Job Description

Service Operations Coordinator

Location: San Leandro, CA

Job Type: Full-Time

Position Type: Service Operations

Pay: $28.00–$38.00 per hour, based on experience

Travel: Up to 25%

Reports To: Branch Manager

About the Role

MSHS Pacific Power Group is looking for a highly organized, detail-oriented, and proactive Service Operations Coordinator to support the day-to-day coordination and execution of our service operations activities. This role plays an important part in keeping service teams, technicians, customers, and internal stakeholders aligned while ensuring service requests, work orders, schedules, documentation, and reporting are managed accurately and efficiently.

The Service Operations Coordinator will support the full service lifecycle—from initial service request and scheduling through work order processing, technician coordination, customer follow-up, invoicing support, and service closeout. This position works closely with service managers, technicians, customer support, operations, finance, vendors, and other cross-functional teams to keep service workflows moving and proactively address issues that could impact customers or operations.

The ideal candidate is an organized problem-solver who takes ownership of their work, communicates effectively, manages multiple priorities, and enjoys finding ways to make processes more efficient.

What You'll Do

Service Documentation & Work Order Management

• Coordinate and maintain service documentation, including work orders, service logs, technician schedules, and service activity reports.
• Prepare, review, and distribute service communications, customer updates, and operational documentation.
• Maintain accurate service information, files, and records within company systems and databases.
• Track service request status, technician assignments, customer invoicing, parts usage, and required documentation across multiple service teams.
• Ensure work orders and service records are complete, accurate, and processed in a timely manner.
• Maintain accurate schedules, action items, milestones, vendor information, and other operational records.

Team Support & Operational Coordination

• Provide day-to-day coordination and support to technicians, service teams, customer service, and internal stakeholders.
• Proactively coordinate across service managers, technicians, operations, vendors, customers, and other stakeholders to ensure priorities and timelines are clearly understood.
• Communicate service status, customer requirements, technician availability, resource needs, risks, and changing priorities.
• Coordinate onboarding activities for new service team members, including system access, service tools, and workflow orientation.
• Identify and help resolve scheduling conflicts, documentation gaps, communication delays, and workflow issues, escalating complex matters when appropriate.
• Follow through on action items and commitments to ensure tasks and service activities are completed as planned.

Audit Support & Compliance

• Prepare schedules, documentation, and supporting information for internal and external audits related to service operations, compliance, and financial controls.
• Coordinate with auditors, service leadership, finance, and compliance stakeholders as needed.
• Monitor service processes for potential compliance or documentation gaps and recommend corrective actions.
• Stay informed of company policies, service standards, and operational requirements that impact service activities.

Operational & Reporting Support

• Support monthly, quarterly, and service-specific reporting, including service dashboards, technician performance reports, and cost analyses.
• Coordinate service scheduling, dispatching, work order verification, customer follow-up, and service closeout activities.
• Maintain accurate service calendars, workflows, technician schedules, and process documentation.
• Partner with cross-functional teams to ensure service requirements are incorporated into projects, customer initiatives, and operational planning.
• Help track service activities and provide visibility into workload, priorities, resources, and operational performance.
• Monitor deadlines, milestones, and action items to ensure commitments are driven through completion.

Process Improvement & Systems Optimization

• Identify opportunities to improve service processes, tools, reporting, and workflows.
• Use service management software, ERP systems, dashboards, reporting tools, and automation to improve efficiency, accuracy, and visibility.
• Support system enhancements, integrations, and workflow improvements.
• Help develop standardized service practices, communication procedures, and operational best practices.
• Document lessons learned and contribute to continuous improvement initiatives.
• Look for opportunities to improve how information is organized, communicated, tracked, and shared across the service organization.

What We're Looking For

Education & Experience

• 3–7 years of experience in service operations, service coordination, customer support, operations, or a related field.
• Experience with service management software, ERP systems, dispatching tools, or service documentation platforms preferred.
• Experience supporting audits, compliance activities, or regulatory processes is a plus.
• Experience working in a technical service, industrial, marine, power generation, manufacturing, or similar environment is a plus.

