Service Coordinator - ITR Group

Must work on-site 5 days a week
US Citizen or Green Card only
Location: New Hope, Minnesota

Job Title: Service Coordinator

Job Summary:
The Service Coordinator is responsible for overseeing a variety of service activities, including managing small-scope projects, warranty administration, planned/route maintenance, and on-demand maintenance requests. This role works directly with customers, vendors, and labor partners (lighting technicians and electricians) while collaborating closely with internal teams, such as Logistics, Procurement, Project Management, and Finance.

Essential Job Functions:

• Manage customers' service work orders from initiation to completion, including setup, tracking, material ordering, partner coordination, warranty management, closeout, and invoicing.
• Oversee small projects from start to finish using systems, software, and project management best practices to ensure timely and efficient delivery of service.
• Maintain strong relationships with customers by providing exceptional customer service and ensuring all service requirements are met.
• Handle emergency work orders and off-hours/overnight project management as part of a rotational on-call system.
• Coordinate with and schedule labor partners for service and warranty work.
• Hold internal and external partners accountable for project scopes, budgets, and timelines.
• Evaluate service quality, identify areas for improvement, and communicate feedback to internal stakeholders.
• Collaborate with internal teams to ensure consistency and quality in project and service delivery.
• Develop and implement process improvements for the department.
• Manage data and provide status updates using various platforms (Oracle, SmartSheet, Salesforce, customer portals).
• Become a subject matter expert in key areas to support service efforts.
• Create and distribute reports as required by clients.
• Perform other duties as assigned.

Skills and Abilities:

• Strong interpersonal, written, and verbal communication skills for working with both internal and external stakeholders.
• Proficiency with Excel, particularly in working with numbers; certifications or classes are a plus.
• Excellent critical thinking and problem-solving abilities.
• Ability to accommodate last-minute requests and work in a flexible, fast-paced environment.
• Experience with Windows and Microsoft Office Suite (Word, PowerPoint, etc.).
• Experience working with vendors and customers.
• Ability to manage multiple tasks and keep projects organized.
• Capable of working both independently and as part of a team.
• Detail-oriented with strong organizational skills.

Education:

• Bachelor’s degree or equivalent experience.

Experience Required:

• 1-3 years of customer service experience.
• Experience communicating with vendors and customers.

Preferred Qualifications:

• Knowledge of lighting, electrical systems, and LED technology.
• Experience with lighting project management (industrial, commercial, or retail environments).
• Experience in retail operations.

Working Conditions:

• Service Coordinators provide support during off-hours and are expected to be available for occasional weekend and evening/night support as part of the on-call rotation.