Service Coordination Manager

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

2d•Onsite

About The Position

New England Mechanical Services, Inc. is seeking a Service Coordination Manager to work on-site and provide leadership, oversight, and strategic direction for the company’s centralized Service Coordination department supporting eight branch offices across New England and New York. This role is responsible for ensuring efficient scheduling, exceptional customer communication, workforce optimization, operational consistency, and continuous process improvement. This in-person position is located in our South Windsor, CT headquarters office and requires a highly collaborative, motivational leader who is equally comfortable managing people, improving systems, analyzing data, and influencing cross-functional operational decisions. High energy, positivity and dedication are a must.

Requirements

5–7+ years of leadership experience in service operations, dispatch, field service, logistics, or 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 a plus
Project management experience a plus

Responsibilities

Recruit, Lead, coach, develop, and evaluate the centralized Service Coordination team.
Foster a culture of teamwork, professionalism, adaptability, and customer service.
Provide oversight for all daily service coordination functions including: Technician scheduling, Customer communication, weekly technician time/attendance preparation and approvals, Work order management, customer purchase order verification, customer portal compliance, 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 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 such as technician utilization, drive time, response times, first-time fix support, open & aging work orders, call volume.
Other related duties as required.