Service Operations Coordinator

About Us

At Theo, we service the high-performance fiber laser solutions built by Maxphotonics and backed by over 20 years of innovation and a global team of experts. We ensure consistent performance and responsive support at every stage of our customers’ production journey.

We are seeking a detail-oriented and proactive
Service Operations Coordinator to support our Field Service Engineering (FSE) team and ensure smooth execution of global service operations. This role is mission-critical – it ensures that all U.S.

-based service flows smoothly, compliantly, and on time by coordinating field activities, managing inventory and logistics, handling procurement and invoicing processes, and fostering effective communication across internal teams and international partners, with a focus on our China office.

This is more than a coordinator role — it’s an opportunity to help shape the future of our global service organization. The Service Operations Coordinator will have the mandate to build scalable systems, define best practices, and set the standard for customer support as we continue to expand worldwide.

We’re looking for a highly organized, resourceful, and reliable individual who thrives in a fast-paced, service-driven environment. You are someone who can juggle multiple priorities, coordinate moving parts with ease, and ensure that nothing slips through the cracks.

You’re comfortable managing logistics, documentation, and internal processes, and you’re not afraid to chase down answers—whether it’s tracking a shipment, following up with vendors, or working across time zones with our partners in China.

You must be calm under pressure, capable of owning outcomes, and have a customer-first mindset.

To succeed in this role, you’ll need a mix of operational savvy, attention to detail, and the ability to work both independently and collaboratively. If you're someone who thrives on keeping things running smoothly behind the scenes, we want to hear from you.

• Field Coordination: Schedule and dispatch Field Service Engineers (FSEs) based on service needs and customer priorities.
• Travel Arrangements: Coordinate domestic and international travel for FSEs, including flights, accommodations, and visa requirements.
• Inventory Management: Track and manage service inventory, parts replenishment, and stock levels at multiple sites.
• Logistics & Shipping: Organize shipments for parts and tools, both inbound and outbound; work closely with logistics providers and customs as needed.
• Procurement & Financial Admin: Create and manage Purchase Orders (POs), Purchase Requisition s (PRs), Quotes, and Invoicing using internal systems.
• Pre-Ticket
  
  Qualification:
  
  Review and validate service tickets before dispatch; ensure proper documentation and scope of work are defined.
• Cross-Functional Communication: Liaise with the China-based service and support teams to follow up on parts, repairs, and escalations.
• Reporting & Follow-up: Maintain logs, reports, and trackers; follow up on open actions and service cases to closure.

• Proven experience in a
  service coordination, logistics, or operations support role (preferably in a technical or engineering environment).
• Excellent
  organizational and multitasking skills with strong
  attention to detail
  .
• Proficient in Microsoft Office Suite; experience with ERP systems (e.g., SAP, Oracle, Net Suite) is a plus.
• Strong communication skills, both verbal and written.
• Ability to
  work cross-functionally and with international teams (experience working with teams in China is an advantage).
• Knowledge of
  shipping processes, inventory control, and procurement procedures
  .
• Ability to
  work under pressure in a fast-paced environment.

• Experience supporting field service or technical support operations.
• Familiarity with service ticketing systems (e.g., Salesforce, Service Now, Hub Spot).
• Mandarin or bilingual skills are a plus, but not required.

• A competitive salary, benefits and commission package.
• A collaborative and innovative team environment.
• Opportunities for professional growth in a company that values creativity and hard work.