Service Coordinator

Service Coordinator

The Service Coordinator is the primary administrative owner of equipment service requests for Equator's wholesale partners and company cafes. This position receives and documents requests, conducts initial remote troubleshooting within established guidelines, dispatches internal technicians or third-party service partners, tracks each case through resolution, and completes the related service billing and records. The Service Coordinator works closely with Account Managers, Sales, Customer Service, field technicians, third-party vendors, Retail Operations, and Accounting to provide timely, professional support and reliable follow-through.

Success in this role requires excellent phone and written communication, sound judgment, strong organization, accurate system documentation, comfort working across multiple software platforms, and consistent availability during the assigned Wednesday-through-Sunday schedule.

Essential Responsibilities:

• Monitor and respond to the shared service email inbox, business phone line, voicemails, case queue, and other designated service channels throughout the scheduled workday.
• Answer service calls and communicate with wholesale partners, cafe teams, vendors, and internal stakeholders in a timely, calm, professional, and solutions-oriented manner.
• Gather complete intake information, including account and location, contact information, equipment type and identifying details, symptoms or error codes, business impact, urgency, relevant photos or video, and troubleshooting already attempted.
• Conduct initial remote troubleshooting within established procedures; escalate issues that require technical expertise, management approval, or immediate field response.
• Set realistic expectations and provide proactive status updates until the issue is resolved or formally handed off.
• Create a complete case or service record for every request in the designated CRM, ERP, and/or ticketing system on the day it is received.
• Review account service terms, equipment history, warranty status, service coverage, and approved routing information before dispatching when available and applicable.
• Dispatch requests to the appropriate internal technician or approved third-party service vendor and confirm receipt, ownership, scheduling, and the next action.
• Maintain accurate case status, notes, contacts, commitments, technician updates, parts needs, appointments, and follow-up dates so the record reflects the current state of the work.
• Follow up consistently with technicians, vendors, Account Managers, cafe teams, and customers to prevent open requests from stalling or being lost between teams.
• Escalate urgent, unresolved, repeat, safety-related, or high-impact issues promptly to the appropriate Account Manager and Wholesale leader.
• Confirm resolution with the customer or internal stakeholder, capture final technician notes and vendor documentation, and close the case only after the record is complete.
• Complete service billing for technician time, travel, parts, and third-party work accurately and within established timelines.
• Review supporting documentation and coordinate with Accounting, Account Managers, technicians, and vendors to resolve missing information, discrepancies, credits, warranties, or billing questions.
• Coordinate approved equipment purchases, submitting PO's to manufacturers and track shipping timelines, needs to expedite, and communication with internal and third party teams receiving equipment prior to installation.
• Coordinate parts purchases, returns, and warranty claims; maintain accurate equipment cost, specification, and status records.
• Maintain service, equipment, and customer records in the designated systems as the source of truth.
• Develop, maintain, and…