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Service Operations Project & Network Coordinator
CoatsLaVergne, TN, United Statesfull_timeVerifiedPosted 16 Jun 2026
About the role
The Service Operations Project & Network Coordinator is responsible for end-to-end project management of consultative and complex equipment installations across the Coats direct service technician network and third-party independent installer network in the US. This role serves as the central coordination hub among customers, factory operations, field technicians, and internal stakeholders — ensuring installations and repairs are executed on time, on budget, and to the highest standard of customer satisfaction. The coordinator also plays a key role in growing and managing the national third-party installer network, maintaining dispatch system integrity, and supporting broader service network performance.
I. Project Management – Consultative & Complex Equipment Installation
Scope of Equipment:- Vehicle lifts
- Air compressors
- Wheel alignment systems
- Digital Vehicle Inspection (DVI) systems
- Own the installation lifecycle from order acknowledgement through final customer satisfaction follow-up.
- Coordinate with internal and external factory partners to confirm equipment availability, production timelines, and delivery scheduling.
- Schedule and coordinate pre-installation site inspection appointments between the Coats service technician or third-party installer and the end customer (repair facility).
- Enter work orders for pre-installation site inspections within the dispatch system to capture pertinent installation parameters and quote inputs.
- Develop accurate customer installation quotes based on site inspection findings; submit for internal approval and secure customer sign-off.
- Input and manage installation work orders in the dispatch system upon customer approval.
- Coordinate equipment delivery logistics with the assigned installer to ensure readiness on the scheduled installation date.
- Invoice customers upon installation completion; reconcile any billing discrepancies.
- Conduct post-installation follow-up with end customers (repair facilities) to confirm satisfaction and address any outstanding concerns.
- Actively monitor open installation and repair statuses; intervene proactively to resolve delays and expedite service timelines.
- Maintain consistent, transparent communication with end customers throughout the installation process, providing timely status updates.
- Identify, escalate, and resolve installation-related issues and customer concerns as they arise.
II. Third-Party Installer Network Development & Management
- Build and cultivate productive working relationships with existing and prospective third-party independent installers in support of the Equipment Business Development Executive and the build-out of a national installer network.
- Manage and enforce contract and service agreements with third-party installers, ensuring compliance with Coats standards, quality expectations, and service-level commitments.
- Administer warranty claims for outside-supplied products; work directly with vendors to process labor and parts warranty credits accurately and efficiently.
- Evaluate installer performance and provide feedback to support continuous improvement and network quality standards.
- Identify geographic coverage gaps in the installer network and support targeted recruitment of qualified independents to fill those gaps.
- Maintain an up-to-date directory of network installers, including certifications, coverage areas, and service capabilities.
III. Service Network Support
- Provide technical and administrative support to both the third-party independent installer network and the direct Coats Service Technician Network.
- Create, track, and close Customer Support Requests (CSRs); ensure timely resolution and accurate documentation.
- Collaborate with the Technical Su
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