Service Coordinator

Reports To: Manager of Service Coordination

This role will be based in our office in Franklin, TN.

For over 35 years, Ellsworth Systems has been a trusted leader in custom security technology, providing both physical and digital solutions. From vaults and safes to ATMs, video surveillance, and access control, we do more than sell products. We offer custom solutions, dedicated service, and ongoing support. Rooted in Franklin, TN, our commitment to excellence and service has made us a regional leader in security innovation.

Join our team as a Service Coordinator and help deliver responsive, high-quality support to our customers. In this fast-paced role, you will coordinate service requests, support field technicians, communicate with customers, and ensure work orders are handled accurately and efficiently. This is an excellent opportunity for a detail-oriented professional who enjoys problem-solving, multitasking, and working closely with both internal teams and customers.

• Monitor email and phone channels for incoming service requests.
• Create and manage work orders in Salesforce Field Service.
• Assign technicians based on location, skill set, and customer response-time requirements.
• Communicate with technicians to confirm schedules, priorities, and service expectations.
• Keep customers informed by providing service updates and estimated arrival times.
• Review completed work orders for accuracy in labor, materials, and resolution details.
• Send closeout communication to customers and approve billing status based on contract terms.
• Coordinate technician schedules for service calls, special tasks, and project-related work.
• Maintain service tracking spreadsheets and customer documentation.
• Collaborate with customers, technicians, service management, and supply chain teams to support daily service operations.

• 2+ years of experience using Microsoft Office, including Word, Excel, and Outlook.
• Strong computer skills and confidence working with multiple systems.
• Excellent written, verbal, and telephone communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• High attention to detail and accuracy.
• Ability to work well under pressure in a fast-paced environment.
• Previous dispatch, scheduling, or service coordination experience is a plus.
• Experience with data entry is a plus.
• Knowledge of security equipment, ATMs, and/or bank equipment is preferred.
• Flexibility to work overtime and occasional weekends as business needs require.

• Comprehensive Medical, Dental, and Vision Coverage
• Generous PTO Program and 10 Company Holidays
• Retirement Savings Program
• Tax-Savings Account Programs
• Employee Assistance Program
• Company-Paid Life Insurance
• Various Supplemental Insurance Offerings Discounts

The specifications of this Job Description should not be construed to imply that these requirements are the only exclusive standards of the position. The successful candidate will follow other instructions and perform any other duties as may be required by their manager.