National Service Coordinator

FlexTG is the largest Brand-Neutral Managed Print Services provider with an industry-leading Nationwide footprint. We are service and solutions professionals, providing support to clients of all sizes and industries from coast to coast. Our vast support network and unique proprietary technology make us more than Best-in-Class - we're in a class of our own.

Position Summary

The National Service Coordinator supports national service operations and inter-territorial transactions (ITT) to ensure service execution, provider performance, and contract profitability. This role coordinates across internal teams and third-party providers to manage service delivery, resolve escalations, support contract administration, and maintain operational efficiency for national accounts.

The position partners with Sales, Service, Logistics, Technical Support, and external providers to support coverage, cost control, equipment accuracy, and service performance.

Essential Functions and Responsibilities

• Maintain inbound and outbound ITT agreements, including equipment delivery, installation, maintenance, and inspections; draft, review, and manage inbound (Sales Orders) and outbound contracts, maintenance agreements, and install-only agreements.
• Facilitate consistent Quarterly Business Reviews (QBRs) with providers to review performance, Service Level Agreements (SLAs), and service expectations.
• Ensure service requests, escalations, and operational tasks are completed within established service level expectations; coordinate reassignment when necessary.
• Collaborate cross-functionally with Sales, CRM, Service, Technical Support, Warehouse, Logistics, Field Service Managers, and leadership teams to support National Accounts and resolve operational issues.
• Source, onboard, and manage out-of-area (OOA) providers, dealers, and service partners to expand coverage and maintain service standards.
• Negotiate provider pricing and service agreements, and monitor ongoing contract performance to ensure service quality, cost control, and long-term profitability.
• Ensure accurate equipment records, billing codes, provider information, and technician assignments within EA (E-Automate).
• Analyze service and provider data to support decision-making, cost efficiency, and resource planning.
• Maintain operational tracking tools, reporting, SharePoint data, and provider/pricing documentation.
• Support process improvement initiatives, operational reporting, and strategic service initiatives to improve overall team performance, customer experience, and dealer opportunities
• Prioritize and manage daily workload and operational projects to support organizational goals and national account success.
• Ensure compliance with manufacturer-specific ITT program requirements.
• Maintain communication on open and unresolved cases to meet team KPIs.
• Contribute to a collaborative, professional, and team-oriented work environment.

Qualifications and Experience

Minimum Qualifications:

• High School Diploma or GED
• 2+ years of experience in service coordination, operations, logistics, dispatch, vendor management, or a related function.
• Demonstrated ability to manage multiple priorities and adapt in a fast-paced, high-volume environment.
• Strong communication, interpersonal, and negotiation skills, with the ability to coordinate effectively across internal teams and external service providers.
• Proven ability to take ownership of work, follow through on responsibilities, and deliver consistent, quality results.
• Ability to problem-solve, make decisions, and resolve issues with limited direction.
• Proficiency in Microsoft Office and experience working in systems-based environments (ERP, CRM, or service/service management platforms).

Preferred Qualifications:

• Experience in managed print, office equipment, or field service-based industries.
• Experience working with third-party service providers, vendors, or dealer networks.
• Familiarity with contract administration, service agreements, or pricing/rate management.
• Experience with E-Automate or similar service/ERP systems.

FlexTG provides equal employment opportunities to all employees and applicants for employment.  The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation and training.