New England Mechanical Services, Inc. Job Template - SERVICE COORDINATOR

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

32d•Onsite

About The Position

New England Mechanical Services, Inc. is seeking a Service Coordinator to work on-site to support our mobile field technicians in the scheduling, coordination, and delivery of quality and timely services to our customer base. This position requires a critical thinker who can assign the right skill set to the problem with minimal oversight. Dependable team player, with strong communication skills. This position also requires an intermediate level of computer experience, including experience with the Microsoft Office package. Working hours are M-F 7:00AM to 5:00PM. This position is in an office environment, where covering for other dispatcher’s breaks and working with the dispatch team is required.

Requirements

High school diploma or general education degree (GED).
Communicate clearly and effectively with supervisors and crew members.
Detail oriented, logical, and methodical approach to problem solving.
Able to effectively determine priorities, manage time, and work under pressure.
Proficiency with computers and strong skills in Microsoft Office Products.
Relevant industry experience, preferably in HVAC.
Customer Service experience, excellent telephone etiquette, good listening skills and ability to respond to telephone and in person inquiries from vendors and employees.

Responsibilities

Communicate with customers (email & phone) and create detailed work orders of the service requested.
Coordinate scheduling of work with customers, technicians, and other jobs/projects to maximize customer satisfaction, while considering customer urgency, parts/materials availability, and available manpower.
Check in with technicians via phone and email; provide them with hourly/daily updates regarding service call type, location, and scope of work.
Serve as the primary contact between the customer and the Operations and Sales Teams (Account Managers, Service Directors, Technicians, and Accounting).
Responsible for taking service calls, quoted jobs, and warranty work from start (initial call) to completion (ready to bill).
Review time and material requests, service call requests, and small quoted projects, to determine time frame for completion, identify necessary tools and material, and schedule the necessary manpower.
Review technician work orders and ensure accuracy, including summary of work completed, correct dates, and proper accounting of labor and materials, etc.
Accurately reviews all previous day field visits and sends updates to customers, Account Managers, and Service Manager as needed.
Continuous management of the dispatch board throughout the day. Check all open calls and dispatch accordingly.
Manage the Work in Progress (WIP) report by providing status and scheduled completion date for each open and incomplete service order.
Accurately compile, review, and process payroll data every Monday and verify that each technician has accurately billed labor/materials for the previous week.
Organize and manage technicians daily work assignments keeping productivity in mind (travel time and location, material pick-ups, full day schedule, advance work).
Match technician skills with job requirement.
Prioritize and control emergency calls to meet both customer’s and NEMSI’ needs.
Maintain and schedule monthly maintenance agreement inspections.
Maintain accurate customer, site and call history information within computer system. Add and change customer site information as needed.
Issue purchase orders.
Receive, scrutinize and properly code daily service reports from technicians.
Enter Payroll - Ensure accuracy of coding from Service Operations.
Effectively handle customer inquiries/requests and communicate with appropriate company personnel, when necessary.
Effectively communicate service problems, customer complaints and labor relations problems with the Service Manager.
Maintain PTO requests and scheduling.
Provide weekly reports to management, as required.
Flexible to work overtime and weekends as demand requires.
Other related duties as required.