Service Coordinator

EMR, a leader in commercial kitchen repair, has an opening for a Service Coordinator our Baltimore, MD commercial service location to support our field service operations by coordinating the scheduling and dispatch of commercial cooking and refrigeration service requests. This role serves as the communication hub between customers and field technicians, ensuring service calls are scheduled efficiently, resources are utilized effectively, and customers receive prompt, professional service. The Service Coordinator plays a key role in maintaining technician productivity while delivering an unmatched customer service experience.

The Service Coordinator is responsible for managing daily service scheduling, dispatching technicians based on geographic location and technical expertise, monitoring work order status, and maintaining clear communication with customers and field staff. Success in this role requires exceptional organizational skills, strong customer service, the ability to thrive in a fast-paced environment, and a genuine desire to help others with a positive, solution-oriented attitude. Office hours are Mon-Fri 8am-4:30pm. We offer competitive salary, excellent benefits, insurance starts 1st of the month after hire. 

Key Responsibilities

• Answer incoming customer calls promptly and professionally while delivering exceptional customer service.
• Schedule and dispatch service calls efficiently by matching technician availability, geographic location, and technical expertise.
• Coordinate preventive maintenance, shop repairs, and after-hours service requests to ensure timely response and completion.
• Monitor technician schedules, work order status, and dispatch priorities to maximize productivity and maintain service standards.
• Maintain accurate scheduling records and updates within the company's service management system.
• Communicate effectively with customers, technicians, and internal departments to ensure timely and efficient service delivery.
• Perform other administrative and operational duties as assigned in support of the Service Department.

Qualifications

• Strong customer service skills with a positive, "How can I help?" attitude.
• Excellent communication, organizational, and computer skills.
• Ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
• Working knowledge of the local metropolitan service area.
• Ability to learn and effectively utilize the company's dispatch and service management software.
• Understanding of technician skill sets and the ability to coordinate resources efficiently.
• Strong attention to detail and ability to maintain accurate records.
• Mechanical aptitude or familiarity with commercial service operations is preferred.
• Ability to remain calm, organized, and effective while working under pressure.

Position Benefits:

• Excellent salary & benefits - paid vacation, 401K (discretionary company match).
• Luminare Insurance (Cigna network)—4 P.P.O. plans offered. 

 PPO H.S.A Catastrophic plan (higher deductible, lower premium)

PPO H.S.A plan (high deductible, low premium)

 Mid. PPO plan (lower deductible, mid range premium)

 High PPO plan (higher premium, co-pay only/no deductible)

• 4 coverage levels for insurance: Employee, Employee + Spouse, Employee + Children, and Family coverage. 
• Prescription plan included in the medical insurance.
• Two Dental Plans. 
• Two Vision Plans. 
• Identity theft protection & legal advice through ID Shield.
• Short Term & Long Term Disability Insurance –EMR pays 100%.
• Term Life Insurance –$15k Company paid, with the option to buy additional coverage.
• All Insurance coverage begins the first of the month after hire date.
• 401K—immediate auto enroll at 5% in addition to discretionary company match. 
• 100% Tuition Reimbursement- eligibility begins after 1 year of employment & classes must be at least 50% job related material.
• Opportunity for additional income: Profit sharing bonus, referral bonus for hard-to-fill positions.
• Ongoing training provided.

Paid Leave:

• 17 days PTO accrual per year – 1st year is prorated.
• 3 days paid Jury Duty.
• 3 days Funeral leave. 
• 8 holidays & 2 floating holidays per year. 
• Paid Wellness day (paid day off to attend annual wellness physical)

EMR is an equal opportunity employer and does not discriminate in its selection and employment practices on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity or expression, pregnancy, marital status, disability status, genetic information, age, protected veteran status, membership in an employee organization, or other non-merit factors.