Service Coordinator - Remote Eligible

Service Coordinator

The Service Coordinator is responsible for managing the collection, processing, tracking, and resolution of all service issues related to project execution across the company. This includes coordinating with Project Managers, Ops Leads, Studio Teams, and vendors to improve response time and overall service quality. The NSM also plays a key role in vendor communication, issue analysis, and service reporting to help reduce resolution timelines and enhance customer satisfaction.

Responsibilities include issuing purchase orders, training in service process, and sending weekly progress reports to Studios that detail open service requests. Reports also reflect the percentage of service over 30 days. The NSM is selected by, and reports to the Managing Director Operations and Fast Team.

Processing Service Issues:

• Develop, implement, and manage standard procedures for receiving, tracking, and evaluating service requests from internal and external stakeholders.
• Ensure that service requests from Project Managers, Sales, and customers are processed accurately and within company service standards.
• Notify manufacturers of product defects/damages and secure timely delivery of replacement parts or units.
• Oversee service system workflows and ensure consistent execution by team members.
• Train team members on service protocols and proper documentation methods.

Managing Service:

• Monitor the national status of all open service issues and communicate regular updates to Studio Teams and Direct Managers.
• Maintain an updated companywide service log to provide visibility across all open projects.
• Continuously improve the service resolution system to increase efficiency and reduce average resolution times.
• Work with internal teams to ensure freight claims are submitted within required carrier deadlines (when applicable to service).

Information Collection & Analysis:

• Compile service-related data from vendors, Project Managers, and internal teams.
• Identify trends and patterns in recurring issues and escalate findings to reduce future occurrences.
• Create and distribute a weekly service report summarizing:
• Open service issues
• Percentage of service issues open over 30 days
• Studio-specific accomplishments and progress
• Train internal stakeholders on utilizing service resources and reporting tools.

Vendor Communication:

• Serve as the primary contact for vendors on service-related matters.
• Gather vendor-specific service information, such as warranty terms, policies, and expected lead times.
• Communicate trends and service feedback to vendors.
• Negotiate replacement products or parts in applicable situations and escalate issues where necessary.