The Service Coordinator supports the daily service operations of LionsBot USA by coordinating service schedules, field support activities, technician resources, dealer and service partner communication, parts ordering, work orders, repair quotations, and service documentation.

This role is a key administrative and coordination position within the Service organization. The Service Coordinator helps ensure that customer service requests, deployments, product demonstrations, trials, repairs, maintenance activity, and parts requirements are organized, properly documented, and completed in a timely manner.

ESSENTIAL RESPONSIBILITIES

Service Scheduling & Coordination

• Support the scheduling and work plans of Service Engineers, Field Technicians, dealer service teams, and authorized service partners to ensure smooth field support operations.
• Receive, review, prioritize, and coordinate service requests from customers, dealers, distributors, internal teams, and service partners.
• Schedule field service visits, shop service activity, remote support sessions, customer deployments, product demonstrations, trials, and follow-up visits.
• Monitor open service cases and help ensure timely follow-up, clear next steps, and proper escalation when issues require additional support.
• Maintain clear communication with customers, technicians, dealers, and internal teams regarding appointment timing, repair status, parts needs, and service completion.

Deployment, Demo & Resource Support

• Help manage the assets, tools, equipment, and resources used by the service and deployment team to support productivity and readiness.
• Coordinate transportation logistics for local delivery, product demonstrations, trials, service visits, and equipment movement as needed.
• Assist with scheduling drivers, technicians, demo equipment, rental units, and deployment resources.
• Help track demo, trial, rental, refurbished, and customer-owned units requiring inspection, repair, delivery, pickup, or redeployment.
• Support administrative coordination for customer onboarding, deployment preparation, and post-installation follow-up.

Parts, Consumables & Inventory Support

• Collaborate with Procurement, Operations, Logistics, and Service leadership to support spare parts and consumable purchases.
• Identify, order, allocate, and track service parts required for customer repairs, warranty claims, demonstrations, trials, rental units, and refurbishment work.
• Help maintain control over service parts, consumables, inventory records, parts usage, returns, and shipping details.
• Communicate parts status, backorders, expected delivery timing, and changes to technicians, service partners, and internal teams.
• Support warranty parts handling, return tracking, and failure analysis coordination when required.

Work Orders, Records & Reporting

• Create, update, and close service work orders, technical cases, service tickets, and customer records in company systems.
• Maintain accurate records related to part sales, service and maintenance activity, field support, customer equipment, dealer support, and distributor activity.
• Document service details including equipment information, issue descriptions, technician notes, parts used, repair actions, photos, warranty status, customer approvals, and next steps.
• Track open cases, aging items, missing information, quote status, parts delays, and service follow-up requirements.
• Assist with service reporting for response time, repair status, technician schedules, parts usage, warranty support, and customer communication.

Repair Quotations & Warranty Support

• Prepare and coordinate repair quotations for non-warranty service, parts, labor, diagnostics, travel, refurbishment work, and customer approvals.
• Assist with warranty documentation, claim preparation, claim follow-up, warranty parts return requirements, and supporting records.
• Verify that repair records contain the information needed to support warranty decisions, customer approvals, and service billing.
• Coordinate with Service leadership, Technical Support, Finance, and Operations regarding warranty status, customer responsibility, repair approvals, and invoice support.
• Help ensure repair quotation and warranty support processes are accurate, timely, and professionally communicated.

Customer, Dealer & Internal Communication

• Serve as a professional coordination point for service-related communication with customers, dealers, distributors, technicians, service partners, and internal teams.
• Provide timely updates regarding service status, scheduling, parts availability, repair progress, customer approvals, and case resolution.
• Escalate urgent customer concerns, technical issues, pricing questions, warranty questions, or operational matters to the appropriate leader or department.
• Assist with customer escalations by gathering information, coordinating updates, and ensuring appropriate follow-up.
• Support strong customer satisfaction by maintaining clear, organized, and responsive communication.

Administrative & Cross-Functional Support

• Provide administrative support for local service and deployment operations to streamline processes and improve operational efficiency.
• Partner with Service, Technical Support, Sales, Operations, Logistics, Customer Success, Procurement, Finance, and global teams to support customer needs and business priorities.
• Assist with training coordination, service meetings, customer events, internal reporting, and process improvement projects.
• Provide feedback on recurring service issues, documentation gaps, parts delays, communication needs, and process improvements.
• Perform other related duties as assigned by management.

MINIMUM REQUIREMENTS

• Minimum of 3 years of relevant experience in service coordination, dispatch, customer service, field service administration, operations support, parts coordination, logistics support, or a related role.
• Professional experience with customer service, managing schedules, and multiple open follow-up items at the same time.
• Ability to work independently, take initiative, prioritize urgent issues, and thrive under tight deadlines with minimal supervision.
• Excellent written and verbal communication skills with a professional customer-service approach.
• Strong attention to detail and accuracy in documentation, work orders, customer records, and follow-up tasks.
• Displays positive, can-do attitude, strong willingness to learn, and motivation to grow within the role.
• Proficiency with Microsoft Office and the ability to learn CRM, service management, ticketing, ERP, inventory, or similar business systems.
• Ability to lift 60 pounds on a regular basis
• Currently authorized to work in the United States for any employer
• Successfully fulfill pre-employment onboarding requirements including background checks for criminal and motor vehicle records

PREFERRED QUALIFICATIONS

• Experience in robotics, commercial cleaning equipment, industrial equipment, automation, facility services, technical service operations, or equipment distribution.
• Experience coordinating field technicians, service engineers, dealer service teams, third-party service partners, drivers, or mobile service operations.
• Experience with project coordination, deployment coordination, logistics, inventory control, spare parts, consumables, repair quotations, warranty support, or service reporting.
• Experience supporting product demonstrations, trials, rental fleets, demo equipment, refurbishment programs, or customer-owned capital equipment.
• Familiarity with Salesforce, NetSuite, SAP, ServiceMax, Zendesk, Freshdesk, Field Service Management systems, or similar platforms.
• Associate’s or Bachelor’s degree in Business Administration, Operations, Technical Management, or related field.

TRAVEL REQUIREMENTS

• Limited travel may be required for training, company meetings, customer events, deployment support, or service-related activities.
• Most responsibilities are expected to be performed from the LionsBot USA office in New Jersey.

KEY PERFORMANCE INDICATORS

• Service request response and coordination time.
• Open service case aging and follow-up accuracy.
• Technician, dealer, and service partner scheduling effectiveness.
• Work order, service record, and documentation accuracy.
• Parts order accuracy and timely follow-up.
• Repair quotation turnaround time.
• Warranty documentation completeness and claim support accuracy.
• Demo, trial, rental, and deployment readiness support.
• Customer communication quality and responsiveness.
• Internal team satisfaction with service coordination support.

Join us and become part of an exceptional team that dares to challenge conventions, embraces innovation, and unleashes full potential.

LionsBot provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Application Question(s):

• Are you able to lift 60 pounds on a regular basis?
• Are you willing to successfully fulfill pre-employment onboarding requirements including background checks for criminal records?

Experience:

• service coordination, dispatch &/or customer service: 3 years (Required)
• managing schedules: 1 year (Preferred)
• Microsoft Office or similar business systems: 1 year (Required)

Work Location: In person