Service Coordinator

ARC Mechanical•Wilmington, MA

11d•Onsite

About The Position

ARC Mechanical is adding a Service Coordinator to our team. The HVAC / Refrigeration Service Coordinator is responsible for supporting our field staff of over 100 technicians. This is an onsite position, based out of our office in Wilmington, MA.

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.

Benefits

Eligible for healthcare benefits on Day 1 of employment: Medical, dental, vision, and prescription drug coverage
Flexible Spending Account (FSA), Dependent Care Spending Account (DCSA)
Health Savings Account (HSA)
Company-paid Life Insurance; Supplemental Employee, Spouse, and Dependent Life
Accident Hospital Indemnity
Company-paid Short and Long-term Disability Insurance
Pet Insurance
Employer matched 401(k) saving plan (with Roth option)
Weekly paycheck
Generous paid holiday schedule (11 days per year)
Paid time off (vacation + sick time)
Learning & Development programs
Employee Referral Bonus Program
Tuition Reimbursement