Service Coordinator

Permacold Engineering • Meridian, ID

1d

About The Position

This role involves assisting in the coordination of parts and equipment for field staff, receiving service requests via phone and email, and scheduling/dispatching Service Operations Technicians. The Service Coordinator will accurately record service requests in the dispatch system, assess urgency, and assign work orders. Key functions include continuous communication with customers throughout the work order lifecycle, following up on service requests requiring additional work, and keeping service notes and schedules up-to-date. The role also involves scheduling Preventive Maintenance tasks, ensuring customer procedures are followed, and acting as the primary interface between the customer and internal expertise for all service activities. Additionally, the Service Coordinator will maintain customer satisfaction by investigating concerns, implementing corrective actions, and communicating with customers and staff. A significant part of the role is championing the service module of the ERP system to maximize efficiencies through data analysis and managing the entire work order lifecycle from initiation to completion, including approving completed work for billing.

Requirements

• A minimum of 3 years’ experience working with technicians and customers in a high performing services business, preferably in the HVAC/Refrigeration market.
• Strong business acumen including a solid understanding of service contracts, an eye for detail and superior customer service skills.
• Must be a proactive leader with a proven track record of dispatching and directing the efforts of field technicians in response to customer needs.
• Possesses a high level of initiative coupled with the intuition to make sound decisions quickly.

Nice To Haves

• Experience working in a technical environment (HVAC/industrial refrigeration) is strongly preferred.

Responsibilities

• Assist in coordinating of parts and equipment to field staff.
• Receive service requests via phone and e-mail.
• Schedule and dispatch Service Operations Technicians to appropriate service appointments.
• Accurately record service requests in our dispatch system and assess urgency.
• Assign work orders to the appropriate service technician.
• Continuously communicate with the customer through the work order life cycle.
• Follow up on service requests that need additional work.
• Keep service notes and schedule up to date.
• Schedule Preventive Maintenance tasks.
• Assure customer procedures are followed.
• Functions as the primary interface between the customer, and internal expertise surrounding all service activities.
• Maintains customer satisfaction by investigating concerns, implementing corrective action, and communicating with customers and assigned staff.
• Champion service module of ERP and maximize efficiencies through interrogation and analysis of key data.
• Manage work order life cycle from start of service event until completion, approve completed work to be billed.

What This Job Offers

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