Technical & Business Skills

• Strong understanding of service operations, work order management, scheduling, and service documentation.
• Proficiency with ERP systems, service management software, reporting tools, analytics dashboards, and Microsoft Office.
• Ability to understand and interpret service requirements, customer documentation, operational priorities, and company procedures.
• Strong analytical and organizational skills with the ability to manage multiple workflows and competing priorities.
• Ability to identify issues, determine appropriate next steps, and follow through to resolution.

Required Competencies

Strong Organization & Attention to Detail

Must accurately manage project and service documentation, schedules, action items, milestones, vendor information, and multiple concurrent priorities. The successful candidate must be highly organized and able to maintain accuracy while managing a high volume of information and activities.

Ownership, Communication & Coordination

Must proactively coordinate across project managers, technical teams, operations, vendors, and other stakeholders. Clearly communicates timelines, resource needs, risks, priorities, and changes while maintaining strong follow-through.

Problem-Solving & Follow-Through

Must be able to identify and resolve scheduling, documentation, communication, and workflow issues. Knows when to escalate issues, takes appropriate action, and ensures tasks, commitments, and project milestones are driven through completion.

Preferred Attributes

Systems & Technology Savvy

Comfortable learning and using new software, ERP systems, dashboards, reporting tools, and automation. This is especially valuable as we continue building more standardized processes and improving visibility across our service operations.

Continuous Improvement Mindset

Looks beyond simply completing assigned tasks and identifies opportunities to improve workflows, documentation, communication, and overall operational efficiency.

Adaptability & Learning Agility

Able to manage changing priorities, multiple projects, deadlines, and periods of increased workload while quickly learning new processes, systems, and operational requirements.

Core Competencies

• Strong attention to detail and commitment to accuracy.
• Excellent organization and time-management skills.
• Strong problem-solving and analytical abilities.
• Customer-focused approach to service operations.
• Ability to manage multiple deadlines, priorities, and concurrent projects.
• Clear and professional communication with technicians, customers, managers, vendors, and cross-functional partners.
• Strong follow-through and accountability.
• Integrity, confidentiality, and sound judgment.
• Ability to work effectively both independently and as part of a team.
• Ability to build productive working relationships across departments and organizational levels.

Physical & Work Requirements

• Ability to work in an office, or hybrid environment as required.
• Ability to travel up to 25% as needed for training.
• Ability to work effectively during periods of increased workload, including peak service periods, audits, and major organizational initiatives.
• Ability to communicate effectively with technicians and other employees working in field and operational environments.

Why This Role Matters

The Service Operations Coordinator helps ensure our service organization operates efficiently, accurately, and consistently. By coordinating technicians, customers, work orders, schedules, documentation, and service processes, this role helps our teams deliver exceptional service and maintain strong customer relationships.

This is an excellent opportunity for an organized operations professional who enjoys coordinating people and processes, solving problems, working with systems, and improving how things get done.

About MSHS Pacific Power Group

MSHS Pacific Power Group is a leading provider of marine and power generation solutions, supporting customers with engine, power generation, propulsion, controls, parts, service, and technical expertise. Our teams work together to keep critical equipment operating safely, reliably, and efficiently.

We are committed to building a team of talented professionals who take pride in their work, support one another, and deliver outstanding service to our customers.

Benefits

MSHS Pacific Power Group offers a comprehensive benefits package that may include:

• Medical Insurance through UnitedHealthcare Surest
• HSA and FSA options
• Dental and Vision Insurance
• 401(k) Retirement Savings Plan
• Paid Time Off (PTO)
• Paid Holidays
• Life Insurance
• Disability Insurance
• Employee Assistance Program (EAP)
• Additional voluntary benefits

Benefits are subject to plan eligibility, applicable waiting periods, and the terms and conditions of the applicable benefit plans. MSHS PPG reserves the right to modify or discontinue benefit plans at any time.

Equal Opportunity Employer

MSHS PPG is an Equal Opportunity Employer. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, military or veteran status, or any other characteristic protected by applicable federal, state, or local laws.

Drug-Free Workplace

MSHS PPG is a Drug-Free Workplace. All offers of employment are contingent on successful completion of a drug and alcohol screening, which may include testing for marijuana in compliance with applicable federal regulations and relevant state labor laws. We understand that marijuana laws vary by state, and our testing policies are designed to ensure compliance with both federal and state requirements where applicable.