JOB SUMMARY

We are seeking a highly organized, detail-oriented, and proactive Sr. Service Coordinator to join our aerospace ground support equipment service team. The ideal candidate will lead service coordination processes and provide comprehensive support to ensure efficient delivery of maintenance and repair services. This role encompasses managing service requests and work orders, coordinating with external contractors and vendors, overseeing technician schedules and parts procurement, maintaining service documentation in our ERP systems (Global Shop & Epicor) and Maintenance Software (Service Geeni) platforms, and ensuring adherence to all service quality standards and business processes.

The ideal candidate will work with limited direct supervision and successfully lead the service coordination team while serving as the primary interface between customers and our technical service organization. They will play a critical role in maintaining customer relationships through professional communication, providing service status updates, explaining technical solutions and timelines, and handling escalated issues with expertise and professionalism. This position requires someone who can balance technical knowledge with strong leadership skills to mentor staff and drive cross-company service initiatives.

JOB DUTIES AND RESPONSIBILITIES

Communication & Customer Service:

• Serve as primary customer contact for service requests
• Update customers on service status and timelines
• Communication between technicians and customers
• Explain costs, timelines, and service options
• Monitor service quality and customer satisfaction

Administrative Tasks:

• Process service requests, work orders, and purchase orders
• Create detailed service estimates and quotes
• Maintain service records and documentation
• Generate reports on service metrics and performance

Vendor & Team Coordination:

• Coordinate with external contractors and vendors
• Ensure technicians have necessary parts and equipment in a timely manner
• Facilitate communication between different departments

Technical Knowledge & Software Proficiency:

• Stay current on AGSE products and services
• Ability to navigate AGSE website and product technical manuals
• Enterprise resource planning (ERP) systems (Global Shop / Epicor)
• Maintenance / Asset management software (Service Geeni)

Team Leadership:

• Lead and mentor coordinators and support staff
• Handle escalated customer complaints and complex issues
• Negotiate solutions with vendors and contractors
• Lead cross-company projects and initiatives

JOB REQUIREMENTS AND MINIMUM QUALIFICATIONS

Minimum Qualifications

• Bachelor’s degree
• Minimum 5 years of recent experience in customer service, preferably in a service environment
• Carry yourself in a professional manner and have a positive attitude
• Excellent verbal and written communication skills
• Strong organizational, time management, planning, and problem-solving skills
• Reasoning and analytical thinking to resolve issues independently
• Ability to handle and prioritize multiple tasks simultaneously, with attention to detail, and follow up accordingly
• Intermediate level skills in Microsoft Office Suite (Teams, Outlook, Excel, Word, PowerPoint, SharePoint)
• Must exhibit a high level of motivation and a sense of urgency
• Ability to work under pressure to meet critical deadlines in a fast paced, ever-changing environment

Preferred Qualifications

• Previous aerospace industry work experience
• Some experience reading and interpreting technical documents

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

While performing the duties of this job, employees are regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

The work environment characteristics described here represent those employee encounters while performing this job's essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Employees work under typical office conditions, and the noise level is usually quiet to moderate. However, in certain assignments, an employee may work near moving equipment and be exposed to toxic or caustic chemicals, biological hazards, airborne fumes, outdoor weather conditions, and loud, prolonged noise.