Position Summary The Operations Services Coordinator is the administrative and customer-service hub of Coffee Tech Services. The role ensures customer requests, service jobs, equipment inquiries, completed work, parts and account follow-ups are accurately captured, communicated, tracked and moved through the appropriate workflow.

This position supports the Service Operations Manager and technical team by maintaining reliable information, coordinating customer communication and helping close the administrative and revenue cycle. The Coordinator does not make technical diagnoses or independently assign technicians or determine service schedules.

Key Responsibilities

1. Front Office, Customer Intake & ServiceM8

· Serve as a professional first point of contact for phone, email and walk-in customers. · Capture all service and sales inquiries in ServiceM8 or the designated operating system.

· Collect complete customer, site and equipment information, including contact details, make/model, serial number where available, issue, machine status, photos and service type.

· Triage inquiries into service, sales, parts, warranty, preventive maintenance or other appropriate categories.

· Ensure requests are complete and ready for the Service Operations Manager to prioritize, schedule and assign.

· Follow up for missing information and communicate approved appointments, updates and next steps.

1. Customer Follow-up & Workshop Coordination

· Maintain timely, professional communication with customers throughout the service process. · Track equipment received into the workshop and maintain visibility over its status.

· Contact customers when equipment is ready and follow up on outstanding pickups.

· Monitor items waiting for customer approval, information, parts or other action and escalate delays appropriately.

· Help maintain an organized front office and workshop environment.

1. Customer & Equipment Database Management

· Maintain accurate customer, company, location and equipment records. · Create and update equipment profiles including make, model, serial number, location, warranty information and service history.

· Ensure new equipment identified through service, installation or sales is added to the customer record.

· Work with technicians to obtain missing equipment information and keep records current when machines are moved, replaced or retired.

· Support preventive-maintenance tracking, warranty administration, service history and identification of recurring repair or replacement opportunities.

Target data structure: Customer → Location → Equipment → Service History → Preventive Maintenance → Parts/Repairs.

1. Equipment Sales & Quote Support

· Receive and document equipment sales inquiries and gather customer requirements. · Support preparation and distribution of approved quotes and follow up on outstanding opportunities.

· Track quote status, customer decisions, deposits, orders, delivery and installation coordination.

· Direct technical sales questions to the appropriate team member and bring potential sales opportunities to management.

1. Billing,



Invoicing & Accounts Receivable

· Review completed jobs for billing readiness and identify missing technician notes, labour, parts, travel, PO/WO numbers or supporting documentation. · Assist with invoice preparation and distribution and maintain visibility over completed but unbilled work.

· Follow up on outstanding invoices, document customer responses and payment commitments, and escalate disputes.

· Coordinate required billing and customer-account information with management and the company's accounting team.

1. Inventory & Parts Database Management

· Maintain accurate inventory and parts records, including part number, description, manufacturer, supplier, cost, quantity and storage location. · Receive, verify, label, organize and record incoming parts and inventory.

· Ensure parts used are connected to the appropriate service job and support tracking of workshop, technician and vehicle inventory where applicable.

· Track ordered and backordered parts, expected deliveries, returns, warranty parts and defective components.

· Monitor stock levels, flag replenishment needs and assist with regular physical inventory counts and discrepancy resolution.

· Support development of reliable parts compatibility and usage history to improve service and purchasing decisions.

Target data structure: Part → Part Number → Manufacturer → Compatible Equipment → Supplier → Cost → Quantity → Location → Job Usage → Reorder Level.

1. Warranty, Manufacturer & Preventive Maintenance Administration

· Support warranty documentation, authorization, parts tracking, claims and outstanding follow-up. · Assist with administrative requirements for manufacturer and service-partner work orders and service-level commitments.

· Maintain preventive-maintenance schedules and support outreach for upcoming or overdue maintenance.

· Flag recurring service patterns or potential maintenance/service-plan opportunities to management.

1. Office Administration & Operational Control

· Provide general office administration, filing, scanning, data entry, supplier coordination and delivery support. · Monitor operational exception queues, including new requests, waiting approvals, waiting parts, ready-for-pickup equipment, outstanding quotes, completed-but-unbilled jobs, overdue receivables and warranty items.

· Prepare concise status information for the Service Operations Manager and ensure outstanding items remain visible until resolved or appropriately escalated.

· Provide reasonable hands-on assistance with parts, deliveries and equipment movement when safe and appropriate.

Role Boundaries

· The Operations Services Coordinator owns intake completeness, customer communication,



administrative follow-through and data accuracy.

· The Service Operations Manager owns service prioritization, scheduling and technician assignment.

· Technicians own technical diagnosis, repair execution and technical documentation.

· The Coordinator must not promise service dates, pricing, repair outcomes or technical diagnoses without appropriate authorization.

Qualifications

· Experience in customer service, office administration, service coordination, sales support or a similar role.

· Strong organization, communication, follow-through and attention to detail.

· Comfort using computers, email and cloud-based business systems; ability to learn ServiceM8 and related tools.

· Basic familiarity with invoicing, customer accounts, inventory or administrative financial processes is an asset.

· Ability to work effectively with customers, technicians, suppliers, management and accounting support.

· Dependable, proactive and able to manage multiple priorities in a quick-moving service environment.

· Coffee-equipment technical experience is not required; training will be provided.

Physical & Work Environment

· Primarily office and customer-service based within an active equipment-service and workshop environment.

· Ability to receive and organize parts and deliveries and provide reasonable assistance moving equipment or inventory using safe practices and appropriate support.

Core Competencies

· Customer focus and professional communication

· Organization and attention to detail

· Ownership and follow-through

· Sound judgment and appropriate escalation

· Technology and systems comfort

· Teamwork, adaptability and accountability

What Success Looks Like

· Customer requests are consistently captured, complete and visible in the operating system.

· Customers receive timely follow-up and know the status or next step of their request.

· Customer and equipment records become increasingly complete and reliable.

· Inventory and parts records accurately reflect what Coffee Tech owns, where it is and how it is used.

· Quotes, warranty items, parts-dependent jobs and customer pickups do not disappear without follow-up.

· Completed work moves promptly into billing and overdue accounts receive consistent follow-up.

· The Service Operations Manager has clear visibility into outstanding operational issues.

· Technicians spend more time on technical work and less time on avoidable administrative tasks.

Performance Measures

· Service intake accuracy and completeness

· Customer response and follow-up

· Customer/equipment database accuracy

· Inventory and parts database accuracy

· Parts-to-job recording and inventory count accuracy

· Completed-job billing readiness and turnaround

· Accounts receivable and quote follow-up

· Workshop pickup and outstanding-item coordination

· Quality of ServiceM8 records, documentation and escalation

· Reliability, professionalism and teamwork

Pay: $38,986.93-$79,400.65 per year

Benefits

- Casual dress
- Dental care
- Extended health care
- On-site parking

Work Location: In person

📌 OPERATIONS SERVICES COORDINATOR (Dartmouth)
🏢 Coffee Tech Services
📍 Dartmouth