Customer service coordinator Jobs in Tempe, AZ

Service Coordinator

PumpMan, a Harrington Company, is a leading provider of pump systems and on-site maintenance and repair services for customers in the commercial, industrial, and municipal market sectors. Founded in 1977, PumpMan has locations throughout the United States and is actively expanding its network to deliver services to a wider area and broader customer base. PumpMan joined the Harrington family of companies in 2023, and, in combining forces, created an industry leading single source provider for process solutions products, design, installation, maintenance, and repair. We are also committed to stocking products in branches and regional distribution centers, allowing us to deliver unmatched customer service by having a wide variety of products immediately available. Our national footprint, dedication to service and highly trained, passionate team members have made Harrington and PumpMan prominent, highly respected names in our industry and enabled our success for more than 6 decades. We realize our greatest asset is our people and we are dedicated to offering opportunities for training, personal growth, and career advancement. If you are looking for an excellent company that offers not just a job, but a career path, then come join our winning team!

The Service Coordinator is responsible for coordinating the daily activities of the Field Service, Repair Shop, Warehouse, Purchasing, and Sales departments to ensure the efficient execution of customer projects, repair work, and service operations. This position serves as the central point of communication for scheduling, workflow management, customer updates, resource allocation, and operational support.

Working closely with the Operations Manager, the Operations Coordinator monitors the flow of work throughout the organization, ensuring personnel, materials, equipment, and customer requirements are aligned to support operational goals. This role is critical in maintaining productivity, communication, and accountability across all departments.

The ideal candidate is highly organized, adaptable, and capable of managing multiple priorities in a fast-paced service and repair environment. Strong communication skills, attention to detail, and the ability to coordinate competing demands are essential for success in this position.

Essential Duties and Responsibilities

Operations Coordination

• Coordinate daily activities between the Field Service, Repair Shop, Warehouse, Purchasing, and Sales departments.
• Monitor the progression of jobs through all stages, from intake and estimating through completion and invoicing.
• Ensure work orders, service requests, and repair orders are created accurately and updated in a timely manner.
• Provide daily operational updates to the Operations Manager regarding scheduling, manpower utilization, shop workload, material availability, and customer concerns.
• Assist the Operations Manager with workload forecasting, resource planning, and departmental performance tracking.
• Monitor open jobs, repair orders, and service calls to ensure timely completion and identify scheduling or operational conflicts.
• Coordinate communication between departments to ensure projects move efficiently from estimating and purchasing through execution and invoicing.
• Escalate operational issues, customer concerns, manpower shortages, and material delays to the Operations Manager for resolution.
• Assist management in achieving operational, productivity, revenue, and customer satisfaction goals.
• Continuously evaluate workflow processes and recommend improvements to increase efficiency and effectiveness.

Field Service Coordination

• Schedule and coordinate field technicians for service calls, inspections, repairs, installations, preventative maintenance, emergency response work, and project work.
• Coordinate manpower, equipment, subcontractors, and materials required for field projects.
• Maintain technician schedules and adjust priorities as customer needs and operational demands change.
• Communicate job status updates to customers, sales personnel, technicians, and management.

Shop Operations Coordination

• Coordinate incoming repair work and ensure equipment is properly received, documented, photographed, tagged, and assigned a repair order.
• Monitor repair shop workflow including inspection, teardown, quotation, repair, assembly, testing, and delivery.
• Work with shop personnel to prioritize workload and maintain efficient turnaround times.
• Track equipment status and provide updates to customers, sales personnel, and management.
• Coordinate shop labor schedules and balance workload between field and shop resources when necessary.
• Assist in managing repair queues to ensure customer commitments and turnaround objectives are achieved.

Purchasing, Receiving, and Inventory Support

• Ensure required parts and equipment are available for scheduled work.
• Monitor open purchase orders, vendor deliveries, and material lead times.
• Communicate material shortages and delivery concerns to appropriate personnel.
• Coordinate with receiving personnel to ensure incoming materials are properly identified, labeled, received, and assigned to the appropriate jobs.
• Support inventory cycle counts and warehouse organization efforts.

Customer Service and Communication

• Serve as a primary point of contact for customers regarding scheduling, repair status, service requests, and project updates.
• Handle customer concerns professionally and escalate issues when necessary.
• Maintain positive customer relationships through proactive communication and timely follow-up.
• Ensure customer expectations, site requirements, and project details are clearly communicated to field and shop personnel.
• Coordinate customer notifications for completed repairs, deliveries, and scheduling changes.

Administrative Responsibilities

• Maintain accurate records within Service Fusion, Syteline, and other company software systems.
• Assist with work order management, job closeout documentation, and invoice preparation.
• Generate reports and provide operational updates to management as requested.
• Support forecasting, workload planning, and departmental reporting activities.
• Maintain documentation related to customer equipment, repair history, and project records.

Safety and Compliance

• Promote and support safe work practices throughout field and shop operations.
• Ensure company procedures and customer requirements are followed.
• Assist in maintaining compliance with company policies, safety programs, and operational standards.
• Support safety documentation and operational recordkeeping as required. Perform additional duties as assigned.

Required Qualifications

• Associate degree, technical school training, trade school certification, or equivalent work experience.
• Minimum 3-5 years of experience in industrial service, construction, mechanical repair, manufacturing, operations, or a related field.
• Strong understanding of pumps, motors, rotating equipment, industrial maintenance, or related industries preferred.
• Excellent organizational, communication, and customer service skills.
• Ability to prioritize and manage multiple projects simultaneously. Strong problem-solving and decision-making abilities.
• Proficiency with Microsoft Office and business management software systems.
• Ability to work effectively in a fast-paced environment and adapt to changing priorities.
• Ability to communicate effectively with customers, vendors, technicians, sales personnel, and management.
• Valid driver's license required.

Preferred Qualifications

• Experience coordinating both field service and repair shop operations.
• Experience with Service Fusion, Syteline, ERP systems, or similar service management software.
• Experience with purchasing, inventory control, receiving, and material management.
• Previous scheduling, dispatching, operations coordination, or project coordination experience.
• Understanding of job costing, labor utilization, operational performance metrics, and workflow management.
• Experience in the pump, motor, rotating equipment, industrial service, or mechanical repair industry

PumpMan, a Harrington company provides an outstanding benefits package, designed to support our employees' health, financial wellness, and work-life balance, with options that go above and beyond standard offerings!

Insurance:

• Medical Plans: Choose from HDHP/HSA (with monthly company contributions) or a PPO option.
• Spousal HRA: SIHRA covers 100% of eligible expenses up to $9,400 per individual or $18,800 per family each calendar year.
• FSAs: Flexible spending options for health and dependent care expenses.
• Dental: Comprehensive, including orthodontic care for both children and adults
• Vision: Includes discounts on Lasik.
• Telehealth & Concierge: 24/7 healthcare access with prescription services for enrolled members.
• Life Insurance and AD&D: Company paid life and AD&D coverage
• Long Term Disability: Company paid LTD program
• Optional Coverages: Short term disability, voluntary pet care, identity protection, voluntary life insurance with optional dependent coverage, plus supplemental critical illness, accident, and hospital indemnity.
• Employee Assistance Program: Professional support for employees during critical times.