Service Delivery Coordinator

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 position is hybrid and regional. Candidates should live in Frederick, Maryland to report to the office as needed.

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 Censures timely, quality service delivery while contributing to continuous improvement in the customer experience lifecycle.

Core Responsibilities

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 works 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. 
• Audits open work orders to ensure data consistency between customer portals and Pearce systems. 
• REP Ticket Review 
• 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