Service Coordinator

Salary Range: $24.00 To $26.00 Hourly

Northeast Dock & Door, a Division of Thompson & Johnson Equipment

Since 1954, Thompson & Johnson Equipment has built its reputation by investing in our employees, supporting our customers, and Delivering Our Promise every day.

As a family owned company, we believe our employees are our greatest asset. We are committed to providing a workplace where people are respected, supported, encouraged to grow, and given opportunities to build rewarding careers.

Northeast Dock & Door (NEDD) is a division of Thompson & Johnson Equipment specializing in dock and door equipment, products, service, and solutions for commercial and industrial customers.

As NEDD continues to grow, we're looking for a Service Coordinator to help coordinate and support our field service operation.

This position goes well beyond traditional dispatching.

As our Service Coordinator, you'll help keep the entire service process moving—from planning and scheduling field technicians to monitoring work in progress, communicating with customers, coordinating parts and job requirements, and following work through completion.

You'll be a central point of communication among our customers, Installers/Technicians, Parts, Sales, and Operations, helping make sure everyone has the information they need and potential issues are addressed before they affect the customer.

• Schedule and coordinate field service Installers/Technicians for breakdowns, preventive maintenance, repairs, installations, and other customer work.
• Pre-plan upcoming service work and PMs to help ensure jobs are properly prepared.
• Prioritize and adjust schedules based on customer needs, urgency, technician availability, geography, parts availability, and changing priorities.
• Coordinate larger installation schedules and projects with Operations and field employees.
• Monitor Work in Progress and follow up on open work orders and outstanding documentation.
• Review work orders for completeness and accuracy, including labor, parts, service notes, and other required information.
• Monitor technician time records related to service work and follow up on missing or incomplete information.
• Communicate with customers regarding appointments, scheduling changes, job status, service results, and follow up.
• Build and maintain positive customer relationships by keeping customers informed throughout the service process.
• Coordinate with Parts, Sales, Operations, suppliers, and field employees to help ensure jobs are properly prepared.
• Track parts and other information that may affect scheduling or completion of customer work.
• Assist with repair quotes, customer approvals, purchase order information, and service documentation.
• Maintain accurate customer, work order, and service information in Company systems.
• Identify and help resolve scheduling, parts, documentation, or service issues before they become larger problems.
• Serve as the primary contact for after hours emergency service calls, including nights and weekends, coordinating technician response and customer communication. The Operations Manager provides coverage during approved absences.
• Provide administrative and coordination support throughout Northeast Dock & Door as needed.

We're looking for someone who is organized, dependable, comfortable working with both customers and field employees, and able to keep multiple moving pieces on track.

• Previous experience scheduling and coordinating field service technicians in overhead door and loading dock service or another building trade is strongly preferred
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• Experience in construction, industrial service, material handling, or another field service environment is a plus.
• Strong organizational, planning, and follow through skills.
• Strong customer service and communication skills.
• Confidence communicating with customers and field employees by phone, email, and in person.
• Ability to manage multiple priorities, interruptions, and changing schedules in a fast paced environment.
• Strong attention to detail and accuracy.
• Good problem solving skills and the ability to recognize issues before they affect the customer.
• Strong computer skills, including Microsoft Office, and the ability to learn and effectively use work order and service management software.
• Ability to work effectively with different personalities and communication…