Service Coordinator

Overview

We are seeking an experienced Service Coordinator / Call Center Representative is responsible for coordinating service activities, scheduling technicians, and acting as the primary point of contact for customers. This role ensures efficient service delivery, effective communication, and high customer satisfaction while meeting agreed service levels (SLAs).

Responsibilities

• Receive, log, and prioritize service requests via phone, email, or service systems
• Schedule and dispatch field service technicians based on urgency, availability, and skill set
• Coordinate service appointments and communicate timelines to customers
• Monitor service progress and ensure compliance with SLAs
• Maintain accurate service records in the ERP/service management system (e.g., SAP)
• Communicate effectively with technicians, customers, and internal teams
• Proactively identify and resolve scheduling conflicts or service ...