Service Operations Coordinator

Role purpose: Coordinate the service-delivery cycle from customer intake and technician scheduling through documentation, invoicing, accounts receivable follow-up, and administrative closeout. Serve as a central contact among customers, field personnel, Service Engineers, Accounting, Sales, and Operations.

Service coordination: Receive and document requests, maintain work orders, prioritize and dispatch calls, communicate schedule changes, and coordinate emergency after-hours service as needed. Help technicians obtain job information, materials, equipment, permits, and logistical support.

Tracking and records: Monitor open calls, incomplete reports, missing time and supporting records, pending customer decisions, unbilled work, and unresolved issues. Maintain accurate service histories, equipment information, test data, photographs, and customer communications; coordinate handoffs to Maintenance or Small Projects Teams when appropriate.

Billing and receivables: Prepare, review, approve, and process service and maintenance invoices; verify costs, authorizations, purchase orders, customer requirements, and supporting documents. Assist with rejected invoices, resubmissions, month-end review, reconciliation, and reporting. Review aging, follow up on payment status, document commitments and disputes, and escalate unresolved balances.

Administrative and team support: Review timekeeping for completeness, coordinate corrections, and review and approve payroll time entries as needed. Arrange approved travel and fleet maintenance, maintain operational reports, support assigned service KPIs, and identify recurring workflow issues.

Required qualifications: High school diploma or equivalent; two or more years of relevant coordination, customer service, administrative, billing, receivables, or field-service experience; familiarity with work orders, records, invoices, or business systems; and proficiency in Outlook, Word, and Excel. Strong communication, organization, accuracy, prioritization, judgment, and follow-through are essential.

Preferred qualifications: A related associate degree; experience in electrical service, systems integration, fire protection, security, low-voltage systems, construction, facility maintenance, or another field-service industry; and familiarity with service, dispatch, accounting, document-management, and customer-portal systems, job costing, and collections follow-up.

Role boundaries: Refer technical scope and troubleshooting to the Service Engineer; major pricing and work authorization to the Service Engineer or department manager; credit, payment arrangements, write-offs, and formal collections to Accounting or authorized management; and employee performance or disciplinary matters to the appropriate manager. Escalate potential Maintenance or Small Projects work rather than independently reclassifying it.

Work environment: Primarily office-based, with frequent customer and team interaction, prolonged computer work, changing priorities, occasional lifting of office materials up to 20 pounds, limited travel, and occasional overtime or schedule flexibility. Reasonable accommodation may be provided for essential functions.

Shaw Electric

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Service Operations Coordinator