Service Operations Coordinator
At Facility Door Solutions, our mission is simple: to make a meaningful difference for those we serve, stand out in the lives we touch, and operate with integrity and generosity in everything we do.
We are a progressive, full-service commercial door and overhead business based in Lewiston, Maine, with a vibrant, growth-oriented culture. As we expand our operations, we are seeking a Service Operations Coordinator to join our team. This role will play a crucial part in scheduling service work and supporting customer service efforts, helping us achieve optimal scheduling and customer satisfaction goals. We specialize in inspecting, repairing, and maintaining commercial doors using the latest technology and industry-leading practices, delivering reliable, high-quality solutions tailored to each customer's needs.
The Role
The Service Operations Coordinator plays a central role in our service operation. This is not a traditional dispatcher position. It requires critical thinking, proactive planning, and confident decision-making in a fast-moving environment.
You will triage service requests, anticipate job requirements, coordinate across technicians and trade partners, and manage emergency and after-hours situations, often balancing urgency, logistics, and technician availability in real time.
If you thrive in high-pressure environments, enjoy solving operational puzzles, and can navigate conflict professionally, this role offers impact, autonomy, and growth.
What You'll Do
- Triage and prioritize incoming service calls, including emergency requests
- Assessing job needs proactively, identifying when coordination with electricians, access control partners, lifts, or other resources are required
- Schedule and dispatch technicians based on urgency, skill set, geography, and availability
- Manage after-hours and emergency calls, including requesting technician support when needed and handling pushback professionally
- Anticipate and prevent scheduling breakdowns by identifying risks before they become service failures
- Serve as a primary point of communication between customers, technicians, and internal stakeholders
- Document detailed call notes in the system, including decisions made, commitments, and next steps
- Maintain a calm, organized, and solution-oriented presence in high-pressure situations
- Support customer relationships while setting clear expectations and boundaries
What We're Looking For
- Strong critical thinking and situational judgment
- Proven ability to be proactive, not reactive
- Experience coordinating field service, dispatch, facilities, property management, trades, or similar operations
- Comfortable managing conflict and influencing technicians without formal authority
- Highly organized and detail-oriented, especially with documentation and systems
- Excellent verbal and written communication skills
- Ability to remain composed and decisive during emergencies
- Willingness to participate in after-hours/on-call coverage as needed
Why Join Us?
- Growth Opportunity: Be part of a fast-growing company with a clear path to advancement.
- Impactful Work: Your contributions will directly affect customer satisfaction and revenue growth.
- Innovative Culture: Join a progressive team that values innovation, accountability, and continuous improvement.
- Compensation and Benefits package: Salary range of $65K-$80K, robust benefits and 401K.
