Service Operations Project & Network Coordinator

The Service Operations Project & Network Coordinator is responsible for end-to-end project management of consultative and complex equipment installations across the Coats direct service technician network and third-party independent installer network in the US. This role serves as the central coordination hub among customers, factory operations, field technicians, and internal stakeholders — ensuring installations and repairs are executed on time, on budget, and to the highest standard of customer satisfaction. The coordinator also plays a key role in growing and managing the national third-party installer network, maintaining dispatch system integrity, and supporting broader service network performance.

I. Project Management – Consultative & Complex Equipment Installation

Scope of Equipment:

• Vehicle lifts
• Air compressors
• Wheel alignment systems
• Digital Vehicle Inspection (DVI) systems
  
  

Full-Cycle Installation Project Management:

• Own the installation lifecycle from order acknowledgement through final customer satisfaction follow-up
• Coordinate with internal and external factory partners to confirm equipment availability, production timelines, and delivery scheduling
• Schedule and coordinate pre-installation site inspection appointments between the Coats service technician or third-party installer and the end customer (repair facility)
• Enter work orders for pre-installation site inspections within the dispatch system to capture pertinent installation parameters and quote inputs
• Develop accurate customer installation quotes based on site inspection findings; submit for internal approval and secure customer sign-off
• Input and manage installation work orders in the dispatch system upon customer approval
• Coordinate equipment delivery logistics with the assigned installer to ensure readiness on the scheduled installation date
• Invoice customers upon installation completion; reconcile any billing discrepancies
• Conduct post-installation follow-up with end customers (repair facilities) to confirm satisfaction and address any outstanding concerns
  
  

Ongoing Status Management:

• Actively monitor open installation and repair statuses; intervene proactively to resolve delays and expedite service timelines
• Maintain consistent, transparent communication with end customers throughout the installation process, providing timely status updates
• Identify, escalate, and resolve installation-related issues and customer concerns as they arise
  
  

II. Third-Party Installer Network Development & Management

• Build and cultivate productive working relationships with existing and prospective third-party independent installers in support of the Equipment Business Development Executive and the build-out of a national installer network
• Manage and enforce contract and service agreements with third-party installers, ensuring compliance with Coats standards, quality expectations, and service-level commitments
• Administer warranty claims for outside-supplied products; work directly with vendors to process labor and parts warranty credits accurately and efficiently
• Evaluate installer performance and provide feedback to support continuous improvement and network quality standards
• Identify geographic coverage gaps in the installer network and support targeted recruitment of qualified independents to fill those gaps
• Maintain an up-to-date directory of network installers, including certifications, coverage areas, and service capabilities
  
  

III. Service Network Support

• Provide technical and administrative support to both the third-party independent installer network and the direct Coats Service Technician Network
• Create, track, and close Customer Support Requests (CSRs); ensure timely resolution and accurate documentation
• Collaborate with the Technical Support & Training Manager to update and maintain service and parts manuals, ensuring accuracy and currency
• Track and report service network performance metrics for the national Coats Service Network on a regular cadence
• Monitor and report service performance for customer-specific accounts, identifying trends and escalation opportunities
• Work cross-functionally with the engineering team to develop and distribute Technical Support Bulletins (TSBs) covering equipment changes, service instructions, and part number updates to field service teams
• Support the Technical Support & Training Manager with administrative coordination of training classes, including travel arrangements, meal logistics, materials preparation, and attendee communication
• Assist in onboarding new field technicians and third-party installers by coordinating access to training, documentation, and dispatch systems
  
  

IV. Dispatch System Maintenance

• Maintain and update CoatsCare rate tables within the dispatch system to ensure accurate billing and work order processing
• Maintain warranty rate tables for all product lines including lifts, compressors, alignment systems, and digital vehicle inspection equipment
• Audit dispatch system data periodically for accuracy; identify and correct discrepancies in rate tables, work order templates, and installer records
• Collaborate with IT and operations leadership on system enhancements, user access, and dispatch workflow improvements
  
  

V. Additional Responsibilities

• Lead or support service-related project management for National Account customers, coordinating cross-functional teams as needed
• Conduct ongoing benchmarking of competitor installation charges, processes, and network structures; present findings to leadership to inform pricing and strategy
• Assist in developing and refining standard operating procedures (SOPs) for installation and service workflows
• Support continuous improvement initiatives within the service operations function
• Other duties as assigned by the Sr. Service Operations Manager
  
  

Qualifications & Requirements

Education & Experience:

• Bachelor’s degree in business administration, Operations Management, or a related field; or equivalent combination of education and professional experience
• 3 years of experience in project management, service operations, or field service coordination — preferably within the automotive equipment, industrial equipment, or mechanical services industry
• Prior experience coordinating installer or contractor networks is strongly preferred
• Experience with dispatch or field service management systems (e.g., ServiceMax, FieldAware, SAP, or similar)
  
  

Skills & Competencies:

• Strong project management skills with the ability to manage multiple concurrent installations at various stages of the lifecycle
• Excellent interpersonal and communication skills — able to work effectively with field technicians, independent contractors, factory teams, and end customers
• High degree of organizational discipline; adept at tracking details, deadlines, and follow-through across complex workflows
• Customer-first mindset with a proven ability to de-escalate issues and drive resolution
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook); experience with CRM or ERP systems a plus
• Ability to read and interpret technical manuals, service bulletins, and equipment specifications
  
  

Work Environment & Physical Requirements

• Primarily office-based; occasional travel to customer sites, installer locations, or Coats facilities may be required (estimated 10–20%)
• Extended periods of computer and phone-based work
• Ability to work across time zones to support a national service network
  
  

The Coats Company is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.

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