Service Support Coordinator

Summary

The Service Support Coordinator is responsible for coordinating and processing service orders within the ERP system (currently Epicor) to support efficient execution of service work. This role ensures service orders are accurately set up, required materials and documentation are in place, and order information is properly maintained throughout the service lifecycle.

The Service Support Coordinator supports aftermarket service requests, order accuracy, status tracking, and coordination with customers, suppliers, Supply Chain, and Finance. This position plays a key role in ensuring service orders move efficiently from order entry through invoicing and closeout.

This role does not manage service projects, schedules, field execution, or scope. Project Managers and Field Operations retain responsibility for execution and delivery.

Essential Duties and Responsibilities:

Customer Coordination

• Determine customer needs and service requirements.
• Develop and issue price quotes to customers.
• Obtain and verify customer purchase orders.
• Provide internal teams and customers with service and parts status updates.

Order Management

• Utilize project and service documentation to identify correct part numbers, sizes, and configurations.
• Generate accurate service sales orders creating demand in the ERP system.
• Support aftermarket order entry for all products manufactured within the HLAD production unit.
• Create sales orders, jobs, and operations within the ERP system while supporting customer satisfaction and company profitability.
• Escalate pricing, scope, or order exceptions outside of established guidelines for review.

Supplier and Internal Coordination

• Assist with obtaining quotes from suppliers as required.
• Provide documentation to Supply Chain to support quoting and procurement of materials.
• Coordinate information flow between Commercial Operations, Service, Supply Chain, and Finance to keep service orders moving.

Administrative and Billing Support

• Ensure accurate and timely recordkeeping for quotes, service orders, and related documentation.
• Maintain organized electronic and physical filing systems.
• Coordinate with Finance to assist with payment updates, aging items, and invoicing readiness.
• Assist in submitting invoices through customer billing portals as required.

Process Support

• Assist in the documentation and improvement of standard work and processes within Commercial Operations.
• Support consistent and accurate service order workflows.
• Success in this role is measured by order accuracy, timeliness of coordination, and the ability to keep service orders moving efficiently through order entry, fulfillment, and invoicing.
• Provide input on system or workflow improvements related to service order processing.

Education and/or Experience

• High School Diploma or GED required.
• Experience in service support, customer service, aftermarket parts, or a related coordination role required.
• Experience with ERP/MRP systems preferred; Epicor experience strongly preferred.
• Proficiency in Microsoft Office, particularly Excel.
• Strong written and verbal communication skills with attention to detail.
• Demonstrated ability to manage priorities with a strong sense of urgency.
• Proven problem-solving skills and ability to collaborate effectively.
• Experience using and developing modern tools and automation for order entry is a plus.
• Ability to maintain a calm, professional demeanor in a time‑critical environment.

Work Environment

• Monday–Friday, 8:00 a.m. – 5:00 p.m., with additional hours as required.
• Start and end times may flex with manager approval.
• Minimum of 40 hours per week.
• Occasional remote work permitted with manager approval.

This job description is not intended to cover a comprehensive listing of duties. Responsibilities may change at any time with or without notice.

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As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.