Service Coordinator

Job Summary

Build and manage technician schedules to ensure appointment availability and adherence to service level agreements, coordinating with leadership, updating field information, and communicating directly with customers as necessary.

• Coordinating and administering field technician schedules to build and manage quota in accordance with management directives and SLAs.
• Supporting the daily planning and entry of labor quotas to fulfil work order volumes for internal and partner technicians.
• Utilizing workforce management systems to construct and oversee technician quotas effectively.
• Ensuring reallocation and assignment of field technicians across different management areas as required.
• Managing work order volumes and adjusting quotas to reduce customer appointment scheduling delays.
• Collaborating with field leadership to manage technician scheduling, aiming to meet service objectives and adhere to policy guidelines.
• Developing and distributing reports to support leadership in achieving business objectives.
• Leveraging ticketing systems for communication, documenting progress, and ensuring quality‑aligned escalation management.
• Maximizing the use of company technology and support tools in line with business processes.
• Assisting field leadership with staffing plans and shift bids to optimize field operations.
• Maintaining regular, consistent, and punctual attendance; able to work nights, weekends, and variable schedule with overtime as necessary.
• Performing other duties and responsibilities as assigned.

• High School Diploma or GED required.
• 2-5 years of relevant work experience.
• Strong communication, customer experience, scheduling, and service level management skills.
• Proficiency in workforce management and ticketing systems.

High School Diploma / GED (Required). Certifications (if applicable) – relevant to scheduling and workforce management.

We are an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.