Service Coordinator

Overview

Requisition : 915381
Store #: E03505 Cal Coast Admin Field US
Position: Full-Time
Total Rewards: Benefits/Incentive Information

Essilor Instruments provides seamless access to state-of-the-art products, with a focus on customer satisfaction by setting new standards of excellence in the industry. Our solutions highlight eye care professionals' expertise and meet their business needs, by providing innovative solutions and technologies, ensuring patients' quality care. Through this continuous innovation, we own a leading position in major categories such as finishing equipment, eye health assessment, eye refraction and fitting measurements.

Essilor Instruments is part of Essilor Luxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on Linked In!

The Service Coordinator - Service & Parts is responsible for coordinating the end-to-end flow of service work orders, including field & depot service activities, while also managing service parts coordination & inventory support. This role serves as a critical liaison between customers, sales, sales operations, service technicians, depot teams, vendors, & internal partners to ensure timely service delivery, accurate parts fulfillment, & a high level of customer satisfaction.

The position requires strong organizational, communication, & problem-solving skills, with the ability to manage multiple priorities in a fast-paced service environment. The Service Coordinator creates a collaborative, customer-focused work environment that promotes teamwork, continuous improvement, operational accuracy, & service excellence.

• Coordinate & organize the daily flow of service work orders for field & depot service teams.
• Assign, prioritize, & track service activities to ensure timely completion & effective resource utilization.
• Serve as a primary point of contact for service-related inquiries from customers, sales, sales operations, & service teams.
• Monitor service progress to ensure customer satisfaction, service quality, & proper invoicing.
• Act as an escalation point for scheduling, service execution, or customer concerns, resolving issues professionally & efficiently.

• Communicate clearly & proactively with customers regarding service status, scheduling, quotes, approvals, & issue resolution.
• Create service quotes & coordinate customer approvals in alignment with service & pricing guidelines.
• Process RMAs & coordinate customer returns into the service depot.
• Respond to inquiries via phone & email in a timely, professional manner, consistently delivering exceptional customer service.

• Coordinate parts availability to support service repairs & customer orders, ensuring minimal service disruption.
• Process, track, & document parts orders, usage, & returns within the ERP & service systems.
• Support inventory accuracy through coordination with parts teams, vendors, & logistics partners.

• Work closely with Field Service, Depot Service, Sales, Sales Operations, Customer Service, & Vendors to ensure seamless service execution.
• Ensure compliance with internal service, inventory, & documentation standards.

Duties may evolve based on business needs.

• Strong organizational & administrative skills with the ability to manage multiple priorities simultaneously.
• Excellent attention to detail & commitment to accuracy in service documentation & order processing.
• Effective written & verbal communication skills for interacting with customers & internal teams.
• Proficiency in Microsoft Office (Excel, Word, Outlook) & comfort using ERP, service, or inventory management systems.

• Experience supporting field service, depot service, or technical service operations.
• Experience in the ophthalmic, optical, medical device, or related technical service industry.

Pay Range:

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

Essilor Luxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable…