Service Operations Project & Network Coordinator

The Service Operations Project & Network Coordinator is responsible for end-to-end project management of consultative and complex equipment installations across the Coats direct service technician network and third-party independent installer network in the US. This role serves as the central coordination hub among customers, factory operations, field technicians, and internal stakeholders — ensuring installations and repairs are executed on time, on budget, and to the highest standard of customer satisfaction.

The coordinator also plays a key role in growing and managing the national third-party installer network, maintaining dispatch system integrity, and supporting broader service network performance.

• Vehicle lifts
• Air compressors
• Wheel alignment systems
• Digital Vehicle Inspection (DVI) systems

• Own the installation lifecycle from order acknowledgement through final customer satisfaction follow-up.
• Coordinate with internal and external factory partners to confirm equipment availability, production timelines, and delivery scheduling.
• Schedule and coordinate pre-installation site inspection appointments between the Coats service technician or third-party installer and the end customer (repair facility).
• Enter work orders for pre-installation site inspections within the dispatch system to capture pertinent installation parameters and quote inputs.
• Develop accurate customer installation quotes based on site inspection findings; submit for internal approval and secure customer sign-off.
• Input and manage installation work orders in the dispatch system upon customer approval.
• Coordinate equipment delivery logistics with the assigned installer to ensure readiness on the scheduled installation date.
• Invoice customers upon installation completion; reconcile any billing discrepancies.
• Conduct post-installation follow-up with end customers (repair facilities) to confirm satisfaction and address any outstanding concerns.

• Actively monitor open installation and repair statuses; intervene proactively to resolve delays and expedite service timelines.
• Maintain consistent, transparent communication with end customers throughout the installation process, providing timely status updates.
• Identify, elevate and resolve installation-related issues and customer concerns as they arise.

• Build and cultivate productive working relationships with existing and prospective third-party independent installers in support of the Equipment Business Development Executive and the build-out of a national installer network.
• Manage and enforce contract and service agreements with third-party installers, ensuring compliance with Coats standards, quality expectations, and service-level commitments.
• Administer warranty claims for outside-supplied products; work directly with vendors to process labor and parts warranty credits accurately and efficiently.
• Evaluate installer performance and provide feedback to support continuous improvement and network quality standards.
• Identify geographic coverage gaps in the installer network and support targeted recruitment of qualified independents to fill those gaps.
• Maintain an up-to-date directory of network installers, including certifications, coverage areas, and service capabilities.

• Provide technical and administrative support to both the third-party independent installer network and the direct Coats Service Technician Network.
• Create, track, and close Customer Support Requests (CSRs); ensure timely resolution and accurate documentation.
• Collaborate with the Technical Support & Training Manager to update and maintain service and parts manuals, ensuring accuracy and currency.
• Track and report service network performance metrics for the national Coats Service Network on a regular cadence.
• Monitor and report service performance for customer-specific accounts, identifying trends and escalation opportunities.
• Work cross-functionally with the engineering team to develop and distribute Technical Support Bulletins (TSBs) covering equipment changes, service instructions, and part number updates to field service teams.
• Support the Technical Support & Training Manager with administrative coordination of training classes, including travel arrangements, meal logistics, materials preparation, and attendee communication.
• Assist in onboarding new field technicians and third-party installers by coordinating access to training, documentation, and dispatch systems.

• Maintain and update Coats Care rate tables within the dispatch system to ensure accurate billing and work order processing.
• Maintain warranty rate tables for all product lines including lifts, compressors, alignment systems, and digital vehicle inspection equipment.
• Audit dispatch system data periodically for accuracy;…