Service Coordinator II (IC2)

Entity: OpEx Service, LLC
Job Family: Administrative & Support (Customer Support / Service Coordination Track)
Reports To: Project Manager
FLSA Status: Non-Exempt (Hourly, Overtime Eligible)
Location: In-person

Position Overview

The Service Coordinator is responsible for managing incoming service and application requests, creating and assigning work orders, and ensuring all issues are driven through to completion.

This role acts as a central coordination point between customers, field service engineers, applications engineers, and internal teams. The position requires strong organizational skills, attention to detail, and a continuous improvement mindset to enhance service and applications processes as the business scales.

Typical Scope & Decision Rights

·       Independently manages service and application workflows end-to-end

·       Prioritizes and assigns work orders based on urgency, technician capability, and customer impact

·       Acts as a key communication point for customers and internal teams

·       Identifies process gaps and contributes to process improvements

·       May support onboarding/training of new coordinators

Typical Experience

·       2–4+ years of experience in service coordination, dispatch, or technical support environments

·       Experience in manufacturing, machine tools, or field service operations preferred

Core Responsibilities

Service & Applications Intake

·       Manage incoming service and application calls, emails, and requests

·       Gather accurate information and document customer issues clearly

·       Create detailed work orders in the system

Work Order Assignment & Coordination

·       Assign work orders to appropriate Service or Applications team members

·       Coordinate scheduling and ensure proper resource alignment

·       Monitor work orders through completion

Work Order Management

·       Track all open work orders and ensure timely progress

·       Follow up with technicians and applications engineers as needed

·       Escalate delays or risks proactively

Customer Communication

·       Provide timely updates to customers regarding status and resolution

·       Maintain professional and responsive communication

·       Support a high-quality customer experience

Process Improvement

·       Identify inefficiencies in service and applications workflows

·       Support implementation of new processes and tools

·       Help standardize communication and documentation practices

Key Competencies

·       Organization & multitasking in a high-volume environment

·       Clear and professional communication

·       Problem-solving and follow-through

·       Attention to detail and documentation accuracy

·       Continuous improvement mindset

DNE Laser USA / OpEx-Specific Context

·       Supports field service engineers and applications engineers working on:

o   Fiber lasers

o   Tube lasers

o   Press brakes

o   Automation systems

·       Works cross-functionally with Sales, Service, and Applications to support customer success

·       Operates in a fast-paced, high-travel service environment where responsiveness and coordination directly impact revenue and customer retention

Working Conditions

·       Remote work environment with heavy use of Microsoft Teams and service systems

·       Standard business hours with flexibility based on customer needs

·       High-volume coordination role requiring strong prioritization

Equal Opportunity Employer

On Point Holdings and its affiliated entities, including OpEx Service, LLC and DNE Laser USA, are Equal Opportunity Employers. We are committed to fostering an inclusive workplace and do not discriminate based on any protected characteristic under applicable law.