Service Coordinator

Position Objective

The Service Coordinator supports the Service Manager and department by ensuring operations adhere to company safety standards, meet project timelines, and maintain budget profitability, all while prioritizing exceptional customer service. Acting as a central resource, the coordinator provides comprehensive support to sales and project teams by proactively addressing customer needs and assisting local contacts with questions and concerns. Utilize available tools to become more efficient with overall processes.

Job Functions

• Work with the Service Manager, service crews and sales staff developing leads, sales efforts, and promoting the department’s services.
• Manage service documentation collection and submission for multiple roof management customers via portals or emails.
• Enter service orders into both FCS and TFM.
• Enter all service invoices from FCS into Navision.
• Manage the workflow of status updates throughout the life of a service ticket while keeping customers informed of dispatch times, scheduling, and status.
• Manage the TMR Service Inbox.
• Provide timely customer service by communicating immediately and effectively.
• Prepare and review FCS support documents.
• Provide backup support to the Service Manager with final invoices.
• Assist in collection of past‑due accounts receivable for service‑related work when escalated.
• Promote the TMR Roof Inspection / Maintenance program.
• Provide effective support to the service crews through teamwork, motivation, and positive employee relations.
• Assist with the daily service schedule and dispatch crews in advance.
• Investigate roof leak warranty / non‑warranty status.
• Develop skills to issue proposals for service‑related work.
• Work towards overseeing staff, sales, service workflows, and material inventory, focusing on achieving key sales and service targets and developing billable, quality warranty service opportunities.

Knowledge, Skills & Experience

• Essential: Minimum five years of experience in a production/service role and two years of experience in construction management.
• Problem‑solving ability with the capacity to manage difficult customers.
• Strong attention to detail.
• Excellent written and verbal communication skills.
• Ability to calculate figures and amounts such as discounts and UOM configurations.
• Proficiency with Internet Explorer, Outlook, Microsoft Excel, and Microsoft Word.
• Documentation skills.
• Superior listening and communication skills.
• Ability to read and comprehend instructions, short correspondence, policy documents, and converse comfortably with associates.
• Desirable: Follow‑through skills to bring tasks to closure in a timely manner, set priorities, and demonstrate a sense of urgency.
• Knowledge of business and management principles.
• Ability to multitask in a fast‑paced environment.
• Key competencies: superb communication, construction and roofing industry experience, sound problem assessment and judgment, well‑organized planning, extreme attention to detail, initiative, integrity, adaptability, willingness to learn, teamwork and collaboration.

Benefits

• Competitive pay within a growing company with opportunity for growth.
• Health, Dental, and Vision Insurance (value of $6,400 for individual or $15,675 for family annually).
• Employer‑provided Life and AD&D Insurance, and Long‑Term Disability protection.
• Matching 401(k) retirement program.
• Annual profit‑sharing bonus.
• Flexible schedule.

Occupational Health and Safety

Employees are responsible and accountable for compliance with workplace policies and procedures for risk identification, risk assessment, and risk control. Active participation in activities associated with the management of workplace health and safety is required, including identification and reporting of health and safety risks, accidents, incidents, injuries, and property damage. Correct utilization of appropriate personal protective equipment is expected.

Working Conditions

• Physical surroundings: Office environment with typical office machines and exposure to noise and temperature, as well as exposure to typical hazards of shop/yard and jobsite, including ladders and construction materials.
• Physical effort: Extensive sitting, standing, walking; repetitive keying and typing; occasional lifting not to exceed 50 pounds.
• Domestic/International travel: Minimal.
• Extensive hours: Subject to overtime.