Qualifications

• 2-4 years of experience in customer service, support, or service coordination with leadership experience
• Strong organizational skills with the ability to manage urgency
• Exceptional follow-through and attention to detail
• Ability to balance vendor accountability with customer empathy
• Experience in foodservice equipment or field service is a plus

Responsibilities

• Lead daily operations of the service coordinators to ensure efficient workflow
• Act as the escalation point for complex customer issues
• Ensure vendors and technicians meet commitments and timelines
• Monitor vendor performance, warranty claims, and reimbursements
• Develop efficient processes and automation to reduce case slip-ups
• Manage team metrics including response and resolution times
• Coach team members while fostering accountability and urgency

Benefits

• Health insurance coverage
• 401(k) plan with company match
• Paid time off for vacations and personal days
• Paid holidays throughout the year