What are the responsibilities and job description for the Service Coordinator position at Infinium Wall Systems Inc?
INFINIUM Wall Systems is a family-owned turn-key manufacturer of interior Glass Wall Systems headquartered in Strongsville, OH. Founded in 2003, INFINIUM has experienced significant strategic growth fueled by world-class People, Products, and Process.
INFINIUM has built a strong reputation in the industry for saying what we will do and doing what we say. We are pioneers of the direct business model, now widely adopted across the industry.
INFINIUM is seeking a full-time Service Operations Coordinator who is conscientious, highly organized, hardworking, and dedicated to join our team.
Position Overview:
The Service Operations Coordinator plays a central role in the daily workflow of INFINIUM’s service department. This position supports the full lifecycle of service work, including intake, client communication, issue review, service classification support, AI-generated estimate and proposal review, scheduling coordination, service activation, ordering support, completion documentation, and follow-up. This role is ideal for someone who can balance analytical review and operational coordination in a fast-paced, high-volume environment. The Service Operations Coordinator will work across customers, field teams, installation partners, accounting, and internal departments to keep service work moving efficiently, accurately, and professionally.
Responsibilities:
- Coordinate incoming service and warranty requests and maintain accurate records within INFINIUM’s systems
- Review service requests, project history, closeout documents, shop drawings, and related records to support issue scoping and service coordination
- Handle all written and verbal communication with customers throughout the service process, including acknowledging incoming requests, gathering missing information, and communicating next steps clearly and professionally
- Support classification of service requests as paid, warranty, or complimentary under Service Manager oversight
- Review AI-generated estimates and proposals from INFINIUM’s QuickQuote system, confirming scope
alignment, labor assumptions, materials, accuracy, clarity, and client readiness prior to release
- Coordinate proposal submission and follow up on approvals, signed proposals, purchase orders, or other documentation needed to activate service
- Manage service activation tasks, including internal coordination, ordering materials from outside vendors, submitting Purchase Request Forms, and managing vendor communication as needed
- Coordinate scheduling for service calls, including service ticket creation, field team or installer coordination, appointment confirmation, and status updates
- Maintain accurate records, Field Actions, service notes, and status updates in QuickBase and related systems, and actively track open tickets to ensure they are completed, documented, and closed accurately and on time
- Execute completion follow-up with customers and service labor, ensuring service summaries, photos, and related documentation are received and recorded
- Work effectively with Project Management, PreCon, Accounting, Field Operations, and installation partners
Qualifications:
- Education: High school diploma or GED required
- 3 years of relevant experience in service coordination, project coordination, operations support, estimating support, proposal administration, or a related role
- Construction, specialty trades, architectural products, or field-service background preferred
- Experience reviewing quotes, estimates, proposals, or similar customer-facing service documentation for accuracy and completeness
- Proficiency in Microsoft Office programs including Outlook, Excel, Word, and PowerPoint
- Ability to learn and work effectively in database and workflow platforms such as QuickBase
- Hyper-communicative with strong written and verbal communication skills and a collaborative, team-oriented approach
- Extremely organized and detail-oriented, with a quality-focused approach to coordination and follow-through
- Self-sufficient and able to work under minimal observation
- “Can do” attitude with a “will do” work ethic
- Ability to work in a fast-paced, high-volume environment
Work Environment:
This role operates in a coordination-heavy service environment with multiple requests moving at once across intake, review, approval, scheduling, execution, and follow-up stages. Success in this role requires responsiveness, sound judgment, attention to detail, and the ability to keep many moving parts organized without losing accuracy.
Compensation and Benefits:
The salary range for this position will be commensurate with experience and responsibilities. INFINIUM offers health, dental, and vision coverage, paid vacation, a 401(k) plan, and yearly profit-sharing bonus opportunity.
INFINIUM is an equal opportunity employer offering a team-oriented, open, and enjoyable work environment.