Position Summary

The Service Coordinator is responsible for coordinating the daily flow of TSI’s service operations, from the initial customer call through dispatch, parts and equipment coordination, subcontractor management, invoicing, and closeout. This position serves as a central point of communication for customers, technicians, subcontractors, vendors, and internal teams and helps ensure that service requests are handled promptly, accurately, and professionally.

A primary focus of this role is learning the nature of incoming service calls, determining the appropriate next step, and coordinating resources effectively. The Service Coordinator will also provide dedicated oversight of out-of-state service work, including subcontractor communication, schedule follow-up, customer updates, and documentation.

Essential Responsibilities

Customer Calls and Service Intake

• Answer incoming telephone calls promptly and professionally and return all missed calls in a timely manner.
• Gather accurate information regarding the customer’s issue, location, urgency, system type, and requested service.
• Learn to identify common service-call types and determine the most effective method for routing, scheduling, or escalating each request.
• Create, update, and maintain complete service records so technicians and internal teams have the information needed to respond effectively.
• Provide customers with timely updates and maintain clear communication from initial intake through service completion.

Service Dispatch and Scheduling

• Dispatch and coordinate in-state and out-of-state service calls based on customer priority, technician availability, required skill set, travel considerations, and contractual requirements.
• Coordinate with TSI technicians, Service leadership, Project Managers, customers, and other internal departments to confirm schedules and access requirements.
• Monitor open calls, follow up on outstanding work, and escalate schedule conflicts, delays, or customer-impacting issues as needed.
• Confirm that service documentation, labor entries, parts usage, and completion notes are accurate before a call is closed or submitted for invoicing.

Out-of-State Service and Subcontractor Management

• Identify, schedule, and coordinate qualified subcontractors for out-of-state service calls.
• Communicate the scope of work, site requirements, schedule expectations, customer contacts, documentation standards, and closeout requirements to subcontractors.
• Maintain consistent communication between subcontractors and customers before, during, and after service visits.
• Track subcontractor acceptance, arrival, progress, findings, return trips, parts needs, service reports, and completion status.
• Review subcontractor documentation and charges for completeness and accuracy and escalate scope or cost concerns before additional work is authorized.
• Develop reliable working relationships with national service partners while protecting TSI’s customer experience and service standards.

Service Grid Management

• Manage and maintain the Service Grid, including labor, parts, equipment, service status, scheduling information, and customer notes.
• Review entries for accuracy and completeness and correct missing, duplicated, or inaccurate information.
• Use the Service Grid to identify open items, required follow-up, billing readiness, parts needs, and aging service calls.
• Coordinate with Service leadership to improve data quality and ensure the grid reflects current operational status.

Equipment Repairs, Parts, and Shipping

• Coordinate DT equipment repairs, including documenting issues, obtaining required information, packaging and shipping equipment, tracking repair status, and organizing the return of repaired items.
• Coordinate shipping for service equipment, repair items, and parts-only requests; this responsibility does not include large installation shipments unless specifically assigned.
• Process additional shipping requests as directed by management, including requests assigned by Bob or other authorized leaders.
• Maintain shipping records, tracking details, repair documentation, and communication with customers, technicians, vendors, and internal teams.
• Verify that required parts and equipment are available and routed to the correct site before scheduled service when possible.

Music System Support

• Provide first-level troubleshooting for customer music players and related devices.
• Process station-change requests and coordinate device cancellations.
• Document customer requests, actions taken, device details, and resolution status.
• Escalate unresolved technical or account issues to the appropriate internal resource or vendor.

Invoicing and Administrative Closeout

• Prepare and process invoices for equipment repairs, parts-only orders, and in-state and out-of-state service work.
• Prepare installation invoices only when specifically requested.
• Verify labor, parts, freight, subcontractor costs, service documentation, purchase orders, and customer billing requirements before invoicing.
• Resolve incomplete or inconsistent billing information by coordinating with technicians, subcontractors, Project Managers, Accounting, and Service leadership.
• Maintain organized records supporting service completion, invoice accuracy, and customer inquiries.

Sales Support

• Respond to customer requests for headset equipment and related products.
• Prepare or coordinate pricing, confirm product requirements and availability, and support order fulfillment.
• Maintain accurate documentation of customer requests, quoted equipment, orders, shipping, and invoicing.

Priority Areas of Support

The position will initially place additional emphasis on the following areas:

• Phone coordination: Learn the types of calls TSI receives, gather the correct information, determine ownership, and coordinate each request through the most effective path.
• Out-of-state service: Provide structured oversight of subcontractors and maintain consistent communication between TSI, the service provider, and the customer until the work is complete.

Required Qualifications

• High school diploma or equivalent; additional education in business, operations, customer service, or a related field is preferred.
• Two or more years of experience in service coordination, dispatch, customer service, field-service administration, or a similar role is preferred.
• Strong telephone communication, customer-service, organization, and follow-through skills.
• Ability to manage multiple service requests, changing priorities, and time-sensitive customer needs without losing attention to detail.
• Ability to communicate effectively with customers, technicians, subcontractors, vendors, and employees at all levels of the organization.
• Working knowledge of Microsoft Office and the ability to learn TSI’s service-management, ERP, shipping, and customer-account systems.
• Ability to review service documentation, labor, parts, costs, and invoicing details for accuracy.
• Professional judgment and the ability to recognize when an issue requires escalation or management approval.

Preferred Knowledge and Experience

• Experience coordinating field technicians or third-party service subcontractors across multiple states.
• Experience with low-voltage, audio visual, security, communication, background-music, or other technology-service environments.
• Experience with service dispatch software, ERP systems, work-order tracking, shipping platforms, and invoice preparation.
• Familiarity with purchase orders, service reports, parts tracking, freight, and subcontractor documentation.

Core Competencies

Customer focus and professional communication; ownership, responsiveness, and follow-through; prioritization and service-call triage; scheduling and resource coordination; subcontractor and vendor management; accuracy in documentation and invoicing; problem solving and appropriate escalation; and teamwork across Operations, Service, Accounting, Purchasing, Sales, and Project Management.

Work Environment and Physical Requirements

This position is primarily office-based and requires frequent telephone and computer use. The employee must be able to communicate clearly, manage digital records, and occasionally handle, package, or coordinate the shipment of service parts and equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Equal Employment Opportunity

TSI Global Companies, LLC is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.