About this role
Overview
The Service Coordinator is responsible for coordinating service requests, dispatching technicians, and ensuring timely resolution of maintenance, refrigeration, HVAC, electrical, plumbing, and general facility issues across multiple supermarket locations. This role serves as the communication hub between stores, service providers, technicians, and facility management to maintain operational continuity and minimize equipment downtime.
Responsibilities
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Work Order Management
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Receive, prioritize, and dispatch service requests from supermarket locations.
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Create and assign work orders through the maintenance management platform Corrigo.
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Monitor open work orders and ensure timely completion according to service level agreements (SLAs).
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Track emergency service calls and escalate critical issues when necessary.
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Verify accurate problem descriptions, store information, and equipment details before dispatching.
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Technician and Vendor Coordination
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Schedule and dispatch internal technicians and external contractors based on location, skill set, workload, and urgency.
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Coordinate refrigeration, HVAC, electrical, plumbing, lighting, and general maintenance service providers.
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Maintain ongoing communication with technicians regarding job status, parts availability, and scheduling updates.
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Store Support
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Serve as the primary point of contact for store management regarding maintenance and facility concerns.
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Provide updates on work order status, estimated arrival times, and repair progress.
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Assist store personnel with troubleshooting and gathering information needed for repair dispatch.
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Prioritize critical refrigeration failures, HVAC outages, electrical issues, and food safety concerns.
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Escalate major equipment failures to management and ensure appropriate follow-up actions.
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Administrative Responsibilities
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Review work orders for completeness, proper coding, and documentation.
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Generate reports on work order activity, service trends, and dispatch performance.
Qualifications
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High school diploma or GED required.
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2+ years of dispatching, customer service, facilities management, or maintenance coordination experience preferred.
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Experience supporting multiple locations in a retail, supermarket, or facilities environment preferred.
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Proficiency with Microsoft Office applications, including Excel, Outlook, and Teams.
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Strong organizational and multitasking skills.
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Ability to prioritize competing service requests in a fast-paced environment.
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Excellent verbal and written communication skills.