Service Operations Coordinator

Thermal Works has an exciting opportunity for someone passionate about sustainability and eager to be part of an innovative company that’s on a journey to transform the world’s infrastructure. We are seeking a highly organized and technically inclined Service Operations Coordinator to support our Service Delivery Manager and Service Now program. This role serves as the primary coordination point between customers, technicians, and service management.

The successful candidate will be responsible for dispatching service requests, coordinating technician activities, tracking work progress, maintaining accurate records, and ensuring exceptional service delivery.

The ideal candidate will possess a strong technical aptitude, excellent communication skills, and the ability to quickly learn and utilize Service Now. This position requires someone who can build strong working relationships with field technicians while maintaining a customer-focused mindset and ensuring operational efficiency.

Include but are not limited to:

• Dispatch and coordinate service requests to technicians based on priority, skillset, location, and availability.
• Monitor work queues and service ticket assignments to ensure timely response and resolution.
• Schedule, reschedule, and prioritize service activities to meet customer expectations and service-level agreements (SLAs).
• Track technician progress throughout the service lifecycle and proactively address scheduling conflicts or delays.

• Create, update, monitor, and close service tickets within Service Now and other service management tools.
• Ensure ticket information is accurate, complete, and properly documented.
• Monitor ticket aging, escalations, and backlog management activities.
• Support continual process improvement initiatives within the Service Now platform.

• Serve as the primary point of contact for technicians requiring scheduling and dispatching.
• Build strong professional relationships with field technicians and support teams.
• Help technicians navigate service processes, procedures, and system requirements.
• Collaborate with technicians to ensure work is completed efficiently and accurately documented.
• Coordinate with technicians across Europe as needed, including setting up and managing work orders and providing support for incoming Service Now requests and opportunities.

• Generate and maintain service reports and operational metrics.
• Assist with workload balancing and resource planning.
• Identify opportunities to improve workflow efficiency and service delivery processes.

• High school diploma or equivalent required; associate's degree or technical training preferred.
• Minimum 2 years of experience in dispatching, service coordination, technical support, help desk operations, field service, or a related role.
• Strong computer skills and the ability to quickly learn new software platforms.
• Experience working with ticketing systems, work order management systems, or service management tools.
• Excellent organizational and multitasking abilities.
• Strong verbal and written communication skills.
• Ability to prioritize competing tasks in a fast-paced environment.
• Proven ability to work independently and as part of a team.

• Experience with Service Now or similar IT Service Management (ITSM) platforms.
• Experience with Air-Cooled Chiller, Air Handlers, and closed looped systems is preferred.
• Background supporting technical field service teams, data center operations, facilities maintenance, IT support, or related technical environments.
• Understanding of service delivery processes, incident management, and work order management.
• Experience monitoring service metrics and performance reporting.

• Technically curious and eager to learn new systems and processes.
• Comfortable working with both technical and non-technical personnel.
• Skilled at building rapport and maintaining positive relationships with technicians.
• Calm under pressure and capable of managing multiple priorities simultaneously.
• Detail-oriented with strong follow-through.
• Dependable, proactive, and customer focused.
• A problem solver who can think critically and adapt to changing priorities.

• Efficient coordination and dispatching of technician resources.
• Accurate and timely management of Service Now tickets.
• Strong relationships with…