Annual Services Coordinator

Description

Job Title: Annual Services Coordinator

Department: Service

Reports To: Regional Service Manager    

FLSA Status: Exempt

Summary: The Annual Services Coordinator is responsible for coordinating and executing all aspects of the annual service program, including scheduling, quoting support, and customer communication. This role focuses on ensuring timely, accurate, and efficient delivery of annual service work, supporting both internal teams and customers to drive retention and service growth.

This is a highly process-driven, detail-oriented role that ensures calendars, parts, and technicians are aligned to deliver a great customer experience.

Roles & Responsibilities: 

o Annual Service Coordination

o Coordinate Scheduling of pump tests, preventive maintenance (PM), and other annual service work 

o Maintain and manage service calendars (Pump Test and PM) in SharePoint or designated systems 

o Ensure all scheduled services are properly assigned and communicated to technicians and service leadership 

o Proactively manage scheduling conflicts and adjust plans as needed to meet customer commitments

o Quoting & Opportunity Support

o Prepare and deliver quotes for annual services based on defined pricing and templates

o Support quoting of multi-year (3+ year) service contracts with speed and accuracy

o Assist Territory Managers and Service leadership with service contract pricing and details

o Track and manage opportunities generated from prior year service work

o Ensure all opportunities are entered and maintained in Salesforce

o Customer Communication & Support

o Serve as a primary coordination point for customers regarding scheduling and service details

o Respond to customer inquiries related to annual services in a timely and professional manner

o Ensure customers are properly informed of upcoming services and any schedule changes

o Support efforts to renew and retain annual service contracts

o Parts & Internal Coordination

o Work closely with the Parts Department to ensure required parts are available ahead of scheduled service

o Communicate service requirements clearly to technicians and service managers

o Coordinate across departments to ensure readiness for scheduled work

o Sales & Growth Support

o Support the Annual Services program by identifying upcoming renewals and service opportunities

o Assist in preparing service contract packages and supporting materials

o Work with Territory Managers and leadership to ensure consistent pricing and offerings

o Maintain accurate records of customer service agreements and history

o Systems & Data Management

o Maintain accurate records in Salesforce, SharePoint, and other systems

o Ensure calendars, opportunities, and customer records are up to date

o Track key service milestones, renewals, and follow-ups

o Additional Responsibilities

o Support new truck service contract setup and coordination

o Assist with service-related reporting and tracking as needed

o Complete special projects as assigned by management

Position Measurables: 

o Accuracy of calendars and system data

o Renewal and retention rate of annual services

o Internal service team satisfaction (coordination effectiveness)

Knowledge, Skills, and Abilities: 

o Naturally structured and thrives in keeping things organized and on schedule

o Strong sense of urgency without sacrificing accuracy

o Enjoys coordinating moving parts and supporting team success

o Customer-focused with a desire to deliver a great service experience

Qualifications, Education, and Experience: 

o Entry level candidates with strong organizational and administrative skills are encouraged to apply

o 1–3 years of experience in coordination, administrative support, customer service, or service operations preferred

o Experience working in a service-based, scheduling, or parts/service environment is a plus

o Familiarity with CRM or scheduling systems (e.g., Salesforce, SharePoint) is helpful but can be trained

o Highly detail-oriented with strong organizational and time management skills

o Ability to manage multiple priorities, schedules, and deadlines simultaneously

o Strong communication skills with the ability to interact professionally with customers, technicians, and internal teams

o Process-driven mindset with a focus on accuracy and follow-through

o Comfortable working in a fast-paced, team-oriented environment

o Proficient in Microsoft Office (Excel, Outlook, Teams); ability to learn new systems quickly

o Demonstrates ownership, accountability, and a proactive approach to problem-solving

Work Environment: 

o Primarily office-based with occasional time in shop environment

o Hybrid flexibility (up to ~40% remote) based on business needs

Physical Demands:  

o Ability to lift/move 10–25 pounds occasionally

Position Type: full time, Monday Friday 8:00am-5:00pm, with occasional extended hours as needed. 

Travel: Occasional travel for customer visits or training. 

Equal Employment Opportunity Statement: We are committed to equal employment opportunity for all qualified persons. We provide equal opportunity and equal treatment in all aspects of employment to all employees and to all applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), national origin, age (40 and over), citizenship, physical or mental disability, or military obligations. We make reasonable accommodations to ensure equal employment opportunities for qualified disabled individuals. A disabled individual is qualified for a job if he or she can, with or without reasonable accommodation, perform the essential job duties

Disclaimer: The above is intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.