Service Coordinator

The Hiller Companies, Inc. • 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 inspections and repairs. The position serves as a liaison between customers and Hiller team members to coordinate schedules and materials and ensure work is properly documented. Responsibilities include dispatching personnel to customer job sites, communicating with clients, and providing guidance to field service technicians.

Requirements

• At least 2 years of business-to-business customer service experience.
• Excellent communication and customer service skills, with the ability to interact professionally with clients and team members.
• Confident personality and ability to negotiate with outside contacts, including vendors and customers.
• Excellent oral and written communication skills.
• Proficient computer skills, including Microsoft Office, and ability to learn and master 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 regularly while performing essential functions.
• Ability to lift and carry up to 50 pounds and occasionally lift or move heavy objects.
• Ability to stand, walk, bend, and kneel for extended periods.

Nice To Haves

• Prior service department experience, ideally in life safety, security, or communications.
• 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 inspections, maintenance, testing, and repairs of fire and life safety systems.
• Communicate with customers and personnel and resolve issues regarding inspection scheduling.
• 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 cost-material allocation during job closure.
• Maintain and process inspection documentation during job completion.
• Track and address jobs reopened because of 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.
• Serve as the point of contact for third-party portals, such as IROL.
• Ensure work order extensions are requested in customer portals when required.
• Plan routes to improve efficiency and reduce travel time, cost, and distance.
• Identify customers not using all available service lines and communicate additional service 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 on the first day of employment.

What This Job Offers

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