Customer Services Coordinator

The Customer Service Department has an opening for a Services Coordinator.

Job Summary: The Services Coordinator is the operational engine behind KIOSKs field service

delivery. Working with the Sr. Services Manager, this role ensures our high-value

customers receive white-glove service across all installations, site surveys, and

preventative maintenance (PM) cycles.

This is a high-impact, mid-level role for a logistics professional who thrives in

ambiguous situations someone who can navigate complex international vendor

relationships after hours, reconcile financial discrepancies in out-of-scope (OOS)

billing, and remain completely unflappable when deployment timelines get tight.

Key Responsibilities:

1. Field Service Execution & Program Management:

• Operational Lead: Coordinate and drive the execution of hardware

installations, site surveys, and preventative maintenance for VIP accounts.

• Vendor Orchestration: Manage communication and scheduling with a

network of international vendors, including after-hours support to ensure

global projects remain on track across multiple time zones.

• Customer Touchpoint: Serve as a key operational contact for customer

project teams, ensuring status updates are clear, professional, and timely.

This includes participating in and leading customer meetings.

2. OOS Composition & Financial Integrity:

• Ticket Auditing: Identify and investigate Out of Scope (OOS) service tickets.

• Categorization: Properly classify hardware vs. software failures to ensure

data integrity for root-cause analysis.

• Financial Reconciliation: Partner closely with the Finance department to

track OOS work from identification to close-out, ensuring KIOSK is accurately

compensated for extra-contractual labor.

3. Performance & Quality Control:

• Vendor Accountability: Monitor vendor performance against Service Level

Agreements (SLAs).

• PM Tracking: Maintain a relentless focus on Preventative Maintenance

completion rates to minimize downtime for high-value kiosks.

4. Invoice Review & Approval:

• Review, audit, and approve vendor invoices for field service, installations,

projects, repairs, storage, logistics, and other managed service activities.

• Validate invoice accuracy by reconciling work orders, service tickets, and

contractual pricing prior to payment approval.

• Investigate and resolve billing discrepancies

• Ensure compliance with contractual terms, service level agreements (SLAs),

and internal financial controls.

• Monitor operational spending, identify cost-saving opportunities, and

support budget forecasting through invoice and vendor spend analysis.

• Maintain accurate documentation and audit trails for invoice approvals and

financial reporting.

• Collaborate with project managers and field service teams to verify

completed work and ensure accurate vendor billing.

Qualifications:

• Bachelors degree or equivalent professional experience demonstrating high

organizational and analytical skills

• 35 years of mid-level experience in field services, deployment coordination, or

complex logistics management

• Power-user proficiency in Salesforce CRM and Microsoft Excel

• Demonstrated ability to manage international vendor relationships and

coordinate across multiple time zones

• Sufficient technical literacy to communicate effectively with field technicians and

accurately categorize equipment failures (hardware vs. software)

Skills and Competencies:

• Unflappable mindset: calm, focused, and solution-oriented under pressure and

shifting priorities

• Auditors eye for detail with a relentless follow-up approach to ticket tracking

and financial reconciliation

• Strong organizational and time-management skills with the ability to manage

multiple active projects simultaneously

• Clear and professional written and verbal communication skills for customer facing

and cross-functional collaboration

• Problem-solving mindset with demonstrated ability to navigate grey areas and

ambiguous vendor/customer situations

Performance Metrics (KPIs):

• PM Completion Rate: Ensuring 100% of preventative maintenance cycles are

completed on time.

• OOS Recovery: Maximizing the identification and successful billing of out-of-scope

work.

• Customer Satisfaction: Maintaining high service quality scores for our top-tier

clients.

• Vendor Performance: High reliability and responsiveness from our international

Partners.