Service Coordinator

• Location 430 West King St,Abbottstown, PA, 17301,United States
• Job Category Scheduling/Dispatch, Communication, Administrative Support
• Industry Public Safety, Retail
• Employee Type Non-Exempt
• Required Degree High school
• Manage Others No

• Name John Larock
• Phone

Position Summary

The Service Coordinator is responsible for coordinating and optimizing the daily schedules of Service Technicians throughout the service territory. This position serves as the primary link between customers, technicians, and the Service Manager to ensure service calls, preventative maintenance, inspections, emergency repairs, and warranty work are scheduled efficiently and completed on time.

The Service Coordinator maximizes technician utilization, minimizes travel time, balances workloads, and delivers a high level of customer service through proactive communication and effective schedule management.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

Scheduling & Dispatch Operations

• Schedule service technicians for inspections, repairs, preventative maintenance, installations, and emergency service requests.
• Coordinate technician assignments based on skill level, certifications, geographic location, workload, and customer needs.
• Optimize daily and weekly schedules to maximize billable productivity and reduce travel time.
• Monitor technician availability, vacation schedules, training schedules, and call-offs to ensure adequate coverage.
• Adjust schedules throughout the day to accommodate emergencies, delays, customer requests, and other operational changes.
• Maintain accurate scheduling information within company software systems.

Customer Communication

• Serve as the primary point of contact for customers regarding service scheduling.
• Confirm appointments and communicate arrival windows to customers.
• Notify customers of scheduling changes, delays, and service updates.
• Respond promptly to customer inquiries and coordinate service-related follow-up.
• Maintain a professional and customer-focused approach in all communications.

Service Coordination

• Work closely with the Service Manager to prioritize service requests and allocate resources effectively.
• Coordinate parts availability and technician readiness prior to scheduled work.
• Support technicians by providing work order information, customer requirements, and scheduling updates.
• Ensure service appointments are properly documented and communicated.
• Assist in monitoring service backlog and scheduling timelines.

Administrative Support

• Create and maintain service work orders.
• Update customer records and service histories.
• Generate reports relating to technician utilization, open service requests, backlog, and scheduling metrics.
• Maintain accurate documentation and records within company systems.
• Assist with other administrative service department functions as required.
• Identify opportunities to improve scheduling efficiency, technician utilization, and customer response times.
• Recommend process improvements that enhance operational performance and customer satisfaction.
• Support departmental initiatives to improve productivity and service delivery.

Additional

• Complies with all Witmer Public Safety Group Policies and Procedures.
  
  Performs any other duties or projects assigned by the management team.

Minimum Qualifications (Knowledge, Skills, and Abilities)

Education & Experience

• Associate degree in Business Administration, Operations, Logistics, or related field preferred; or
• Minimum of three years of scheduling, dispatching, service coordination, customer service, or related experience; or
• Equivalent combination of education and experience.

Knowledge, Skills & Abilities

• Strong organizational and time management skills.
• Abi…