Service Coordinator

Hiller Companies • PHOENIX, AZ

18d

About The Position

The Service Coordinator is a critical support role to the Service Manager and Service Technicians, ensuring effective planning and coordination of service inspection and repair activity. The coordinator serves as a liaison between customers and Hiller team members to coordinate schedules and materials and ensure work is properly documented. The position dispatches personnel to customer job sites, communicates with clients, and provides guidance to field service technicians.

The role supports service operations involving inspection, maintenance, testing, and repair of fire and life safety systems. It also tracks job completion and documentation, assists with customer and field personnel issues, coordinates with sales on opportunities identified during inspections, and helps improve branch activity and compliance. The position requires customer service, organization, communication, record-keeping, and computer skills.

Requirements

• At least 2 years of business-to-business customer service experience.
• Excellent communication and customer service skills, including the ability to interact professionally with clients and team members.
• Confidence negotiating with outside organization contacts, such as vendors and customers.
• Excellent oral and written communication skills.
• Proficiency with computers, including Microsoft Office programs, and a track record of learning and mastering new programs.
• Strong record-keeping, analytical, time-management, and job-prioritization skills.
• Strong organizational skills and attention to detail.
• Demonstrated understanding of workflow processes, service operation metrics, and customer follow-up.
• Ability to stand, walk, use hands to finger, handle, or feel, reach with hands or arms, and stoop, kneel, crouch, or crawl as regularly required.
• Ability to lift and carry up to 50 pounds; occasional lifting or moving of heavy objects.
• Ability to stand, walk, bend, and kneel for extended periods.

Nice To Haves

• Prior service department experience, ideally in the life safety, security, or communications industry.
• Prior experience with Service Trade or a similar program.
• Working knowledge of JD Edwards E1 or another ERP system.

Responsibilities

• Coordinate and manage daily schedules and planning for field service technicians performing inspection, maintenance, testing, and repair of fire and life safety systems.
• Communicate with customers and personnel to resolve scheduling issues for inspection work.
• Monitor technician activity and schedules to ensure customer commitments are met, and communicate anticipated early or late arrivals to customers.
• Alert management to potential problems arising from customer or field complaints and help resolve them.
• Review completed jobs and verify technician inventory and appropriate assignment of material costs during job closure.
• Maintain and process inspection documentation during job completion.
• Track and address reopened jobs resulting from missing information.
• Stay informed about work progress, customer and field personnel relations, material administration, and other matters affecting service operations.
• Measure branch activity and compliance with program initiatives, identify areas for improvement, and develop and implement action plans with branch or regional management.
• Notify sales teams when an inspection identifies a need for a quote, primarily during job closure.
• Serve as the point of contact for third-party portals such as IROL.
• Request work order extensions in customer portals when required.
• Plan efficient routes when scheduling to reduce travel time, cost, and distance.
• Identify customers not currently receiving all service lines and communicate potential additional service-line sales opportunities to the sales team.
• Complete special projects as required.
• Develop positive, ongoing relationships with customers and team members.
• Perform other duties as assigned.

Benefits

• Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education.
• Comprehensive benefits package, including health, dental, and vision insurance; retirement plans; company-paid and voluntary life insurance; company-paid short-term disability; voluntary long-term disability; critical illness and accident insurance; and paid time off.
• Company-provided training, tools, and equipment, including a $150 annual boot allowance for employees required to wear safety boots.
• Career advancement potential within a growing company.
• Most employee benefits start from the first day of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed