Service Coordinator II

Role Overview:

• Own the lifecycle of service requests requiring site visits, from intake through scheduling and readiness for execution.
• Triage incoming cases from Technical Support and validate scope and service needs.
• Manage service queues and case pipelines within Salesforce, maintaining data accuracy and ensuring timely progression.

Key Responsibilities:

• Define and validate scopes of work for Field Service Technicians and external partners.
• Select appropriate service resources based on scope, location, cost, and partner performance.
• Review and approve partner quotes and invoices, ensuring alignment with scope and cost expectations.

Qualifications:

• BS/BA preferred with 2+ years in service coordination or operations in a high-volume environment.
• Strong organizational skills with ability to manage multiple requests simultaneously.
• Experience with CRM platforms like Salesforce and a customer-first communication approach.

Success Metrics:

• Consistently progress service requests within SLAs, minimizing backlog and rework.
• Demonstrate high accuracy in scope definition and resource selection for optimized cost per service event.
• Maintain proactive customer communication to drive satisfaction and reduce escalations.