Service Coordinator

4 days ago


Portland, Oregon, United States NW Facilities & Equipment Maintenance Full time
Job Title: Service Coordinator

We are seeking a highly organized and detail-oriented Service Coordinator to join our team at NW Facilities & Equipment Maintenance. As a Service Coordinator, you will play a critical role in ensuring the efficient delivery of our Facilities Maintenance services.

Job Summary

The Service Coordinator will be responsible for managing a team of internal technicians, coordinating schedules, and maintaining strong customer relationships. You will oversee the entire service process, from request acceptance to completion, ensuring timely and accurate execution while meeting customer expectations.

Key Responsibilities
  • Accept and reject new service requests
  • Triage incoming requests into various priority levels
  • Enter service requests from email into dispatch software
  • Determine with Project Manager if a received job is considered a Service Request or a Project, and assign to appropriate team
  • Create routes for Day Technicians by providing accurate notes and staged material
  • Create routes for Night Technicians by providing accurate notes and staged material
  • Proactively plan and organize the service schedule weeks in advance
  • Review completed service requests
  • Monitor backlog of maintenance and incomplete work, maintain records and information of all requests and dispatches
  • Evaluate field technicians' timecards for accuracy
  • Order materials as needed for jobs
  • Create timely and accurate quotes for service calls that will go over NTE
  • Coordinate with Project Manager for scheduling service calls so as not to conflict with project work if it requires our internal team
  • Provide support to Department Manager as needed
  • Provide support to Project Manager as needed and cover for them while they are out of office
  • Manage compliance to Service Agreements with customers
  • Help ensure our warehouse is in 6s fashion at all times
  • Help to ensure everyone is following PPE
  • Have a clear understanding of customer contracts and expectations
  • Track and continually maintain good SLA numbers with customers
  • Utilize KPI's to determine success of the day, week, and month
  • Continuously update customers on status of their requested work
  • Review and close service repair orders including reviewing timecards each day to capture billable time, sending invoices, and service summaries to customers
  • Work closely with customers to achieve strong relationships and high customer satisfaction
  • Act as the primary point of contact for customers inquiring about our services
  • Respond promptly and professionally to customer inquiries via phone, email, and online platforms
  • Work with Leadership to acquire new customers and help to grow our team
  • Efficiently navigate through our software platforms: Quickbooks Online, QBT, Corrigo, Google
  • Routinely meet with internal technicians to align on standards and cultivate strong working relationships
  • Manage department-specific inventory
  • Work closely with Dept Manager, Project Team, and Night Lead to meet weekly/monthly financial goals
  • Be available to support field technicians as needed
  • Cultivate good working relationships with the technicians
What We Offer
  • Profit sharing program
  • 401k with company match
  • Medical plan with dental and vision
  • Flexible PTO plan
  • Company-provided devices
Next Steps

Upon submission, you will receive an application confirmation email. Please make sure to add app.bamboohr.com to your trusted sender list or regularly check your junk folder to ensure that you receive all correspondence regarding your application.

NWFEM offers comprehensive medical and dental insurance coverage following 60 days (about 2 months) of employment. Employees are eligible to participate in the company's 401k/retirement plan following 1 year of employment. NWFEM is an equal opportunity employer. We encourage diversity in our workforce. NWFEM provides equal employment opportunities to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.



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