Service Operations Coordinator

Service Operations Coordinator

At Facility Door Solutions, our mission is simple: to make a meaningful difference for those we serve, stand out in the lives we touch, and operate with integrity and generosity in everything we do.

We are a progressive, full-service commercial door and overhead business based in Lewiston, Maine, with a vibrant, growth-oriented culture. As we expand our operations, we are seeking a Service Operations Coordinator to join our team. This role will play a crucial part in scheduling service work and supporting customer service efforts , helping us achieve optimal scheduling and customer satisfaction goals.

We specialize in inspecting, repairing, and maintaining commercial doors using the latest technology and industry-leading practices, delivering reliable, high-quality solutions tailored to each customer's needs.

The Role

The Service Operations Coordinator plays a central role in our service operation. This is not a traditional dispatcher position. It requires critical thinking, proactive planning, and confident decision-making in a fast-moving environment.

You will triage service requests, anticipate job requirements, coordinate across technicians and trade partners, and manage emergency and after-hours situations, often balancing urgency, logistics, and technician availability in real time.

If you thrive in high-pressure environments, enjoy solving operational puzzles, and can navigate conflict professionally, this role offers impact, autonomy, and growth.

What You'll Do

• Triage and prioritize incoming service calls, including emergency requests
• Assessing job needs proactively, identifying when coordination with electricians, access control partners, lifts, or other resources are required
• Schedule and dispatch technicians based on urgency, skill set, geography, and availability
• Manage after-hours and emergency calls, including requesting technician support when needed and handling pushback professionally
• Anticipate and prevent scheduling breakdowns by identifying risks before they become service failures
• Serve as a primary point of communication between customers, technicians, and internal stakeholders
• Document detailed call notes in the system, including decisions made, commitments, and next steps
• Maintain a calm, organized, and solution-oriented presence in high-pressure situations
• Support customer relationships while setting clear expectations and boundaries

What We're Looking For

• Strong critical thinking and situational judgment
• Proven ability to be proactive, not reactive
• Experience coordinating field service, dispatch, facilities, property management, trades, or similar operations
• Comfortable managing conflict and influencing technicians without formal authority
• Highly organized and detail-oriented, especially with documentation and systems
• Excellent verbal and written communication skills
• Ability to remain composed and decisive during emergencies
• Willingness to participate in after-hours/on-call coverage as needed

Why Join Us?

• Growth Opportunity: Be part of a fast-growing company with a clear path to advancement.

• Impactful Work: Your contributions will directly affect customer satisfaction and revenue growth.

• Innovative Culture: Join a progressive team that values innovation, accountability, and continuous improvement.

• Compensation and Benefits package: Salary range of $65K-$80K, robust benefits and 401K.