Fast Facts

The Service Coordinator at Meteor is responsible for overseeing service issue management, improving service quality, and enhancing customer satisfaction while working closely with various teams and vendors in a remote capacity.

Responsibilities: Manage service issues, implement service protocols, communicate with vendors, and provide detailed service reports.

Skills: Strong understanding of project management principles, excellent communication, organizational skills, and analytical abilities. Experience with Salesforce and NetSuite is preferred.

Qualifications: Associate degree or equivalent professional experience required; Bachelor’s degree preferred. 2-5 years of experience in service coordination or related operations roles.

Location: Remote (US Only)

Compensation: $55000 - $60000 / Annually

JOB TITLE: Service Coordinator

DEPARTMENT: Supply Chain

REPORTS TO: Director of Strategic Sourcing

FLSA STATUS: Exempt

JOB TYPE: Full Time

LOCATION: Remote (US Only)

COMPENSATION: $55k-$60k ANNUALLY

CONFLICT OF INTEREST POLICY

At Meteor, integrity and transparency are paramount in all our operations and interactions. To avoid any potential conflicts of interest and maintain the trust of our public customers, we regret that we cannot consider applications from individuals who are currently employed by organizations that are customers of Meteor, where they hold positions that could influence the purchasing decisions regarding our products or services. This policy ensures fairness and impartiality in our hiring process and customer interactions.

If you fall under this category, we appreciate your understanding and encourage your continued support as a valued customer.

SUMMARY OF POSITION

The Service Coordinator is responsible for managing the collection, processing, tracking, and resolution of all service issues related to project execution across the company. This includes coordinating with Project Managers, Ops Leads, Studio Teams, and vendors to improve response time and overall service quality. The NSM also plays a key role in vendor communication, issue analysis, and service reporting to help reduce resolution timelines and enhance customer satisfaction.

ESSENTIAL RESPONSIBILITIES

Responsibilities include issuing purchase orders, training in service process, and sending weekly progress reports to Studios that detail open service requests. Reports also reflect the percentage of service over 30 days. The NSM is selected by, and reports to the Managing Director Operations and Fast Team.

Processing Service Issues

• Develop, implement, and manage standard procedures for receiving, tracking, and evaluating service requests from internal and external stakeholders.
• Ensure that service requests from Project Managers, Sales, and customers are processed accurately and within company service standards.
• Notify manufacturers of product defects/damages and secure timely delivery of replacement parts or units.
• Oversee service system workflows and ensure consistent execution by team members.
• Train team members on service protocols and proper documentation methods.

Managing Service

• Monitor the national status of all open service issues and communicate regular updates to Studio Teams and Direct Managers.
• Maintain an updated companywide service log to provide visibility across all open projects.
• Continuously improve the service resolution system to increase efficiency and reduce average resolution times.
• Work with internal teams to ensure freight claims are submitted within required carrier deadlines (when applicable to service).

Information Collection & Analysis

• Compile service-related data from vendors, Project Managers, and internal teams.
• Identify trends and patterns in recurring issues and escalate findings to reduce future occurrences.
• Create and distribute a weekly service report summarizing:
• Open service issues
• Percentage of service issues open over 30 days
• Studio-specific accomplishments and progress
• Train internal stakeholders on utilizing service resources and reporting tools.

Vendor Communication

• Serve as the primary contact for vendors on service-related matters.
• Gather vendor-specific service information, such as warranty terms, policies, and expected lead times.
• Communicate trends and service feedback to vendors.
• Negotiate replacement products or parts in applicable situations and escalate issues where necessary.
• Associate degree or equivalent professional experience required; Bachelor’s degree preferred.
• Strong understanding of project management principles including:
• Scope, scheduling, logistics, risk management, order management, and project administration.
• 2–5 years of experience in service coordination, vendor management, or related operations roles.
• Experience with Salesforce and NetSuite preferred.
• Excellent interpersonal and communication skills, both written and verbal.
• Highly organized, detail-oriented, and capable of handling multiple priorities in a fast-paced environment.
• Strong analytical and critical thinking skills.
• Medical, Dental, Vision
• Basic Life AD&D (100% employer paid)
• Short Term Disability (100% employer paid)
• Long Term Disability (Not employer paid)
• 401(k) + matching
• Supplemental Insurance
• Flexible Spending Account
• Paid Time Off
• Paid Parental Leave (8 weeks)
• 2 Volunteer Days
• 9 Company Paid Holidays
• Primary Caregiver Leave (40 hours)
• Employee advocates serving to sustain employee wellness in the workplace