Service Operations Coordinator

About Comco Systems

Communications Conveyor Inc., doing business as Comco Systems, is a well-established Texas-based manufacturer specializing in pneumatic tube systems and comprehensive security solutions. With nearly 60 years of industry expertise, we serve primarily pharmacies and financial institutions across the United States. Our product portfolio includes sophisticated pneumatic point-to-point and remote drive-up systems, along with full-service security equipment sales, installation, and support.

Position Overview

The Service Operations Coordinator is responsible for supporting daily service operations by coordinating service requests, scheduling technicians, and ensuring timely and accurate communication between customers, technicians, and internal teams. This role serves as a key point of contact for larger customers and plays an important role in ensuring service calls are properly documented, prioritized, and completed in alignment with company and customer expectations.

Description of Task and Responsibilities

Customer Service & Service Coordination

• Serve as a primary point of contact for customer service inquiries and service-related communication.
• Receive, review, and prioritize incoming service requests via phone, email, customer platforms, and internal teams.
• Respond promptly and professionally to customer requests for information or assistance.
• Provide customers with timely updates regarding service status, scheduling, and resolution progress.
• Conduct follow-up communications to ensure customer service needs are met.
• Promote solution-focused communication to support customer satisfaction.
• Build and maintain strong working relationships with customers, technicians, subcontractors, and internal teams.
• Coordinate and manage service requests from initial receipt through completion.

Dispatch & Scheduling

• Schedule and dispatch technicians and approved subcontractors.
• Monitor technician acceptance, job progress, and completion throughout the workday.
• Ensure technicians and subcontractors receive complete job documentation and necessary information prior to dispatch.
• Plan technician schedules, preventive maintenance, and recurring service calls.
• Allocate service resources efficiently to maximize coverage and support customer commitments.
• Monitor service workflows and identify potential scheduling conflicts or risks.
• Support emergency service coordination and after-hours call escalation processes.
• Recommend improvements to scheduling and dispatch processes to improve efficiency and service response.

Service Documentation & Systems

• Create, maintain, and update service requests and work orders in Odoo and applicable customer platforms.
• Ensure service jobs are properly created, prioritized, tracked, documented, and closed.
• Maintain accurate and organized service documentation, customer information, and service history.
• Update customer platforms with job status, technician activity, and service updates.
• Verify completed work orders, labor, parts, and supporting service documentation.
• Prepare service activity and performance reports for management review.
• Identify recurring service issues and operational trends through service data and reporting.

Parts, Invoicing & Coordination

• Coordinate with Accounting to ensure service documentation supports accurate and timely invoicing.
• Coordinate follow-up service actions and parts requirements, including parts replacements and RMAs.
• Coordinate with Inventory, Shipping, Purchasing, Accounting, and other internal departments as needed to support service completion.
• Monitor parts availability and identify potential delays that could affect service schedules.
• Ensure service documentation accurately reflects labor, parts, travel, and other applicable service activities.

Preventive Maintenance

• Coordinate preventive maintenance scheduling and recurring service requirements.
• Monitor preventive maintenance schedules and compliance.
• Communicate upcoming maintenance requirements with customers, technicians, and internal teams.
• Track completion of preventive maintenance activities and maintain accurate records.

Problem Resolution & Escalation

• Evaluate customer service issues and recommend appropriate corrective actions.
• Monitor open service requests and identify risks to service schedules, customer commitments, or resolution timelines.
• Escalate complex or unresolved issues to Service Management.
• Coordinate follow-up actions to ensure issues are addressed through resolution.
• Maintain clear documentation of customer concerns, actions taken, and resolution status.

Continuous Improvement & Service Support

• Identify opportunities for process improvement, service consistency, and workflow efficiency.
• Assist in the development and maintenance of service procedures and training materials.
• Provide feedback to improve service coordination, system performance, and customer experience.
• Support onboarding and training service personnel as needed.
• Provide administrative and operational support to Service Management.
• Serve as backup support for service coordination functions as needed.
• Perform other service operations duties as assigned.

Required Education and Experience

• High school diploma or equivalent required; Associate degree in business, operations, or related field preferred.
• 1–3 years of experience in service coordination, dispatching, customer service, or a related operational role required.
• Ability to prioritize responsibilities and manage multiple service needs simultaneously.
• Ability to work effectively under pressure and meet aggressive schedules and deadlines.
• Strong willingness and ability to learn new software applications and internal systems.
• Proven ability to communicate proactively with customers, focusing on solutions and resolution.
• Previous administrative or service coordination experience preferred.
• Excellent interpersonal and customer service skills.
• Ability to work effectively as part of a team and independently when required.
• Strong verbal and written communication skills with attention to accuracy and professionalism.
• Proficient in Microsoft Office applications, including Word and Excel.
• Strong problem-solving and critical thinking abilities.
• Strong organizational and time-management skills.
• Ability to multitask and adapt to a fast-paced service environment.
• Ability to build and maintain positive working relationships with customers, technicians, and internal teams.
• Passion for customer service and problem solving.

Environmental Exposure

Inside: 90% Outside: 10% Temperature: 75/85

Work is primarily performed indoors in an office environment. Employees may also be exposed to regular noise and vibration in warehouse and service operations areas.

Schedule

• Job Type: Service Operations Coordinator
• Expected hours: 8:00 a.m. – 5:00 p.m.
• 8-hour shift
• Day shift
• Monday to Friday
• Overtime as needed
• Weekends as needed

Work Location

Denton, Texas

Comco Systems offers rewarding career options and a comprehensive benefits package for full-time team members.

Our Standard Benefits Package Includes

• 401k retirement plan
• Medical, dental, vision, and life insurance
• 12 paid holidays in addition to accrued PTO
• Birthday day off

Comco Systems is an Equal Opportunity Employer and does not tolerate discrimination of any kind.

Work Location: In person

Pay: $18.00 - $20.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person