Field Operations Coordinator

Hoffman & Hoffman Inc • Knoxville, TN

3d

About The Position

Assist the local Area Manager and/or Director of Technical Operations as needed to maximize efficiency and effectiveness of field operations.  This hybrid support role encompasses numerous managerial/administrative/sales/operational tasks that may vary as our business needs fluctuate.

Some are included below:

Provide guidance and direction to administrative personnel to effectively plan, schedule, coordinate, etc. all activities related to field HVAC service and construction/replacement work.   
Work with local Sales Team to identify customer problems and offer solutions to their HVAC needs.  Survey jobs as necessary to assist in developing scope of work, detailed estimates, and customer proposals.  Maintain strong customer relationships and be proactive and fully engaged in customer account management.  
Project Manage larger quoted jobs in the local area as necessary to ensure jobs transpire with proper coordination and efficiency.  
Mentor field technicians on administrative requirements such as paperwork, communications with customers, etc.  Review and critique/correct technician paperwork such as timesheets, field reports, startup sheets, warranty forms, p-card documentation, etc. 
Routinely monitor technician field activity and follow up on unresolved and/or outstanding issues in order to provide timely closure of jobs, invoicing, etc. 
Support various managers, Sales Representatives, etc. and provide them with critical information necessary to support field personnel and customers efficiently and effectively.

Requirements

• Associates Degree or equivalent experience in a technical and/or business discipline is preferred.
• 2-5 years of experience in a related position, preferably in the HVAC or other service related field.  
• Excellent interpersonal skills with the ability to communicate with all levels of staff and work well independently or on a team.
• Strong verbal, written, analytical, and persuasive skills.
• Ability to travel, with occasional overnight stays, 10% to 30% of the time.
• Working knowledge of Microsoft Office Suite.

Responsibilities

• Assist with on-boarding of new field personnel. Provide training and technical support for administrative processes such as timesheets, field reports, expenses, etc.
• Mentor technicians on proper use of laptop computer and the misc. software (Outlook, Word, Excel, Drop Box, etc.) used routinely in our daily operations.
• Provide insight into technician skill set gaps and help develop a formal long-range Technician Training Plan with input from others.   This should include a pro-active approach with thoughtful consideration given to specific geographies, products, and technician skill sets.  
• In detail, check technician Field Reports to ensure all hours are properly recorded, work description is detailed and accurate, purchases are noted, and all supporting documents (receipts, packing slips, startup reports, equipment log sheets, warranty reimbursement forms, etc.) have been completed and are accurate.  Communicate as required with appropriate parties until all errors and omissions have been resolved. 
• Assist local Area Manager to monitor field activities to ensure all critical tasks are completed in a timely and accurate manner.
• Provide leadership and direction if the Area Manager is absent.  
• Understand multiple administrative roles necessary to support our HVAC service business and be able to support and provide guidance and direction to each role. These roles include: 1. Service Coordinator – primary duty is dispatching of technicians. 2. Service Administrator – primary duties are cost reconciliation and invoicing. 3. Service Agreement Administrator – primary duties are preparing service agreement proposals, entering sold agreements into the software system, scheduling inspections, tracking work compliance, documentation, and providing financial reporting to management.  4. Project Manager – primary duties include ordering of materials/equipment, coordination of various trades/manpower/subcontractors/shipments, tracking project costs, adjusting cost estimates as necessary to properly report revenue, margin, etc.  5. Inside Sales Support – primary duties are to estimate job costs and prepare customer proposals.   
• Provide miscellaneous support as needed to keep field operations moving in the most cost efficient and effective manner.   This may involve occasional work in the field assisting HVAC Service Technicians.    
• Assist local Area Manager(s) and Operations Director in assembling and analyzing critical business data such as profitability, cost variance, etc. 
• Other duties may be assigned as needed as we aggressively grow our service business. 
• Attend continuing education programs and training, including webinars, workshops, and factory product training.

Benefits

• We are 100% employee-owned through an Employee Stock Ownership Plan (ESOP). This is a retirement benefit for our employees that is wholly paid for by the company in addition to 401(k) options for employee contributions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees