SERVICE SM ADMINISTRATOR

Job #: 5063 Job Title: SCHEDULED MAINTENANCE

COORDINATOR

FLSA status: Non-Exempt Department: Service

Reports to: Service Manager Date: October 2026

Position summary: Coordinate scheduled maintenance and service workflow while supporting customers

and internal Wolter associates with warranty administration, new equipment registration, service

documentation, and timely follow-through on service requests.

General Purpose: Maintain accurate maintenance schedules and service records; help ensure scheduled

maintenance commitments are met; and provide consistent customer communication, service coordination,

and administrative support.

Role qualifications:

• Partner effectively with service personnel, technicians, Parts, and other internal teams to support

workflow.

• Maintain exceptional attention to detail, organization, and accuracy in documentation and system

records.

• Demonstrate professional, responsive customer service and follow through on open requests.

Position responsibilities:

• Scheduled maintenance coordination: Review upcoming maintenance requirements; create monthly SM

schedules and related service jobs by established deadlines; maintain accurate SM contracts and

records; coordinate maintenance appointments and keep customers informed of scheduling changes.

• Service scheduling and dispatch: Assist in monitoring regional service dispatch workflow and job

progress; schedule and dispatch assigned field service technicians as needed; provide backup dispatch

and technician assistance.

• Service job creation and closeout: Create repair orders for maintenance, new service requests, and

warranty-related work; review open order analysis weekly; coordinate timely job completion, closeout,

and invoicing; provide work-order closeout backup.

• Warranty claim administration: Review warranty documentation for completeness and accuracy; follow

manufacturer-specific processes and authorization requirements; assist with claims submissions;

monitor outstanding or rejected claims; resolve documentation discrepancies with service personnel

and escalate concerns appropriately.

• New equipment registration: Register newly purchased equipment with applicable manufacturers within

required timeframes; verify successful registration; maintain supporting records and correct issues that

could affect warranty coverage.

• Customer and internal communications: Respond to calls and service inquiries from customers,

technicians, vendors, and Wolter associates; direct requests to appropriate personnel and follow up on

unresolved issues.

• Parts and vendor coordination: Coordinate parts needs with the Parts department; issue non-parts

vendor purchase orders as required; expedite outstanding purchases; and process and post outside

repair invoices.

• Records, trackers, and system accuracy: Maintain accurate electronic and physical customer, service,

warranty, and maintenance records; update customer-specific maintenance trackers daily for equipment

uptime, service activity, and work-order completion; enter and maintain data in FieldServio or

designated service systems.

• Administrative support: Support service reporting, data entry, projects requested by the Service

Manager, and related department responsibilities as assigned.

Essential skills and experience:

• Ability to organize multiple priorities, meet deadlines, and work independently while collaborating with

others.

• Excellent telephone etiquette, customer service, and written and verbal communication.

• Strong computer skills, including Microsoft Outlook, Excel, Word, and FieldServio or similar service

management software.

• Ability to interpret manufacturer-specific procedures, identify discrepancies, and escalate issues

appropriately.

• Commitment to Wolter’s company vision, mission, and policies.

• High school diploma or GED.

Preferred qualifications and experience:

• Experience in customer service, dispatch, service coordination, warranty administration, or similar

administrative roles.

• Familiarity with service work orders, equipment maintenance schedules, material handling equipment, or

other areas of Wolter’s business.

• Ability and interest to develop into a potential dispatch lead or supervisory role.

Reporting to this position: None.

Physical demands and work environment:

The physical demands and work environment described here are representative of those required to perform

the essential functions of the position. Reasonable accommodations may be made to enable individuals with

disabilities to perform these functions.

• Physical demands: Frequently sit, talk, listen, and use hands for computer and office equipment;

occasionally stand, walk, and lift and/or move up to 30 pounds. Required vision abilities include close,

distance, color, peripheral, depth perception, and focus adjustment.

• Work environment: Typically moderate office noise with occasional exposure to noisier shop

environments. Wear appropriate Personal Protective Equipment (PPE) when required.

General sign-off: The employee is expected to adhere to all company policies and act as a role model in

following them.

Equal Opportunity Employer

We are committed to creating a diverse and inclusive workplace and encouraging qualified candidates from all backgrounds to apply.

Note: This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

Employment is at-will and may be terminated by either the employee or the employer at any time, with or without notice or cause.