Manager, Service Coordination

As the premiere Raymond Solutions & Service Center in the Northeast, Pengate Handling Systems built a reputation based on cutting-edge innovation, quality products and outstanding service. In addition to the full line of Raymond forklifts and equipment, we offer comprehensive material handling solutions to take your day-to-day warehousing and distribution operations to a new level of performance and productivity.

Pengate Handling Systems is looking for a Manager, Service Coordination.

The Manager, Service Coordination, is responsible for overseeing service dispatchers and service coordination activities for all branch locations. This role ensures timely scheduling, accurate service order setup and execution, effective customer communication, and consistent field service workflows. All billing execution and invoicing responsibilities are explicitly excluded from this role and owned by Billing/Accounting.

What You'll Do

• Directly manage and support service dispatchers, including daily workload prioritization and issue resolution
• Actively monitor WIP and provide service reports.
• Own the service coordination lifecycle: intake, scheduling, dispatch, tracking service execution, follow-up, and work completion confirmation
• Coordinate technician scheduling and dispatch in alignment with labor plans, customer SLAs, and policy guidelines
• Monitor inbound service calls and communication channels to support escalations and urgent service needs
• Maintain high standards for customer communication, including proactive updates, follow-ups, and issue resolution
• Ensure accurate and timely service order creation, updates, notes, and close-out readiness (non-billing)
• Track service calls, response times, first-time dispatch accuracy, and service completion metrics
• Ensure documentation and records are complete, accurate, and ready for downstream billing processing
• Develop, maintain, and enforce SOPs and training materials related to dispatch and service coordination
• Identify root causes of service delays, scheduling conflicts, or execution errors and drive corrective actions
• Partner closely with Operations and Billing teams to ensure clean handoff of completed service orders
• Provide dispatcher training, coaching, and performance feedback
• Support ASEC initiatives related to service coordination and workflow alignment (excluding billing execution)
• Additional duties as required or assigned.

What You'll Need

• Minimum of 3–5 years of experience in service dispatch, service coordination, or operations support
• Minimum of 2 years of people leadership or supervisory experience preferred
• High School Diploma or equivalent required
• Associate's or bachelor's degree in business, Operations Management, Supply Chain, or a related field preferred
• Strong leadership and team management skills, with the ability to direct, coach, and support service dispatch personnel while prioritizing daily workloads and resolving operational issues.
• Comprehensive understanding of the full-service coordination lifecycle, including intake, scheduling, dispatch, tracking, follow-up, and work completion processes.
• Proven ability to coordinate technician schedules in alignment with labor plans, customer service level agreements (SLAs), and internal policy guidelines.
• Ability to manage high-volume inbound service requests, identify urgent needs, and effectively handle escalations with professionalism and urgency.
• Excellent customer communication skills, with a commitment to providing proactive updates, timely follow-ups, and effective issue resolution.
• Strong attention to detail in creating, updating, and closing service orders to ensure accuracy, completeness, and operational readiness.
• Analytical skills to monitor service metrics such as response times, dispatch accuracy, and completion rates, using data to drive performance improvements.

Benefits Of Working for Pengate Handling Systems

• Generous PTO and 8 company holidays
• Defined career progression
• Medical/dental/vision insurance – company-paid basic coverage
• 401(k) with company match

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to travel
• Must be able to continuously talk, hear and speak with good articulation and voice control.
• Must be able to work in a fast-paced environment under significant stress and meet high performance demands

Pengate Handling Systems is dedicated to being an Equal Opportunity Employer. We promote and celebrate a diverse workforce and do not tolerate any discrimination. All human relations decisions will not be based on persons' race, color, religion, sex, national original, marital status, disability, genetic information, age, veteran status, or citizenship. All potential hires are subject to pre-employment checks which include but are not limited to background checks and drug screenings. In addition, we will provide reasonable accommodations for individuals with disabilities. Should you require an accommodation in completing an application, interview, or pre-employment requirement, please reach out to our Talent Acquisition team at [email protected]