Service Coordinator

The Story Engineers design and deliver live experiences that move people – in museums and heritage sites, brand worlds and entertainment venues, major events and mixed-use destinations.

The work varies. Permanent gallery installations designed to run for a decade. Touring exhibitions that tell the same story in a different city every few months. Premium activations built for a brand’s highest-visibility moments. The common thread: every experience has a story to tell and a space to tell it in. The story has to land on opening night and still feel right years later.

Story Engineering is how we approach this. It’s what closes the gap between what a creative team imagines and what an audience actually experiences. A discipline built around the story, not the specification.

Enabling Big Ideas.

Service at The Story Engineers is where client relationships are built for the long term. Once a project completes and a client moves onto an SLA, the Service Coordinator becomes the consistent, trusted presence that makes the relationship work – responsive to problems, on top of commitments, anticipating and looking ahead to what each account needs next.

Each Service Coordinator owns a defined portfolio of client accounts. That means knowing the history, keeping track of what’s been agreed, coordinating maintenance against the schedule set out in each SLA, and making sure the client always feels looked after. It also means keeping an eye on commercial opportunity – renewals, upgrades, extended agreements, and additional work that can grow from a well-managed relationship.

This is a coordinator role, not a technical one. The job is to make sure the right things happen at the right time, that the right people are involved when they need to be, and that the client is never left wondering what’s going on.

Account Ownership

• Owns a defined portfolio of SLA client accounts, acting as the primary point of contact across all areas of service delivery for those accounts.
• Builds and maintains strong client relationships through consistent, reliable communication – ensuring clients always feel supported and that someone is genuinely across their account.
• Maintains a comprehensive knowledge base for each assigned account: system documentation, drawings, service history, maintenance records, and key contacts.
• Onboards new clients into The Story Engineers’ service systems and documentation standards, ensuring accurate information is captured from the outset and that the transition from Project Delivery into Service is smooth.

Service Ticket Management

• Acts as first point of contact for incoming service tickets during office hours, working through a consistent four-stage process:
  • Gather – collects all relevant information from the client: what happened, when, what the system was doing, what has already been tried.
  • Traffic – determines who should own the next step. Some issues are resolvable at coordinator level; others go immediately to the Senior Service Technician; more complex faults are escalated to the Technical Service Manager or wider technical network as appropriate.
  • Triage – supports the resolution process, maintaining visibility of progress and keeping the client updated throughout. Where trained to do so, uses remote monitoring tools to check system dashboards, identify faults at a basic level, and carry out simple first steps such as a controlled reboot – reducing unnecessary site visits.
  • Report back – receives a full account of what was found and what was done, and communicates this to the client clearly and professionally, in a way that builds confidence and continues to develop the relationship.
• Owns each ticket through its lifecycle, ensuring nothing is dropped or left without a status.
• Checks and follows up issues raised via Out of Hours services for assigned accounts, ensuring they are picked up and progressed through the standard process.
• Following RMA processes for equipment in need of repair under manufacturer warranty.
• Managing, quoting, and coordinating repairs or replacement Non-SLA work as a result of client support requests.

Maintenance Coordination

• Each SLA includes an agreed maintenance…