Service Coordinator - Service & Parts

GENERAL FUNCTION

The Service Coordinator – Service & Parts is responsible for coordinating the end-to-end flow of service work orders, including field and depot service activities, while also managing service parts coordination and inventory support. This role serves as a critical liaison between customers, sales, sales operations, service technicians, depot teams, vendors, and internal partners to ensure timely service delivery, accurate parts fulfillment, and a high level of customer satisfaction.

• Coordinate and organize the daily flow of service work orders for field and depot service teams.
• Assign, prioritize, and track service activities to ensure timely completion and effective resource utilization.
• Serve as the primary point of contact for service-related inquiries from customers, sales, sales operations, and service teams.
• Monitor service progress to ensure customer satisfaction, service quality, and proper invoicing.
• Act as an escalation point for scheduling, service execution, or customer concerns, resolving issues professionally and efficiently.

• Communicate clearly and proactively with customers regarding service status, scheduling, quotes, approvals, and issue resolution.
• Create service quotes and coordinate customer approvals in alignment with service and pricing guidelines.
• Process RMAs and coordinate customer returns into the service depot.
• Respond to inquiries via phone and email in a timely, professional manner, consistently delivering exceptional customer service.

• Coordinate parts availability to support service repairs and customer orders, ensuring minimal service disruption.
• Process, track, and document parts orders, usage, and returns within the ERP and service systems.
• Support inventory accuracy through coordination with parts teams, vendors, and logistics partners.

• Work closely with Field Service, Depot Service, Sales, Sales Operations, Customer Service, and Vendors to ensure seamless service execution.
• Ensure compliance with internal service, inventory, and documentation standards.

• Strong organizational and administrative skills with the ability to manage multiple priorities simultaneously.
• Excellent attention to detail and commitment to accuracy in service documentation and order processing.
• Effective written and verbal communication skills for interacting with customers and internal teams.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and comfort using ERP, service, or inventory management systems.

• Experience supporting field service, depot service, or technical service operations.
• Experience in the ophthalmic, optical, medical device, or related technical service industry.

Pay Range: 18.42 - 24.26

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first‑class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

Essilor Luxottica complies with all applicable laws related to the application and hiring process. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.

Native Americans in the US receive preference in accordance with Tribal Law.