Service Coordinator, Power Systems

The Service Coordinator is a key member of the Altorfer Power Systems team, serving as the central point of contact for coordinating daily service operations. This role is responsible for managing technician assignments, responding to customer service requests, preparing quotes, and overseeing the full lifecycle of work orders-from creation to completion. The Service Coordinator maintains clear communication with customers regarding job status, processes change orders, reviews technician timecards and service reports, and ensures accurate and timely work order closure. The ideal candidate brings a strong mechanical or electrical aptitude, exceptional administrative and computer skills, and a proactive, customer-focused mindset. This position requires the ability to juggle multiple priorities while maintaining a positive, solutions-oriented attitude that reflects Altorfer's commitment to service excellence.

Customer & Work Order Management

Serve as the primary point of contact for customer service requests across Power Systems divisions (Electric Power, Industrial, Marine, and Locomotive).
• Coordinate scheduling of service visits with customers and maintain the daily technician dispatch schedule.
• Communicate proactively with customers regarding appointments, job progress, quotes, and any changes to service plans.
• Gather and document detailed equipment information, service needs, operational complaints, urgency, and estimated repair time during initial customer contact.
• Create accurate repair quotes and follow up to maximize closure rate while maintaining strong customer relationships.
• Handle additional service requests, change orders, and incremental opportunities as they arise.

Technician Support & Job Execution

• Act as the primary contact for field technicians regarding work order assignments and execution.
• Ensure technicians are prepared with necessary tools, parts, documentation, and information to complete assigned jobs efficiently.
• Assist with job pre-planning as needed to optimize technician productivity.
• Strive to minimize non-productive technician time and travel.
• Conduct monthly walk-throughs with commercial technicians and participate in weekly technician meetings.

Work Order & System Administration

• Open work orders, assign tasks to appropriate technicians, and coordinate parts needed for job completion.
• Review and edit technician service reports to ensure accurate documentation, alignment with work orders, and identify any additional service opportunities.
• Review and correct technician timecards for accuracy in job coding, hours logged, and data entry.
• Close work orders upon completion, ensuring labor, parts, and miscellaneous charges are properly recorded, and generate invoices.
• Ensure all equipment information is current and accurate in the business systems.

Performance Monitoring & Collaboration

• Evaluate technician performance related to flat-rate jobs and Time Reporting Guidelines (TRGs); report deficiencies to the Service Manager.
• Support continuous improvement initiatives in service operations, working closely with the Service Manager to improve processes and enhance the customer experience.
• Assist the Sales Project Management team with service coordination for new equipment startups and commissioning, including special forms, quotes, job site coordination, and inspections.

Compliance, Warranty & Training

• Maintain current knowledge of Caterpillar warranty and policy claim processes and ensure adherence to factory and dealer guidelines.
• Monitor technician training needs and communicate opportunities to the Service Manager.
• Keep the Service Manager and Technical Communicator informed of product health trends, warranty issues, and customer or employee concerns.

General

• Perform other duties as assigned to support the overall goals of the Service Department and Altorfer Power Systems.

• Prior experience coordinating field service or technical dispatch operations required; leadership experience is a plus.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Positive, professional attitude with a focus on problem-solving and customer satisfaction.
• Solid understanding of general maintenance schedules and familiarity with mechanical or electrical equipment, particularly engine-generator systems, is strongly preferred.
• Sales or quoting experience in a service-related environment is a plus.
• Proficient in Microsoft Office (Excel, Word).
• Experience with CRM tools, service work order systems, or dispatch software is a plus.
• Excellent communication skills, both verbal and written.
• Willingness to support after-hours service needs when required.
• High school diploma or equivalent required.
• Valid driver's license with clean driving record (MVR will be required for final candidates).

This position works in an office and warehouse/shop environment. May on a continuous basis walk, bend and lift up to 25lbs. May be required to wear appropriate safety equipment (IE- Safety glasses or side shields) when needed. The noise level in the warehouse/shop environment is usually moderate to high and office environment noise level is usually moderate to low. May intermittently sit at a desk for a period of time to answer telephone calls and write or use a keyboard to communicate through email. Must be flexible to work varying schedules and hours as needed. Occasional travel to customer job sites may be required. The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Why Work for Altorfer?

At Altorfer, our iron is just the beginning. Our people make our company successful, and we would not be who we are without them. As a third generation, family-owned company created in 1957, we bring our values into how we do business. Everyone from technicians, sales representatives, administrative professionals, or somewhere in between is part of the "A-Team" and is crucial to our success. Here at Altorfer, we have over 35 locations and 1300 employees with long tenure for you to learn from. We have a collaborative, family valued culture, with a great reputation in the industry. A company that offers competitive pay, excellent benefits, and a remarkable team of people to work with.