Service Coordinator - Service Department

Job Description

Job Description

Company: Cogent
Location: Tucker, GA / Metro Atlanta
Job Type: Full-Time
Pay: $50,000–$60,000 per year, based on experience

About Cogent

Cogent Technology Resource is a growing technology installation and service company serving healthcare and commercial customers throughout the Southeast. We support hospitals, clinical environments, and commercial facilities by installing, servicing, and supporting critical technology systems.

We are process-driven, detail-oriented, and focused on doing excellent work while protecting customer relationships, internal workflow, profitability, and accountability.

About the Role

Cogent is hiring a Service Coordinator to support our Service Department. This role is the administrative and workflow hub for service tickets, customer communication, technician coordination, parts follow-up, and billing readiness.

We are seeking a highly motivated and customer-focused Service Coordinator who thrives in a fast-paced environment and embraces change with a positive attitude . The ideal candidate is proactive, organized, and driven to deliver exceptional service while coordinating schedules, managing priorities, and supporting operational efficiency. This individual can quickly adapt to evolving business needs, communicate effectively with customers and team members, and take ownership of challenges to ensure successful outcomes. A strong sense of urgency, attention to detail, and commitment to continuous improvement are essential for success in this role.

This is not a basic receptionist or call-center role. The right person will be highly organized, comfortable tracking details through multiple steps, and able to follow a process from service request through completion, invoicing, and parts purchasing.

What You’ll Do

Service Ticket Coordination

You will help manage the flow of service work from the time a request comes in until the ticket is completed and ready for billing.

Responsibilities include:

• Receive, review, and help manage incoming service requests
• Create, update, and maintain service tickets in Simpro
• Monitor ticket status, due dates, customer updates, and technician notes
• Coordinate with technicians, account managers, leadership, and customers
• Assist with scheduling service work based on technician availability, customer readiness, and internal priorities
• Follow up on missing information, incomplete documentation, or open customer questions
• Maintain clear notes in Simpro and through email communication

Customer & Internal Communication

You will help keep customers, technicians, and internal teams informed without overpromising or losing track of details.

Responsibilities include:

• Provide timely and professional updates to customers
• Communicate service status, scheduling updates, parts status, and completion details
• Ensure technicians have the information they need before going onsite
• Escalate delayed tickets, unclear scope, missing documentation, or customer concerns
• Maintain professional written communication with customers, vendors, and internal staff

Billing & Job Cost Support

This role plays an important part in helping Cogent invoice accurately and protect profitability.

Responsibilities include:

• Review completed service tickets for billing readiness
• Verify technician notes, time entries, parts used, and supporting documentation
• Identify missing or unclear information before a ticket is closed or billed
• Help prepare tickets for invoicing
• Coordinate with internal billing/accounting as needed
• Track open items that may delay billing
• Help ensure service work is documented clearly and accurately

Service Parts Purchasing

You will help coordinate parts needed for service tickets and keep the team informed on availability and delivery.

Responsibilities include:

• Order parts needed for service work
• Track product availability, lead times, vendor responses, and delivery updates
• Create and maintain purchase order documentation as needed
• Communicate parts status internally and with customers when appropriate
• Coordinate with warehouse or purchasing staff on receiving, staging, returns, and part availability
• Help ensure the right materials are ordered for the right ticket

What We’re Looking For

The ideal candidate enjoys detailed administrative work and understands that accurate documentation, clean records, and follow-through matter.

Strong candidates may have experience as a:

• Service Coordinator
• Bookkeeper
• Accounting Assistant
• Billing Assistant
• Purchasing Assistant
• Office Manager
• Administrative Coordinator
• Dispatcher or Coordinator in a trade, service, construction, medical, IT, AV, or technical environment

Required Skills & Qualifications

• Experience in service coordination, billing, bookkeeping, purchasing, accounting support, or detail-heavy administration
• Strong organizational skills and excellent follow-through
• Comfort working with service tickets, purchase orders, invoices, job notes, or transaction records
• Ability to manage multiple open tasks without losing track of details
• Strong written and verbal communication skills
• Ability to document work clearly and accurately
• High attention to detail, especially under pressure
• Comfort learning software systems and maintaining clean digital records
• Proficiency with Microsoft Office 365, especially Outlook, Excel, and Word
• Ability to work with technicians, vendors, customers, and internal leadership

Preferred Qualifications

• Experience with Simpro, QuickBooks, ServiceTitan, ConnectWise, NetSuite, Sage, or similar software
• Experience supporting a service department or cost center
• Experience in construction, low voltage, AV, healthcare technology, IT service, facilities, or another service-based business
• Experience ordering parts, tracking shipments, or communicating with vendors
• Experience reviewing technician notes, work orders, or service tickets for billing

Who Will Succeed in This Role

You may be a great fit if you:

• Like clean records, complete files, and accurate documentation
• Notice when something does not match
• Are comfortable asking follow-up questions when information is missing
• Think in terms of status, next step, process, and completion
• Can balance customer service with internal accountability
• Understand that details affect billing, profitability, scheduling, and customer satisfaction
• Enjoy being the person who keeps workflow moving

Who This Role Is Not For

This role is probably not the right fit if you are looking for a simple receptionist, call-center, or scheduling-only position.

This position requires ownership of service ticket details, purchasing follow-up, billing readiness, customer updates, software documentation, and internal coordination.

Schedule & Work Environment

This is a full-time, office-based role with regular interaction with technicians, leadership, customers, vendors, and internal departments.

The work is primarily computer-based and includes ticket tracking, customer communication, purchasing follow-up, documentation, scheduling support, and coordination with the Service Department.

Compensation

Pay is $50,000–$60,000 per year , based on experience.

Compensation will depend on relevant experience in service coordination, billing, purchasing, bookkeeping, job management software, and service-based business operations.

Why Join Cogent?

This is an opportunity to help build a stronger and more organized Service Department inside a growing company. The person in this role will have a direct impact on customer satisfaction, billing accuracy, service efficiency, and internal accountability.

Cogent values people who are organized, thoughtful, accurate, and willing to help build better systems.

Cogent Technology Resource specializes in providing comprehensive technology solutions to healthcare facilities. We work closely with hospital IT, Biomed, Engineering, and AV departments to consult, sell, install, and support a variety of technologies. Our goal is to make our customers look good by delivering confidence and empowering healthcare professionals to perform their duties at the highest level.

Company Description

Cogent Technology Resource specializes in providing comprehensive technology solutions to healthcare facilities. We work closely with hospital IT, Biomed, Engineering, and AV departments to consult, sell, install, and support a variety of technologies. Our goal is to make our customers look good by delivering confidence and empowering healthcare professionals to perform their duties at the highest level.