Service Delivery Coordinator Frederick, Maryland

Pearce is a leading technology-enabled provider of asset management solutions for mission-critical electromechanical infrastructure throughout North America. Pearce provides technical maintenance, repair, operations, and engineering services for uninterruptible power supply (UPS) systems, backup power generators, battery energy storage systems (BESS), critical cooling systems, and other electrical and mechanical infrastructure across end markets such as renewable energy, telecom, and data centers. 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. To learn more about Pearce visit  .

Your Impact

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.

• 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.
• 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.
• Support recruitment, training, and performance management of the Service Delivery team.
• Core Experience
• 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 Net Suite, 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…