, following standard restocking and return-window terms.
• Open and manage In-House Repair SROs, documenting repairs and issuing Service Order Estimates.
• Sell preventative maintenance (PM) kits proactively when quoting service visits.
• Document service visit labor and travel time for billing, and manage the installation billing process - invoicing through Doc-Trak and following up on reopened SROs for return trips.
• Generate software keys for machine controls upon request, confirming account standing before issuing.
• Ensure parts are ordered and delivered before a technician arrives on-site.
• Manage daily parts orders generated by the service team.
• Book and confirm technician travel - flights, rental cars, and hotels - for field service and installation trips.
• Keep the tech schedule and job board current with job status, follow-ups, and open items.
• Ensure technicians are logging field notes and job data into the tech database.
• Handle service billing and technician expense reports promptly and accurately.
• Manage day-to-day communication and administrative work for the service team.
• Support the Technical Service Manager in growing service revenue and improving department processes.

• Associate Degree.
• 1+ years of customer service, inside sales, or order-processing experience.
• 1+ years of experience with an ERP or CRM system.
• 5+ years…