Technician Relations Coordinator

The Technician Relations Coordinator is responsible for developing, maintaining, and supporting LPI's nationwide network of third-party service technicians and service providers. This role serves as the primary point of contact for contractor onboarding, technician recruitment, service territory management, labor invoice review, and technician performance monitoring.

The ideal candidate is highly organized, analytical, and comfortable having professional but firm conversations regarding billing discrepancies, service expectations, performance concerns, and compliance with company standards. Strong Excel and reporting skills are required, as this position will be responsible for maintaining technician databases, service coverage maps, labor rate schedules, and performance reporting.

Reports To

Director of Customer Service

Schedule

• Monday – Friday
• 8:30 AM – 5:00 PM
• Some overtime may be required based on business needs

Essential Duties and Responsibilities

Technician Network Management

• Recruit, vet, and onboard qualified third-party service technicians and service providers.
• Develop and maintain a nationwide network of service contractors across all supported product lines.
• Research and identify service coverage gaps and actively recruit technicians in underserved markets.
• Verify technician qualifications, certifications, insurance requirements, and service capabilities.
• Maintain accurate technician profiles, service territories, labor rates, and contact information.

Service Coverage & Territory Management

• Maintain and regularly update service coverage maps.
• Analyze service demand and technician availability to ensure adequate geographic coverage.
• Identify areas requiring additional technician resources and develop recruitment plans to fill those gaps.
• Collaborate with Customer Service and Field Service leadership to support current and future service needs.

Billing & Invoice Review

• Review technician invoices for accuracy and compliance with approved labor rates and work authorizations.
• Investigate billing discrepancies, excessive labor charges, duplicate billing, and unauthorized expenses.
• Conduct professional discussions with technicians regarding disputed invoices and labor charges.
• Work with Customer Service, Lead Technicians, and Management to resolve billing concerns.
• Ensure technician invoices are submitted accurately and processed in a timely manner.

Relationship Management

• Serve as the primary liaison between LPI and third-party service providers.
• Build and maintain positive working relationships with technicians and service companies.
• Communicate company policies, service expectations, warranty procedures, and performance standards.
• Address technician concerns and provide support as needed.
• Conduct periodic performance reviews of service providers and recommend corrective action when necessary.

Reporting & Data Analysis

• Develop and maintain Excel-based reports related to technician performance, service coverage, labor costs, response times, and invoice trends.
• Analyze service network performance and identify opportunities for improvement.
• Prepare weekly and monthly reports for leadership.
• Monitor key performance indicators (KPIs) related to technician utilization, service quality, labor costs, and geographic coverage.

Administrative Responsibilities

• Maintain technician databases and documentation.
• Track contractor agreements, insurance certificates, and onboarding documentation.
• Assist with technician training initiatives and communication programs.
• Support special projects related to service operations and network expansion.

Qualifications

Required

• Minimum 2 years of experience in vendor management, contractor relations, customer service operations, field service coordination, or a related field.
• Advanced proficiency in Microsoft Excel, including:
• • Pivot Tables
  • VLOOKUP/XLOOKUP
  • Data analysis and reporting
  • Dashboard creation
• Strong organizational and time management skills.
• Excellent verbal and written communication skills.
• Ability to professionally handle difficult conversations and conflict resolution.
• Ability to analyze invoices, labor rates, and billing discrepancies.
• Strong attention to detail and accuracy.

Preferred

• Experience managing third-party service providers or contractor networks.
• Experience within manufacturing, warranty, service, automotive, marine, powersports, golf cart, recreational vehicle, or outdoor product industries.
• Experience with CRM, ERP, or service management software.
• Geographic mapping or territory planning experience.

Core Competencies

• Relationship Building
• Negotiation & Conflict Resolution
• Data Analysis
• Attention to Detail
• Accountability
• Professional Communication
• Problem Solving
• Time Management
• Strategic Planning
• Vendor Management

Physical Requirements

• Prolonged periods of sitting and working at a computer.
• Ability to communicate effectively by phone, video conference, and email.
• Occasional travel may be required.

Success Measures

The Technician Relations Coordinator will be evaluated on:

• Service network coverage and growth
• Technician recruitment success
• Accuracy of invoice review and payment processing
• Reduction of billing discrepancies and labor overages
• Technician performance and retention
• Timeliness and accuracy of reporting
• Service territory coverage effectiveness
• Internal and external stakeholder satisfaction

Why This Role Matters

The Technician Relations Coordinator plays a critical role in ensuring customers receive timely, professional service by maintaining a strong, reliable network of service providers. Through effective contractor management, billing oversight, and strategic network development, this position directly contributes to customer satisfaction, operational efficiency, and the overall success of the service organization.