Job Description

The Service Coordinator manages the logistics of field service operations, ensuring technicians are deployed efficiently and customers receive timely and quality service. They are responsible for assistance with all Service accounts receivable functions, which include but are not limited to billings and collections. The incumbent will work with the Service team to produce accurate billings and will also maintain communication with clients throughout the collection process. Create, distribute, and track service quotes. Review and approve daily schedule for technicians. Provide support for operations of both branches as needed.

NOTE: Remotely working from home is not available for this job position

ESSENTIAL JOB DUTIES AND EXPECTED RESULTS (The activities that are essential to business success and the expected results.)

1. Support or scheduling work orders for preventative maintenance.
2. Create work orders for service & preventative maintenance and schedule.
3. Schedule & create work orders for service repairs & projects.
4. Dispatch and manage the workload of assigned technicians with Service Foreman.
5. Provide guidance on procedures, problem-solving, and customer service best practices.
6. Participate in performance evaluations and help implement process improvements.
7. Coordinating with others as necessary to ensure the accuracy of billing information.
8. Procuring Certificates of Insurance as needed.
9. Corresponding with clients, answering questions, and resolving issues.
10. Maintaining notes and records on customer requirements or concerns.
11. Reconciling account discrepancies.
12. Preparation and tracking of Service quotes.
13. Monitor customer issues to ensure problems are resolved in a timely manner with the best solution possible.
14. Provide support to other Service Team members to ensure optimum customer support / service.
15. Review and approve daily schedule for technicians.
16. Procure reports for customers as needed.
17. Process technician reimbursement requests.
18. Receive and respond to all client inquiries.
19. Follow-up on parts orders and rescheduling T&M calls.
20. Cut and Prepare Purchase orders accurately for payment.
21. Maintain the “Open Work Order” report to ensure work orders are being scheduled and completed in a timely manner.
22. Assist with onboarding of new employees.

SECONDARY JOB DUTIES AND EXPECTED RESULTS (The activities that are essential to the success of the business and the expected results.)

1. Perform / Back-up preparation of Service quotes as necessary.
2. Reconcile purchase orders to invoices prior to submitting to AP for processing.
3. Reconcile outstanding costs from completed work orders and invoice customers.

KEY PERFORMANCE INDICATORS: (Measurable activities and the corresponding results.)

1. All Service Calls are answered and scheduled within one hour of receipt.
2. Field reports are processed and sent to the customer within 1 day of completion.
3. Calls are returned to clients within 30 minutes of receipt.
4. Dispatch schedule is accurate and sent out to the field by 3:30 each day.
5. Scheduling and directing technicians are logistically maximized.
6. Dispatch decisions maximize company profitability.
7. PM Compliance – 90% of PM’s are performed and completed in their scheduled month.
8. Open Work Order Report has notes for all open work orders within a week or less at each weekly meeting.

QUALIFICATIONS: (A list of the expected prior education and or experience.)

1. 3-5 years HVAC service dispatching experience
2. Strong communication and organizational skills.
3. Able to stay focused on work, minimizing personal distractions.
4. Ability to work as part of the service team.
5. Knowledge of office administration and procedures a plus.
6. Proficient in Microsoft Office, word, excel and outlook.
7. Knowledge of general bookkeeping procedures.
8. Knowledge of general accounting principles.
9. Proficient in Microsoft Office, word, excel and outlook.
10. Knowledge of regulatory standards and compliance requirements.
11. Be dependable and have the availability to work scheduled hours each day in the office.

Physical demands/working conditions

1. Prolonged sitting and standing. Required eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment. Work is performed in an open office environment

The above job description is intended to describe the general nature and level of work performed by employees assigned to this position. They also provide the success criteria that are expected by employees working in this capacity. They are not intended to be construed as an exhaustive list of responsibilities. Additional duties may be assigned as required and/or success criteria are subject to change to meet the needs of the business.

Intech Mechanical Company is an Equal Opportunity Employer

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