Service Coordinator

Key Responsibilities

• Coordinate and dispatch service technicians across multiple regions based on priority, skill set, and location
• Manage daily and weekly scheduling to optimize technician utilization and response times
• Adjust schedules in real-time to address emergencies, delays, or changing priorities
• Monitor open service calls to ensure timely completion and proper closeout
• Review work orders for accuracy, completeness, and alignment with scope
• Ensure all required documentation (JSAs, service reports, permits) is completed and submitted
• Serve as a primary point of contact for service customers
• Provide updates on scheduling, job status, and completion timelines
• Address customer concerns and escalate issues as needed
• Partner with Service Managers, Project Managers, and Sales to align service delivery with customer needs
• Cook with Warehouse and Fleet teams to ensure technicians have required materials and vehicles
• Work with HR and Safety to support compliance with company policies and training requirements
• Utilize systems such as Spectrum, Smartsheet, and other internal platforms to manage service workflow
• Ensure accurate data entry for work orders, technician time, and job status
• Support reporting on key service metrics including utilization, response time, and backlog
• Provide guidance and support to junior coordinators or administrative staff
• Help drive consistency in scheduling processes and service coordination standards
• Identify opportunities to improve workflow efficiency and customer experience

Qualifications

• Experience: 5+ years of experience in service coordination, dispatch, or operations within HVAC, mechanical, or construction services
• Experience: Experience supporting multi-branch or multi-state operations preferred

Skills

• Organizational and multitasking abilities in a fast-paced environment
• Excellent communication skills, both internal and customer-facing
• Strong problem-solving and critical thinking skills
• Technical Experience: with ERP systems (Spectrum preferred)
• Proficiency in Microsoft Office (Excel, Outlook)
• Experience with scheduling or workflow tools (Smartsheet or similar)

Core Competencies

• Accountability and ownership
• Sense of urgency and responsiveness
• Strong attention to detail
• Team collaboration and support
• Ability to stay calm under pressure

Work Environment

• Office-based with frequent coordination with field personnel
• Fast-paced, deadline-driven environment supporting service operations
• Occasional extended hours may be required to support urgent service needs

Why This Role Matters

This position is essential to maintaining high service standards, supporting technician efficiency, and delivering a strong customer experience. The Senior Service Coordinator directly impacts operational performance, technician productivity, and overall service profitability.