Service Operations Coordinator (Cincinnati, OH)

About the Role

Facilitate the operations, administration, and profitability of the Service Division, including assisting the implementation and success of the annual strategic business plan. Initiative, decisiveness, tact, integrity, judgment, leadership skills, and technical knowledge are essential to achieving departmental and corporate goals.

Responsibilities

• Take incoming calls.
• Create dispatch tickets for all service calls.
• Schedule and coordinate all service calls as they are received based on the expected complexity of the call against the capabilities of the available technicians.
• Work with the Service Manager to schedule jobs.
• Maintain maintenance agreements, including scheduling, materials needed, and special requirements.
• Debrief Service Technicians daily on the status of jobs.
• Respond to all messages left overnight.
• Maintain dispatch board/schedule, including forecasting workload for 2-3 days out.
• Follow up with customers on all pending and recommended work.
• Assist with ordering parts as necessary.
• Update customer files as information is received: contacts, filter & belt information, etc.
• Maintain On Call schedule.
• Check tickets for accuracy once completed, including verifying times, materials used, and summary entered.
• Maintain liaison with the Director of Service and the Operations Manager on problem account receivables.
• Participate in credit negotiations to build the customer base.
• Oversee open account customers when credit limit has been exceeded.
• Manage equipment, special tools, vehicles, and parts needs for the Service Division.
• Train designated employees in proper servicing procedures, practices, and promotion of TP Mechanical Service quality standards and corporate mission.
• Work with department managers, coordinators, and employees in support of all facets of the Service Division.
• Work with department managers, the owner-team, and the Director of Service in support of the corporate goals, mission, and vision.
• Manage the necessary administrative records and controls to protect the interests of the corporation and the customer, including prompt and accurate invoicing.
• Resolve customer concerns and complaints in a timely, efficient, and cost-effective manner.
• Coordinate the efficient use and allocation of the part runner’s time.
• Work with suppliers on parts-related pricing, performance, reliability, and availability.
• Implement quality control procedures for the Service Division to ensure optimal customer service, efficient use of equipment and time, and meeting departmental strategic and budgetary goals.
• All other duties as assigned.

Requirements

• Ability to successfully direct and coordinate the requirements of customers, employees, outside suppliers, delivery schedules, and subcontractors.
• Good oral and written communication skills.
• Skill and ability in promoting and selling service jobs and agreements on the phone and face-to-face.
• Ability to comprehend and implement applicable HVAC-related federal, state, and local governmental laws, codes, and regulations.

Skills

• Familiarity with the following computer programs: Microsoft Office Suite, PerfectWare / BuildOps, Computer Ease.
• Detail-oriented.
• Ability to handle a large volume of work.
• Exceptional communication skills.
• Excellent organizational skills.

Qualifications

• High School or GED equivalent.

Physical Requirements

• Eyesight correctable to 20/50.
• Must be able to lift objects weighing up to 60 lbs.

Special Requirements

• Valid Driver’s License.