Service Coordinator

Service Coordinator (Construction Industry)

Reports to: Service Manager

Supervises: Service Technicians

Role Overview

The Service Coordinator supports daily service operations by organizing work orders, coordinating field technicians, scheduling service activities, and ensuring accurate documentation and customer communication. This role acts as the operational hub between customers, technicians, vendors, and the Service Manager to maintain smooth service delivery within the low voltage and ISP construction environment.

Core Responsibilities

1. Work Order & Service Task Management

• Create, assign, and track all service work orders from initiation to completion.
• Review scope, materials, labor requirements, and service priorities before dispatching.
• Maintain Service Board on Monday.com or standard software platform which may change as we grow.
• Verify that technicians document work thoroughly and submit timely (photos, notes, test results, redlines, as-builts, etc.).

2. Technician Scheduling & Coordination

• Schedule and dispatch technicians based on workload, availability, skillset, and job priority.
• Coordinate emergency and same day- service call assignments.
• Ensure technicians receive all required documentation, drawings, customer contacts, and site access instructions.
• Communicate daily schedules and adjustments as conditions change.

3. Customer Communication & Support

• Serve as a primary point of contact for customers regarding service status, scheduling, and updates.
• Maintain professionalism while providing prompt and accurate information.
• Document customer requests, escalations, and changes to work scopes.
• Follow up service tasks to confirm customer satisfaction when needed.

4. Administrative & Documentation Responsibilities

• Maintain organized digital records for all service activities.
• Prepare service quotes or assist in assembling budgets for small jobs.
• Support the Service Manager in collecting time sheets, labor reports, or job costing data.
• Track RMA items, equipment returns, warranties, and serialized equipment.
• Assist in creating closeout packages for completed service work.

5. Procurement & Resource Management

• Order materials, tools, or specialty equipment required for service tasks.
• Coordinate with vendors on lead times, deliveries, and back-ordered items.
• Maintain inventory awareness for commonly used low voltage hardware (cables, connectors, jacks, patch panels, etc.)
• Ensure technicians have proper consumables and equipment pre-staged before job starts.

6. Compliance & Quality Control Support

• Ensure documentation meets internal quality standards and customer requirements.
• Support the Service Manager in ensuring technicians follow safety protocols and job site compliance requirements.
• Help track licenses, certifications, or permits relevant to low voltage- service work.

7. Financial & Reporting Responsibilities

• Provide labor, materials, and job-progress details to assist with customer invoicing.
• Support weekly/monthly service reporting including:
• Work order aging
• Technician utilization
• Open quotes or pending approvals
• Service backlog
• Assist the Service Manager with budget tracking or forecasting when required.

8. Operational Support to the Service Manager

• Provide administrative and logistical support to ensure efficient service department operations.
• Communicate recurring field issues, customer concerns, or scheduling challenges.
• Support implementation of new tools, processes, or software within the service department.
• Handle other duties assigned by the Service Manager to support departmental goals.

Key Skills & Competencies

• Strong organizational and multitasking ability.
• Excellent communication with customers and technicians.
• Understanding low-voltage systems (structured cabling, fiber, CCTV, access control, and ISP infrastructure).
• Proficiency with work order management or field-service software.
• Ability to prioritize tasks and handle fast-paced operational changes.
• Attention to detail and commitment to accurate documentation.

Key Performance Indicators (KPIs)

• Response Time
• Scheduling
• On-Time %
• Service Level Agreement
• Customer Satisfaction
• Accuracy
• Closure Time
• First Time Completion Rate
• Escalations

Compensation & Benefits:

• Salary: $60,000 – $65,000 annually, based on experience
• Health insurance
• Dental insurance
• Vision insurance

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you have a basic understanding of low-voltage systems (i.e.: structured cabling, fiber, CCTV, access control, ISP infrastructure)?

Experience:

• operational support: 2 years (Preferred)

Location:

• Lutz, FL 33548 (Required)

Work Location: In person

Salary : $60,000 - $65,000