Service Operations Coordinator

The Service Operations Coordinator is responsible for driving the daily execution of the Service Department. This role ensures service tickets are accurate, prioritized correctly, scheduled efficiently, and closed profitably. The coordinator acts as the operational hub between customers, technicians, vendors, and the Service Manager to ensure fast response times, high customer satisfaction, and clean documentation that protects revenue and margin. This position is critical to improving service response time, technician utilization, communication quality, and billing accuracy.

Location:
Lewisville, TX

Job Type: Full-Time

Customer Communication

• Serve as the primary contact for inbound service requests
• Gather necessary information to diagnose and route service issues
• Schedule appointments, set expectations, and communicate updates
• Follow up with customers after service to confirm resolution and satisfaction

Service Ticket Management

• Create and maintain accurate service tickets in the system
• Verify warranty eligibility, service history, and labor type
• Ensure documentation, notes, and photos are complete before closing tickets

Scheduling & Technician Coordination

• Manage technician schedules and prioritize urgent service calls
• Coordinate appointment logistics, site access, and job scope details
• Work with the Service Manager to confirm parts availability when needed

Preventative Maintenance

• Track preventative maintenance contracts and due dates
• Schedule PM visits and ensure services are documented and invoiced properly

  Issue Resolution

  • Address customer concerns and collaborate with technicians to resolve issues
  • Escalate recurring or complex problems to the Service Manager

  Operational Support

  • Monitor open service tickets and maintain accurate service dashboards
  • Ensure documentation is complete to support timely invoicing
  • Identify opportunities to improve service workflows and efficiency
  Qualifications
  • 3+ years experience in dispatching, service coordination, or operations support
  • Strong proficiency in Microsoft Outlook and service management software
  • High attention to detail and documentation discipline
  • Ability to prioritize under pressure
  • Strong communication skills with both customers and technical staff
  • Experience with storage systems or industrial equipment preferred
  • Familiarity with Spacesaver or Kardex products is a plus
  Benefits
  • PTO
  • Holiday Pay
  • 401K
  • 100% Paid Medical, Dental, and Vision Insurance for employees
  • Employee Stock Ownership Program (ESOP)
  • Parental Leave Program
  • Life Insurance
  • Disability Insurance
  • Tuition reimbursement
  • Referral bonus program
  • Charity Matching Program

  Southwest Solutions Group is an equal‑opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce.