Service Coordination Manager

New England Mechanical Services•South Windsor, CT

2d•Onsite

About The Position

New England Mechanical Services, Inc. is seeking a Service Coordination Manager to provide leadership, oversight, and strategic direction for its centralized Service Coordination department, which supports eight branch offices across New England and New York. The role is responsible for efficient scheduling, exceptional customer communication, workforce optimization, operational consistency, and continuous process improvement. This is an in-person position at the company’s headquarters in South Windsor, Connecticut, requiring a collaborative and motivational leader who can manage people, improve systems, analyze data, and influence cross-functional operational decisions. High energy, positivity, and dedication are essential. The manager leads the centralized team and oversees daily service coordination functions, including technician scheduling, customer communication, weekly technician time and attendance preparation and approvals, work order management, customer purchase order verification, customer portal compliance, and service completion follow-up. The role also develops and monitors departmental KPIs and reports on operational metrics. The position is based in an office environment. The company states that it offers a competitive salary and benefits package. The listed salary range is $100,000–$120,000.

Requirements

5–7+ years of leadership experience in service operations, dispatch, field service, logistics, or a similar operational environment.
Experience managing multi-location or centralized operations.
Strong knowledge of scheduling and workforce optimization.
Demonstrated success leading teams through organizational change.
Excellent analytical, organizational, and communication skills.
Experience developing operational processes and KPIs.
Strong conflict resolution and coaching abilities.
Proficiency with ERP, dispatch, scheduling, and Microsoft Office applications.
Able to sit for long periods and perform computer typing work for long periods.

Nice To Haves

Commercial HVAC or mechanical service industry experience.
Project management experience.

Responsibilities

Recruit, lead, coach, develop, and evaluate the centralized Service Coordination team.
Foster a culture of teamwork, professionalism, adaptability, and customer service.
Oversee daily service coordination functions, including technician scheduling, customer communication, weekly technician time and attendance preparation and approvals, work order management, customer purchase order verification, customer portal compliance, and service completion follow-up.
Assign work efficiently while balancing customer commitments, geography, technician skill sets, contract requirements, and location priorities.
Develop, document, and maintain standardized operating procedures.
Identify workflow inefficiencies, implement scalable solutions, and standardize best practices.
Build collaborative relationships at all levels of the organization while maintaining centralized operational consistency.
Ensure exceptional customer service.
Develop and monitor departmental KPIs.
Monitor, improve, and report department metrics, including technician utilization, drive time, response times, first-time fix support, open and aging work orders, and call volume.
Perform other related duties as required.