Service Coordinator

Service Coordinator

This role is responsible for coordinating and scheduling service technicians for service agreements, emergency calls, and time-and-materials projects while supporting day-to-day service operations. The position manages work orders, spare parts processing, invoicing, and service documentation, while ensuring accurate labor tracking and timely collections. Serving as a primary customer service contact, the role works closely with internal teams, clients, engineers, and contractors to maximize productivity, customer satisfaction, and cash flow efficiency.

• Manages the scheduling of specialists for all service agreements.
• Manages the day-to-day scheduling for emergency and T&M projects.
• Receives, verifies for accuracy, and execute orders received for spare parts.
• Is aware of customer satisfaction issues and coordinates with others as required to ensure this is maximized.
• Works closely with the Collections department and other employees as required insuring timely collections for T&M, service agreements, and service construction.
• Coordinates with the Material Coordinator to ensure employee truck stocks are kept accurate and material used from them and replaced to them is expedited in an accurate and timely fashion
• Communicate with external organizations as required such as consulting engineers, building owners, and other contractors to ensure accurate and timely response.
• Provide support to Bosch Building Technologies and other contractors to solve building operating issues that go beyond the controls or special systems operation.
• Communicate with internal employees as required to ensure that labor is accurate and timely and estimated productivity is achieved in all areas.
• Keep the service management system updated and employ it to achieve maximum productivity.
• Provide support for ongoing service collections, technician scheduling, setting up work orders, and being the front facing customer service representative for both internal and external clients.
• Invoices for spare parts daily and T&M work weekly.
• Other duties as assigned.

• Minimum of a high school diploma.
• 2+ years of experience as a Service Coordinator or in a similar role, preferably in Security and Life Safety/ Fire or related field.
• 2+ years of proficiency in basic computer systems, including but not limited to MS Office Suite (Microsoft Word, PowerPoint, Excel, Teams, Outlook, Dynamics, and SharePoint).
• 2+ years of experience working with project management software.
• 2+ year of experience with external organization communications, high-level internal communications, and strong customer service skills
• Strong verbal and written communication skills, with the ability to convey information clearly and concisely.
• Demonstrated ability to empathize with others' perspectives and creatively resolve issues to achieve positive outcomes and satisfaction for customers and employees.

• 3+ years of experience as a Service Coordinator or in a similar role, preferably in Security and Life Safety/ Fire or related field.
• Experience with service management systems.
• Coins, Service Trade software experience.
• Previous experience in coordinating material orders, scheduling, answering customer requests.
• Reviewing service work orders and submitting to customers for review.
• Familiarity with industry-specific software and tools.
• Experience in Security and Life Safety/ Fire industries.

In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job.

• Must be able to effectively communicate, (ie see, hear, speak and write clearly) in order to communicate with colleagues and/or customers;…