Service Scheduler / Coordinator

Service Planner Company :

• Felder Group USA Department : Service Team : Service Operations & Planning Reports To : Service Operations Team Lead Location : New Castle, Delaware (Felder Group USA Headquarters) Position Type : In-Office | Monday–Friday, 8 : 00 AM–5 : 00 PM | Hourly About Felder Group USA Felder Group USA is a leader in high-precision woodworking machinery, providing world-class equipment, technical support, and service to customers across North America.
• We pride ourselves on delivering exceptional service through efficient scheduling, organized operations, and strong customer communication.
• Position Summary The Service Planner is responsible for managing daily and weekly schedules for field service technicians while supporting the Service Department through administrative and customer-facing tasks.
• This role requires exceptional organization, attention to detail, and the ability to coordinate technicians, customers, and resources in a fast-paced environment.
• Key Responsibilities Scheduling & Coordination Create, maintain, and adjust technician schedules based on availability, skillset, geographic location, and job priority.
• Coordinate customer appointments, confirm service details, and communicate technician arrival times.
• Monitor open work orders and ensure timely follow-up and completion of tasks.
• Communicate real-time schedule changes to customers and technicians.
• Administrative & Operational Support Create, send, and follow up on service quotes for customers; obtain approvals before scheduling work requiring authorization.
• Book travel arrangements for technicians, including flights, rental cars, and lodging as needed.
• Receive, review, and process technician service reports to ensure accuracy and completeness.
• Enter service information, updates, and scheduling changes into the company CRM / ERP system promptly.
• Support the Service Operations Team Lead and other Service Planners with workflow optimization and resource planning.
• Provide exceptional customer service via phone and email.

Qualifications Required :

High School Diploma or GED Preferred :

Associate degree, Bachelor's Degree, or college coursework / credits Core Competencies Attention to detail Customer-focused communication Problem-solving and adaptability Reliability and punctuality Ability to work independently and as part of a team Benefits Felder Group USA offers a comprehensive benefits package, including :