The Service Shop Coordinator is responsible for coordinating the daily flow of repair work through the service department and providing outstanding customer service throughout the repair process. This role serves as the communication hub between customers, service technicians, and the parts department to ensure repairs are completed efficiently, accurately, and on schedule.

The successful candidate will manage customer updates, coordinate parts requirements, review completed work orders, support billing accuracy, answer incoming calls, and perform a variety of administrative functions that contribute to the smooth operation of the service shop.

Key Responsibilities

Customer Communication & Service Coordination

- Serve as the primary point of contact for customers regarding repair status, timelines, and completion updates.
- Provide professional and timely communication via phone and email.
- Open and manage service work orders, ensuring all necessary information is captured accurately.
- Coordinate equipment intake, repair scheduling, and customer pickups or deliveries.
- Follow up with customers regarding completed repairs and outstanding service requirements.
- Assist in resolving customer concerns and escalating issues when necessary.

Repair Administration

- Monitor the progress of all active service jobs and maintain accurate status records.
- Review technician paperwork for completeness and accuracy.
- Ensure work orders contain correct labor, parts, and service details prior to invoicing.
- Verify that completed repairs meet company quality and documentation standards.
- Maintain accurate service records within the ERP or business management system.

Parts Coordination

- Act as the liaison between service technicians and the parts department.
- Coordinate parts requests and ensure required components are ordered or allocated promptly.
- Track parts availability and communicate delays to technicians and customers.
- Assist in maintaining efficient workflow by minimizing downtime caused by parts shortages.

Final Review & Billing Support





- Conduct a final administrative review of completed work orders.
- Confirm labor hours, parts usage, subcontract costs, and supporting documentation are accurate.
- Complete final invoicing in ERP and send to the customer.
- Support warranty claim processing and documentation where applicable.

Office Administration

- Answer and direct incoming telephone calls and customer inquiries.
- Maintain customer files, service records, and departmental documentation.
- Assist with data entry, filing, report preparation, and general office duties.
- Process customer payments and assist with cash handling procedures as required.
- Support inventory, purchasing, and other operational administrative tasks.

Qualifications Education & Experience

- Experience in customer service, service coordination, dispatching, or shop administration preferred.
- Experience in a heavy equipment, hydraulics, agricultural, industrial, trucking, or mechanical repair environment is considered an asset.
- Understanding of service work orders, repair processes, and parts management is preferred.

Skills & Competencies

- Excellent communication and customer service skills.
- Strong organizational and multitasking abilities.
- Ability to prioritize work in a fast-paced service environment.
- High attention to detail and commitment to accuracy.
- Robust problem-solving and conflict-resolution skills.
- Proficiency with Microsoft Office (Outlook, Excel, Word).
- Experience using an ERP or service management software such as Sage 100 is an asset.
- Ability to work effectively with technicians, customers, suppliers, and internal departments.

Physical & Working Conditions

- Office-based position within a busy service and repair facility.
- Frequent interaction with service technicians, shop & parts managers and customers throughout the day.
- Frequent exposure to shop and warehouse environments.

Job Type: Full-time Pay: $25.00-$35.00 per hour

Expected hours: 43.75 per week

Benefits

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- Vision care

Work Location: In person

📌 Service Coordinator (Norwich)
🏢 Oxford Hydraulics Centre
📍 Norwich