Service Center Coordinator

About Us

Hydrafacial is a global category-creating company focused on bringing innovative products to market and delivering beauty health experiences by reinventing our consumer’s relationship with their skin, their bodies and their self-confidence.

Every person here is a key player in our success.  We are firm believers in making the little things count each day so the big things will follow. If this sounds like you, come check us out! This is the perfect opportunity to work with some of the best leaders in the industry while you gain the global and strategic experience to add to your professional toolbox.

Job Description:

The Service Center Coordinator will work with internal and external customers on technical issues
 

What you’ll do:

Primary Responsibilities:

• Analyze service data (e.g., work orders, KPIs, completion times, parts usage) to generate actionable insights. Share findings with cross-functional teams and stakeholders to improve scheduling, reduce costs, and enhance overall performance.

• Review service data (work orders, completion times, parts usage) to optimize travel scheduling.

• Collaborate with cross-functional teams (Field Service Manager, Dispatch, Tech Support) to integrate findings into strategic planning and process improvements.

• Prepare and distribute reports that highlight key performance metrics, service center trends, and data-driven recommendations to improve scheduling, reduce costs, and boost overall efficiency.

• Fully manage the RMA reporting process, ensuring accurate, timely completion in line with company guidelines.

• Act as the main liaison for FSTs, coordinating schedules, parts, and work orders, and supporting reporting needs through data collection and organization.

• Lead ad-hoc Service Center projects while balancing travel coordination responsibilities and adapting to shifting priorities.

• Plan and manage all technician travel (flights, hotels, ground transport), ensuring alignment with service schedules and compliance with company policies.

• Create and distribute detailed itineraries; promptly communicate any changes to ensure technicians have accurate, real-time travel updates.

• Coordinate with dispatch and field managers to optimize travel around service appointments, maintaining organized records of all arrangements.

• Serve as the first point of contact for urgent travel disruptions such as delays or cancellations.

• Quickly arrange alternative travel solutions and adjust itineraries to minimize downtime.

• Provide real-time support to traveling technicians and Service Center staff, offering updates, clarifications, and issue resolution as needed.

• Create, update, and distribute detailed travel itineraries; maintain accurate records of travel bookings and related expenses.

• Performs other duties as assigned.

What you need to know: 

Experience/Skills/Education: 

Required: 

• High school diploma or GED required 

• 3-5 years in a call center, service center, or technical support environment 

• Dedicated to delivering excellent customer experiences 

• Familiarity with basic troubleshooting concepts, ticketing systems, or other support software  

• Strong oral and written communication abilities 

• Proven track record of collaborating effectively, while also working independently 

• Able to lift up to 30 lbs. occasionally 

• Intermediate skills in Excel and Smartsheet (including Pivot Tables, V-lookups, Graphs, and Pie Charts) 

• Openness to variable shifts, weekend work, or on-call availability as needed by the service center’s operational demands.