[Hiring] Service Delivery Coordinator @Pearce Services

Role Description

The Service Delivery Coordinator serves as a key liaison between customers, internal teams, and business development partners. This individual ensures post-sale excellence by driving customer satisfaction, service coordination, and strategic process oversight. This role bridges the gap between customer needs and company goals—managing both day-to-day customer operations and broader success initiatives. The Service Delivery Coordinator ensures timely, quality service delivery while contributing to continuous improvement in the customer experience lifecycle.

Core Responsibilities

• Customer Relationship Management
  • Serve as the main point of contact for assigned accounts, handling all post-sale support and service needs.
  • Lead customer onboarding activities including kick-off meetings, site and equipment creation, and work order setup.
  • Manage incoming customer requests, coordinate field service response, and maintain regular communication with Field Operations.
  • Proactively follow up on work orders, ensuring any remedial actions are completed and reports are submitted to customers.
• Contracts & Work Order Setup
  • Collaborate with BDRs, BDMs, and Sales Reps to process customer contracts, ensuring accuracy and integrity of data and terms of services.
  • Receive and review incoming work requests and customer purchase orders (POs).
  • Set up work orders (WOs) accurately in the system, ensuring that all required information is present and all company standards are met.
  • Coordinate with internal teams to resolve any intake discrepancies or missing information.
• Operational Oversight
  • Address and resolve field action items such as contract updates, site or equipment data corrections, and service escalations.
  • Collaborate with Finance to resolve billing issues and monitor accounts receivable health.
  • Help with any site access issues and work hand in hand with Regional Schedulers.
  • Prepare work order close out packages/Field Service Reports and send them to customers.
  • Responsible for updating any customer portals with scheduling and close-out information.
  • Work with National Closeout Teams to ensure proper and timely completion of WO and reports’ delivery.
  • Audit open work orders to ensure data consistency between customer portals and Pearce systems.
• REP Ticket Review
  • Review REP (Repair Evaluation Process) tickets submitted by field technicians when additional asset issues are identified during unrelated site visits.
  • Validate ticket details, confirm scope, and route for appropriate follow-up action or customer approval as needed.
• Customer Success Leadership
  • Lead customer success initiatives by defining KPIs, metrics, and reporting strategies that track department performance and customer health.
• Team & Strategy Management
  • Support recruitment, training, and performance management of the Service Delivery team.
  • Specific duties may vary or evolve over time based on business and client needs.

Qualifications

• Bachelor's degree or Associate degree preferred (equivalent work experience in project management or customer service will be considered).
• 3–5 years in customer service, project management, or customer success.
• Experience in high-demand, fast-paced service environments.
• Strong communication skills—written and verbal.
• Ability to prioritize, multitask, and manage competing deadlines.
• Proficient in MS Office; experience with NetSuite, Salesforce or similar CRM/ERP systems is a plus.
• Detail-oriented, analytical, and collaborative mindset with strong customer orientation.
• Self-motivated and able to work effectively with cross-functional teams.

Physical/Work Environment

At Pearce safety is our number one concern. Candidates must be able to comply with FCC/FAA/EPA/OSHA Standard.

Benefits

• Comprehensive health benefits including medical, dental and vision insurance.
• Flexible spending accounts, HSA option.
• Paid vacation and paid holidays.
• Company-matching 401(k) Retirement.
• Life Insurance.
• Tuition reimbursement and professional development training.
• Company vehicle, phone, laptop, or tablet along with all necessary tools and safety equipment.

Company Description

Pearce is a leading technology-enabled provider of asset management solutions for mission-critical electromechanical infrastructure throughout North America. Founded in 1998, Pearce has more than 4,000 employees and 28 locations across the U.S. Pearce is a wholly owned subsidiary of CBRE Group, Inc., the world’s largest commercial real estate services and investment firm.