Service Coordinator

PermaCold Engineering • Portland, OR

8d

About The Position

This role involves assisting in the coordination of parts and equipment for field staff, receiving service requests, and scheduling/dispatching technicians. The Service Coordinator acts as the primary interface between customers and internal expertise, ensuring customer satisfaction and managing the work order lifecycle. A key aspect of this role is championing the service module of the ERP system to maximize efficiencies through data analysis.

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