Summary: The Service Operations Coordinator ensures the efficient and effective functioning of the service department. This role involves coordinating field project activities managing job site logistics facilitating customer service interactions and scheduling service visits. Acting as a central point of contact the Coordinator bridges communication between customers service technicians and parts suppliers to ensure service requests are completed accurately and on time.
Accountabilities:
Develop clear and comprehensive field project plans and schedules
Support project managers and field technicians in defining project scope and objectives
Manage changes to project timelines scope and costs
Generate quotes for parts and services for out-of-warranty work
Gather detailed work request descriptions from customers via phone email or database access
Open service orders schedule field service appointments and coordinate necessary materials
Prepare MSOW (Method Statement of Work) reports for site work approval
Communicate repair requests and detailed instructions to field technicians
Identify and source correct parts for service work
Notify customers of additional service needs discovered during field work
Provide pre-planning and execution strategies for site schedules and scope
Offer accurate cost estimates and repair timelines to customers
Review service write-ups with customers to confirm required work
Ensure timely completion and invoicing of service orders
Create and track Return Merchandise Authorizations (RMAs) for warranty claims
Act as liaison between technicians and customers
Resolve escalated customer issues with professionalism and tact
Promote positive teamwork and collaboration with technicians and coworkers
Review field issues related to quality or workmanship and report findings to stakeholders
Assist with field project evaluations and continuous improvement initiatives
Perform other job-related duties as assigned
Required Knowledge/Experience:
Occasional travel to job sites required
High School Diploma or equivalent required
Minimum 3 years of relevant industry experience
Experience in power generation or industrial field service preferred
Background in project estimating or field service coordination is a plus
Strong mechanical aptitude and ability to communicate technical concepts
Excellent phone and customer service skills with strong follow-through
High attention to detail and commitment to customer satisfaction
Proficient in calculating figures such as discounts percentages and margins
Strong verbal and written communication skills
Effective collaboration with cross-functional teams
Solid analytical and problem-solving abilities
Exceptional time management and self-motivation
Ability to thrive in a fast-paced deadline-driven environment
Physical Requirements:
Ability to work in a manufacturing environment with stooping crouching twisting and reaching.
Lift and carry equipment/products up to 50 lbs; use hand tools up to 20 lbs.
Ability to work at heights (up to 20 ladders) and in various weather conditions.
Work Environment: Production floor manufacturing shop and office.
Special Requirements: Occasional travel to vendor locations may be required.
Attributes:
Safety First Promotes safe service operations and supports compliance with job site and company safety standards.
Have Humanity Provides responsiverespectful and customer-focused support to clients technicians and team members.
Be Transparent Communicates clearly and proactively regarding schedules service updates and project needs.
Drive Innovation Identifies process improvements to increase service efficiency and coordination.
Be Resilient Effectively manages changing priorities and resolves challenges in a fast-paced environment.
Always Reliable Ensures service requests scheduling and logistics are handled accurately and on time.
Grit Takes initiative and follows through to keep projects and service operations running smoothly.
Required Experience:
Manager
Summary:The Service Operations Coordinator ensures the efficient and effective functioning of the service department. This role involves coordinating field project activities managing job site logistics facilitating customer service interactions and scheduling service visits. Acting as a central poi...
Summary: The Service Operations Coordinator ensures the efficient and effective functioning of the service department. This role involves coordinating field project activities managing job site logistics facilitating customer service interactions and scheduling service visits. Acting as a central point of contact the Coordinator bridges communication between customers service technicians and parts suppliers to ensure service requests are completed accurately and on time.
Accountabilities:
Develop clear and comprehensive field project plans and schedules
Support project managers and field technicians in defining project scope and objectives
Manage changes to project timelines scope and costs
Generate quotes for parts and services for out-of-warranty work
Gather detailed work request descriptions from customers via phone email or database access
Open service orders schedule field service appointments and coordinate necessary materials
Prepare MSOW (Method Statement of Work) reports for site work approval
Communicate repair requests and detailed instructions to field technicians
Identify and source correct parts for service work
Notify customers of additional service needs discovered during field work
Provide pre-planning and execution strategies for site schedules and scope
Offer accurate cost estimates and repair timelines to customers
Review service write-ups with customers to confirm required work
Ensure timely completion and invoicing of service orders
Create and track Return Merchandise Authorizations (RMAs) for warranty claims
Act as liaison between technicians and customers
Resolve escalated customer issues with professionalism and tact
Promote positive teamwork and collaboration with technicians and coworkers
Review field issues related to quality or workmanship and report findings to stakeholders
Assist with field project evaluations and continuous improvement initiatives
Perform other job-related duties as assigned
Required Knowledge/Experience:
Occasional travel to job sites required
High School Diploma or equivalent required
Minimum 3 years of relevant industry experience
Experience in power generation or industrial field service preferred
Background in project estimating or field service coordination is a plus
Strong mechanical aptitude and ability to communicate technical concepts
Excellent phone and customer service skills with strong follow-through
High attention to detail and commitment to customer satisfaction
Proficient in calculating figures such as discounts percentages and margins
Strong verbal and written communication skills
Effective collaboration with cross-functional teams
Solid analytical and problem-solving abilities
Exceptional time management and self-motivation
Ability to thrive in a fast-paced deadline-driven environment
Physical Requirements:
Ability to work in a manufacturing environment with stooping crouching twisting and reaching.
Lift and carry equipment/products up to 50 lbs; use hand tools up to 20 lbs.
Ability to work at heights (up to 20 ladders) and in various weather conditions.
Work Environment: Production floor manufacturing shop and office.
Special Requirements: Occasional travel to vendor locations may be required.
Attributes:
Safety First Promotes safe service operations and supports compliance with job site and company safety standards.
Have Humanity Provides responsiverespectful and customer-focused support to clients technicians and team members.
Be Transparent Communicates clearly and proactively regarding schedules service updates and project needs.
Drive Innovation Identifies process improvements to increase service efficiency and coordination.
Be Resilient Effectively manages changing priorities and resolves challenges in a fast-paced environment.
Always Reliable Ensures service requests scheduling and logistics are handled accurately and on time.
Grit Takes initiative and follows through to keep projects and service operations running smoothly.
At Johnson Thermal Systems, our core mission is to offer the highest quality refrigeration units, electrical control products, and packaged control room systems by providing an unmatched combination of price, quality, and service. JTS ─ Your Trusted Partner for Engineered Cooling Solu
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