Service & Repair Coordinator

Department: Service & Repair

Reports To: Service Manager

Position Type: Full-Time

Position Summary

The Service & Repair Coordinator is responsible for supporting the day-to-day operations of the Service and Repair Department. This position helps coordinate technicians, repair projects, provide technical support, customer requests, job-site activities, materials, and internal communication to ensure service and repair work is completed efficiently and customers are kept informed.

The ideal candidate is highly organized, comfortable working with field technicians and customers, and able to manage multiple active jobs and priorities at the same time. Knowledge of elevator equipment, field operations, or a related mechanical trade is strongly preferred.

Key Responsibilities

Repair Coordination

• Coordinate approved elevator repair work from scheduling through completion.
• Review repair work orders and scope of work prior to scheduling.
• Coordinate technician availability with the Service Manager.
• Confirm required materials, equipment, permits, and other job requirements are ready before work is scheduled.
• Track open repairs and follow up on jobs that have not been completed.
• Identify scheduling, material, labor, or job-site issues that could delay completion.
• Maintain an accurate list of outstanding repairs and their current status.
• Coordinate return visits when additional work or materials are required.

Job-Site Visits & Inspections

• Visit job sites as necessary to review repair conditions and assist with planning work.
• Inspect completed repair work when appropriate to confirm the scope has been completed.
• Assist with identifying field conditions that may require additional work.
• Take photographs and document site conditions when necessary.
• Communicate job-site findings to the Service Manager and Sales Department.
• Assist with determining labor, material, equipment, and scheduling requirements for upcoming repairs.
• Meet with customers, building representatives, technicians, or inspectors when necessary.

Service Department Support

• Assist the Service Manager with daily department operations.
• Help coordinate technician schedules and service priorities.
• Review open service calls and help identify callbacks, recurring problems, and outstanding issues.
• Follow up with technicians regarding incomplete work orders and required return visits.
• Help ensure technician paperwork, work orders, time, and job documentation are completed accurately.
• Escalate significant customer, equipment, or operational issues to the Service Manager.
• Provide phone or onsite technical help

Customer Communication

• Provide customers with updates regarding scheduled and ongoing repair work.
• Coordinate access, shutdowns, scheduling requirements, and other job-site logistics.
• Respond to customer questions regarding the status of approved repairs.
• Communicate delays or scheduling changes promptly.
• Work with the Service Manager and Sales Department to resolve customer concerns.

Sales & Estimating Support

• Work closely with the Sales Department regarding repair opportunities identified by technicians.
• Provide field information, photographs, technician feedback, and job-site observations needed to prepare repair proposals.
• Assist Sales with understanding field conditions and required scope.
• Identify additional repair or maintenance opportunities discovered during job-site visits.
• Ensure potential additional work is communicated to Sales for quoting.

The Service & Repair Coordinator supports the repair sales process but is not primarily responsible for selling or pricing repair work.

Materials & Job Readiness

• Coordinate with purchasing and vendors to confirm materials are available before scheduling repairs.
• Verify parts and materials have been received and are assigned to the correct job.
• Help prevent technicians from being dispatched to repair jobs that are not ready to proceed.
• Coordinate special equipment, rentals, subcontractors, or other resources when required.
• Follow up on backordered or delayed materials.

Repair Job Tracking

Maintain visibility into each repair from approval through completion, including:

• Proposal approved
• Materials ordered
• Materials received
• Job ready to schedule
• Technician assigned
• Work scheduled
• Work in progress

•    Provide technical support as needed

• Additional work required
• Completed
• Ready for billing

Regularly review aging repair jobs and identify anything preventing completion or billing.

Key Performance Indicators

Performance may be measured using (subject to change):

• Average time from repair approval to completion
• Open repair backlog
• Aging of approved repairs
• Percentage of scheduled jobs completed as planned
• Technician productivity and utilization
• Number of jobs delayed due to missing materials or information
• Callback and repeat-service trends
• Completed jobs awaiting billing
• Customer communication and satisfaction
• Accuracy and completeness of repair documentation

Qualifications

• Experience in the elevator industry
• Working knowledge of elevator systems and repair operations
• Ability to understand technical field reports, wiring diagrams and repair scopes.
• Strong organizational and scheduling skills.
• Strong written and verbal communication skills.
• Ability to communicate effectively with field technicians, customers, vendors, and management.
• Ability to prioritize multiple active jobs and changing service demands.
• Comfortable visiting active job sites and working around construction and elevator equipment.
• Proficiency with Microsoft Outlook, Teams, Excel, and other business software.
• Valid driver's license and ability to travel to customer locations within the company's service territory.

Skills & Competencies

• Strong follow-through and accountability
• Problem solving
• Field coordination
• Customer service
• Scheduling and planning
• Attention to detail
• Technical aptitude
• Ability to work effectively with field personnel
• Sense of urgency
• Ability to identify and escalate problems before they affect customers or job completion

Role within the Department

The Service & Repair Coordinator serves as the operational link between the Service Manager, field technicians, Sales Department, customers, and office staff.

The Service Manager maintains overall responsibility for department performance, technician management, customer relationships, and service operations. The Service & Repair Coordinator focuses on the daily execution required to keep repair and service work moving efficiently.

The primary objective of the position is simple: make sure approved work does not sit, technicians arrive prepared, customers know what is happening, provide tech support and completed work gets closed out promptly.

Benefits:

Brand new company truck and gas card

Healthcare for employee and family paid in full

401-k automatic 3% contribution plus 3% match per terms of plan

PTO

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