About the Role
The Service Coordinator will manage scheduling, dispatching, and customer follow-up for field service teams across Latin America, ensuring timely service delivery and clear communication between clients and technicians.
Responsibilities
- Coordinate technician appointments and dispatch schedules across multiple countries in Latin America
- Communicate directly with customers to confirm service dates and manage expectations
- Update and maintain service records in internal tracking systems
- Monitor job progress and follow up on unresolved service issues
- Serve as the main point of contact between field teams and internal departments
- Respond to customer inquiries via phone and email in a timely manner
- Resolve scheduling conflicts and adjust plans as needed
- Track service completion rates and report on key performance metrics
- Ensure all service documentation is accurate and up to date
- Escalate technical or customer issues to appropriate departments
- Support onboarding of new field technicians with scheduling protocols
- Maintain compliance with company service standards and response time policies
- Assist in generating weekly service activity summaries
- Collaborate with sales teams to align service availability with new installations
- Handle last-minute service cancellations or rescheduling requests
- Provide feedback to management on recurring service delays
- Ensure all customer interactions meet quality assurance benchmarks
- Coordinate emergency service requests when required
- Verify technician availability and location for optimal dispatching
- Assist in translating service updates between English and Spanish when necessary
- Follow up post-service to confirm customer satisfaction
- Manage parts and equipment requests related to service jobs
- Track technician overtime and report anomalies
- Support audit preparation by maintaining organized service logs
- Promote consistent communication between regional teams
Compensation
Competitive hourly rate based on experience
Work Arrangement
Fully remote position with flexible hours within LATAM time zones
Team
Part of the customer support division handling service operations across Latin America
Technology Requirements
- Candidates must have a quiet workspace, a computer with video capability, a headset, and a stable internet connection of at least 25 Mbps download speed
- Access to a smartphone for coordination and communication during work hours is required
Work Expectations
- This is a full-time position with core hours aligned to Central Time
- Candidates must be available to work Monday through Friday with occasional weekend support as needed
- Reliable attendance and punctuality are essential for team coordination
Not applicable; role is remote and open to candidates residing in LATAM countries
