Service Coordinator

About the Role

The Service Coordinator is a critical support role to the Service Manager and Service Technicians, ensuring strong planning and coordination for all service inspection and repair activity. This position serves as the liaison between customers and other Hiller team members to coordinate schedules, materials, and ensure proper documentation of work performed.

Responsibilities

• Direct coordination and management of daily schedules and planning for field service technicians performing inspection, maintenance, testing, and repair of fire and life safety systems.
• Schedule, assign, and confirm inspection appointments for technicians, optimizing routes based on location, urgency, and technician skill set.
• Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work.
• Monitor technician activity and schedules to ensure customer commitments are met; clearly communicate status changes (e.g., early or late arrivals) to customers.
• Alert management of potential problems resulting from customer or field complaints and work to resolve them.
• Review all completed jobs and verify inventory of service techs and cost materials to jobs appropriately during the job closure process.
• Maintain and process inspection documentation as required during job completion.
• Assist the Service Manager in tracking and addressing all jobs that are reopened due to missing information.
• Inform Service Managers of work progress, customer relations, field personnel relations, material administration, and other matters affecting service operations.
• Measure branch activity and compliance with program initiatives; identify areas requiring improvement and develop action plans with branch/region management.
• Communicate to sales teams when a quote is needed, identified during a service call (primarily during the job closure process).
• Serve as the point of contact for all third-party portals (e.g., IROL).
• Send inspection reports to Authorities Having Jurisdiction (AHJs) and complete repair notices to third-party portals.
• Ensure work order extensions are requested in customer portals as required.
• Provide optimal route planning when scheduling to ensure efficiency, reduce travel time, cost, and distance.
• Identify customers where the company is not currently performing all service lines and communicate opportunities for additional service line sales to the sales team.
• Complete special projects as required.
• Assist with research and updating quotes for existing house customers.
• Develop positive and ongoing relationships with customers and team members.
• Perform other duties as required.