Service Coordinator

Service Coordinator

Lincoln, NE

Service Coordinator

Department:
Operations

Reports To:

Service Manager

Location:

Lincoln, NE Pay Range: $25 - $28 per hour FLSA Status:
Non-Exempt

The Service Coordinator is responsible for expediting service calls and orders from customers, scheduling and dispatching technicians, ordering equipment, equipment repairs and other administrative duties. The Service Coordinator is part of a team that is responsible for providing a positive customer experience to our ECC customers.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer/respond to incoming phone calls and emails in a timely fashion
• First line of communication with the customers answering questions, checking on orders, handling inquiries, concerns of services rendered and invoice preparation
• Submit purchase requests for equipment, process material returns and material repairs
• Monitor upcoming inspections, incoming parts, etc. to dispatch and schedule current/future events for service technicians accordingly on Outlook calendars
• Maintain and process Q360 helpdesk tickets through the Service workflow daily
• Manages the planning and scheduling of technicians to service calls
• Relay work orders, messages, or status information to or from technicians or customers
• Promotes Electronic Contracting Company Support Agreements (Complete Care)

• Operates as the immediate representative or "voice" of the Company when interacting with Customers.
• Develops a relationship with the Customer's key decision maker in Service and Support.
• Presents self in a professional manner and positively represents the company image.
• Cultivates positive working relationships within and across departments.
• Engages in behaviors that foster a healthy work environment and company culture.
• Adheres to company-issued policies, procedures, core values, behavioral or other standards as prescribed by ECC.

• Serve as the primary point of contact for partners, ensuring clear and timely communication regarding system updates, changes, and requirements.
• Relay all system-related changes and updates to partners through email, phone, and in-person interactions.
• Coordinate with internal teams and external partners to ensure accurate implementation of system modifications.
• Conduct contract reviews to ensure compliance with organizational policies, contractual obligations, and operational requirements.
• Collaborate with stakeholders to identify, review, and communicate contract amendments, renewals, and changes impacting partner relationships.

• Work closely with the Purchasing Department to identify, source, and procure new materials required to support operational and customer needs.
• Partner with Purchasing to research and locate alternative materials when existing products are unavailable, backordered, or discontinued.
• Coordinate the evaluation and replacement of discontinued materials, ensuring suitable substitutes meet quality, cost, and operational requirements.
• Facilitate communication between suppliers, purchasing personnel, and internal stakeholders to ensure material availability and continuity of operations.

• Maintain accurate records of partner communications, contract documentation, material changes, and system-related updates.
• Foster strong partner relationships by providing responsive support and effectively addressing inquiries, concerns, and service issues.
• Monitor and follow up on action items to ensure contractual commitments, material sourcing initiatives, and system changes are implemented successfully and within established timelines.

• Must thrive in a fast-paced environment and effectively handle stressful situations and maintain calm composure
• Ability to read, understand, and act upon a written scope of work or work narrative
• Proficiency of programs such as MS Word, Excel and Outlook
• Capable of working independently, without direct supervision or guidance, as well as in a team environment
• Must be solution-focused, forward-thinking and organized
• Ability to work overtime as required by the job
• Strong organizational skills and attention to detail
• Ability to effectively multi-task

• High school diploma or higher
• 2+ years in a customer-facing, customer service role with progressive administrative and general office experience
• Experience dealing with manufacturers and vendors in some capacity

• Associate degree or higher
• Experience supporting project management, construction operations, or logistics functions.
• Experience working with inventory management or ERP systems.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Such requests should be…