Technical Service Coordinator

About the role

Working from our office, the Service Coordinator is responsible for managing technical service requests related to pool equipment. When Customer Support is unable to resolve an issue remotely, the Service Dispatch Coordinator reviews the service request, determines the appropriate next steps, and coordinates the dispatch of field technicians to customer locations.

Acting as the primary liaison between customers, Customer Support, and field technicians, this role ensures service requests are prioritized, scheduled, and completed efficiently. The Service Dispatch Coordinator plays a key role in delivering exceptional customer service through effective communication, timely service coordination, and proactive follow-up to ensure customer satisfaction.

What you'll do

• Receive and review service tickets escalated by the Customer Support team.
• Assess customer issues related to pool equipment and determine when an on-site service visit is required.
• Prioritize and assign service calls to the appropriate technician based on skills, location, availability, and urgency.
• Coordinate and schedule technician visits while optimizing routes and workload.
• Communicate with customers regarding service appointments, updates, and follow-ups.
• Track and monitor open tickets to ensure timely resolution.
• Maintain accurate records of service activities and ticket status within the ticket management system.
• Collaborate closely with Customer Support, Technical Support, and Operations teams to ensure exceptional customer service.
• Escalate critical issues when necessary and help drive timely resolution.
• Generate reports and provide updates on service performance and ticket status.

We are Offering

• Salary range: $55,000 – $65,000 USD (based on experience)
• Performance bonus eligibility: up to 10%
• Health, dental, vision, Life and Disability insurance (with employer contribution)
• 401(k) with employer match (up to 5%)
• Paid time off (PTO): 2 weeks (10 days)
• Up to 10 additional days weeks during Christmas Holidays
• Employment is "at-will" as defined by Florida law

We are Looking for

• Experience in dispatching, service coordination, customer support, or a related role.
• Experience in the swimming pool, spa, construction, HVAC, plumbing, or field service industry (Asset)
• Strong organizational and multitasking skills.
• Excellent communication and customer service abilities.
• Ability to prioritize tasks and manage multiple service requests simultaneously.
• Strong problem-solving and decision-making skills.
• Proficiency with ticketing systems, scheduling tools, and Microsoft Office applications.
• Knowledge of pool equipment, including pumps, filters, heaters, automation systems, and water treatment equipment (Asset)