Technical Support Service Coordinator

Location Note: We are hiring for one position that can be based out of either our Lake Forest, California or Pompano Beach, Florida office. This is an on-site role.

The Technical Support Service Coordinator is responsible for the day-to-day coordination and management of technical service attendances, ensuring efficient scheduling, resource allocation, and communication between customers, engineers, and internal teams.

Responsibilities include, but are not limited to, answering phone calls and emails promptly; assigning engineers and contractors to service jobs; updating customers on service appointments; managing work order data in Salesforce; inventory control; logistics; billing and invoicing; handling facility-related matters; providing administrative support as needed; and working closely with colleagues across the organization.

This role requires an individual who can oversee and ensure smooth, efficient daily operations. The ideal candidate will be highly organized, able to manage multiple priorities, and capable of performing effectively in a fast-paced environment.

Main Roles & Responsibilities:

TS Coordination

• Oversee all aspects of service operations, including scheduling, dispatching, and customer service.
• Control all Work Orders throughout their lifecycle and ensure Work Orders are accurate for management.
• Arrange access to ports or vessels and ensure engineers are equipped with all required access documentation and credentials.
• Ensure required spare parts are dispatched to meet onboard schedules.
• Liaise with customers and/or onsite crew throughout all stages of service attendance.
• Complete invoicing for TS activities, where applicable, and relay information to the Irvine Finance and Operations teams.
• Update open Work Orders at a minimum of every 48 hours.
• Maintain a low callback and/or missed attendance rate (under 2%).
• Collate service costs for invoicing and/or analysis.
• Ensure Work Orders are completed in the most cost-effective manner.
• Maximize the efficient utilization of Engineers based on location.
• Record and track TS spare parts shipments.
• Liaise with service partners and manage TS spare parts consignment stock levels across the Americas region.
• Manage shipments through various online shipping tools (UPS, DHL, FedEx, etc.).
• Work closely with TS Managers.

Administration

• Ensure all approvals are obtained before dispatching any item.
• Input and maintain information in Salesforce.
• Review service partner and contractor invoices before submitting them to the TS Manager and Finance.
• Assist with inquiries received via phone and email.
• Serve as the primary point of contact for facility-related matters, including coordinating maintenance and repairs, managing vendor relationships, monitoring office supplies and equipment, and supporting day-to-day office operations.
• Coordinate catered lunches for training classes and company functions.

Qualifications & Requirements:

Required Qualifications & Skills

• Bachelor’s degree in Business Administration or related field.
• Experience in office administration, coordination, or similar role with strong organizational skills to manage schedules, service appointments, and facility operations efficiently.
• Strong communication skills (phone and email) with ability to support customers, vendors, and internal teams.
• Experience with CRM systems (e.g., Salesforce), work order tracking, and data entry accuracy.
• Experience in inventory control, logistics, and shipment tracking.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and collaboration tools.
• Ability to manage multiple priorities, resolve issues, and work independently in a fast-paced environment.
• High attention to detail and accuracy in data entry and recordkeeping.

Preferred Qualifications

• Experience in satellite communications or technical service environment.
• Experience with SAP.
• Multilingual abilities.
• Basic knowledge of technical service workflows to facilitate the efficient assignment of engineers and contractors.
• Familiarity with facility maintenance procedures and vendor coordination.

Physical Requirements

• Prolonged periods of sitting and working at a computer.
• Frequent use of a computer, telephone, and other standard office equipment.
• Ability to communicate effectively in person, by phone, and via email.
• Ability to occasionally move, lift, and carry packages, equipment, or office supplies weighing up to 25 pounds.
• Ability to occasionally bend, stoop, reach, and move throughout the office, warehouse, or shipping areas as needed.

Compensation

This is a nonexempt, hourly role and is eligible for overtime pay in accordance with applicable wage and hour laws.

• California Office: $60,000 – $75,000 per year (equivalent to hourly rate)
• Florida Office: $53,000 – $65,000 per year (equivalent to hourly rate)

About Intellian:

Intellian is the world’s leading provider of satellite antennas and terminals, with a mission to empower connectivity so connectivity can empower the world. We are driven by a passion for innovation and agile responsiveness to customer needs. As the crucial link between satellite networks and millions of people on Earth, Intellian’s leading technology and antennas empower global connectivity across oceans and continents, organizations, and communities. Strategic thinking, an obsession with quality, and a proven ability to deliver enable Intellian to invent for the future, creating mutual success for partners and customers as the world’s connectivity needs evolve.

Benefits:

We offer a comprehensive benefits package, including flexible time off and paid holidays. Eligible employees also have access to medical, dental, and vision insurance, as well as short-term and long-term disability coverage. A 401(k) plan with employer safe harbor contributions is available. Additional compensation elements, such as annual performance-based bonuses, may be offered depending on the role.