Service Coordination Manager

New England Mechanical Services, Inc.•South Windsor, CT

3d•$100,000 - $120,000•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, supporting eight branch offices across New England and New York. The role is responsible for efficient scheduling, customer communication, workforce optimization, operational consistency, and continuous process improvement. This is an in-person position at the company’s South Windsor, Connecticut headquarters and calls for a collaborative, motivational leader who can manage people, improve systems, analyze data, and influence cross-functional operational decisions.

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.

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.
Ensure work is assigned 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 across 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.