Service Delivery Coordinator

Your Impact

The Service Delivery Coordinator serves as a key liaison between customers, internal teams, and business development partners. This individual ensures post‑sale excellence by driving customer satisfaction, service coordination, and strategic process oversight. This role bridges the gap between customer needs and company goals—managing both day‑to‑day customer operations and broader success initiatives, while contributing to continuous improvement in the customer experience lifecycle.

• Customer Relationship Management:
  • Serve as the main point of contact for assigned accounts, handling all post‑sale support and service needs.
  • Lead customer onboarding activities including kick‑off meetings, site and equipment creation, and work order set‑up.
  • Manage incoming customer requests, coordinate field‑service response, and maintain regular communication with Field Operations.
  • Proactively follow up on work orders, ensuring any remedial actions are completed and reports are submitted to customers.
• Contracts & Work Order Setup:
  • Collaborate with BDRs, BDMs, and Sales Reps to process customer contracts, ensuring accuracy and integrity of data and terms of service.
  • Receive and review incoming work requests and customer purchase orders (POs).
  • Set up work orders (WOs) accurately in the system, ensuring all required information is present and all company standards are met.
  • Coordinate with internal teams to resolve any intake discrepancies or missing information.
• Operational Oversight:
  • Address and resolve field action items such as contract updates, site or equipment data corrections, and service escalations.
  • Collaborate with Finance to resolve billing issues and monitor accounts receivable health.
  • Help with any site access issues and works hand in hand with Regional Schedulers.
  • Prepare work order close‑out packages/Field Service Reports and send them to customers.
  • Update customer portals with scheduling and close‑out information.
  • Work with National Closeout Teams to ensure proper and timely completion of WO and report delivery.
  • Audit open work orders to ensure data consistency between customer portals and Pearce systems.
  • Review REP (Repair Evaluation Process) tickets submitted by field technicians for additional asset issues discovered during unrelated site visits.
  • Validate ticket details, confirm scope, and route for appropriate follow‑up action or customer approval as needed.
• Customer Success Leadership:
  • Lead customer success initiatives by defining KPIs, metrics, and reporting strategies that track department performance and customer health.
  • Support recruitment, training, and performance management of the Service Delivery team.

Specific duties may vary or evolve over time based on business and client needs.

• Bachelor's degree or Associate degree preferred (equivalent work experience in project management or customer service will be considered).
• 3–5 years in customer service, project management, or customer success.
• Experience in high‑demand, fast‑paced service environments.
• Strong communication skills—written and verbal.
• Ability to prioritize, multitask, and manage competing deadlines.
• Proficient in MS Office; experience with Net Suite, Salesforce or similar CRM/ERP systems is a plus.
• Detail‑oriented, analytical, and collaborative mindset with strong customer orientation.
• Self‑motivated and able to work effectively with cross‑functional teams.

At Pearce safety is our number one concern. Candidates must be able to comply with FCC/FAA/EPA/OSHA Standard.

• On‑site position
  . Candidates must report to the Lake Mary, Florida office daily and reside in the Lake Mary, Florida area.

$23.00–$30.00 hourly/DOE

At Pearce, we are committed to fair and transparent pay practices. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and location. In addition to wages, employees may be eligible for performance and referral bonuses, production incentives, tool/equipment and fuel stipends, company vehicle, per diem or other applicable compensation. We also offer all full‑time employees a comprehensive benefits…