Service Coordinator

Dowling Corporation•Hampton, NH

46d•Onsite

About The Position

The Service Coordinator is responsible for coordinating daily service operations, dispatching technicians, supporting purchasing activities, and maintaining communication between customers, technicians, vendors, and office staff. This role manages service requests from intake through completion, schedules and assigns work based on priority and availability, and ensures accurate documentation and communication throughout the service process.

Requirements

High school diploma or equivalent required
Strong customer service and communication skills
Excellent organizational skills and attention to detail
Ability to manage multiple priorities in a fast-paced environment
Proficiency with computer systems, scheduling software, and Microsoft Office
Ability to work effectively with customers, technicians, vendors, and office staff

Nice To Haves

Experience in HVAC/R service coordination, dispatching, purchasing, or customer service
Knowledge of HVAC systems, equipment, and parts terminology
Post-secondary education in HVAC, business administration, supply chain, or related field
Experience with service management or dispatch software systems

Responsibilities

Coordinate with office staff and field personnel to ensure efficient service delivery and successful job completion
Receive and respond to incoming calls, dispatch line inquiries, and customer requests in a timely and professional manner
Monitor after-hours messages, on-call requests, and incoming emails
Create, schedule, and manage service calls based on customer needs, urgency, and priority
Assign technicians based on skill set, availability, location, and workload
Maintain and update the dispatch board with accurate job status and next steps
Serve as the primary point of contact for technician check-in and check-out procedures
Monitor technician progress and communicate updates throughout the day
Maintain accurate job notes, labor hours, equipment needs, and customer communications
Coordinate special equipment needs such as lifts, cranes, and other jobsite requirements
Support scheduling of maintenance work, service calls, and small project work
Coordinate company vehicle usage, including fleet assignments and spare units
Schedule meetings, training sessions, and operational activities as needed
Source and purchase parts and materials through approved vendors
Maintain and update parts tracking systems and daily status reports
Respond to technician inquiries regarding parts availability and specifications
Obtain vendor quotes, place orders, and track delivery timelines
Update service management systems with purchasing activity and order status
Process warranty claims, returns, and replacement part requests
Assist with receiving shipments and coordinating warehouse inventory flow
Provide documentation for company purchasing and credit card transactions
Maintain accurate purchasing records and ensure timely communication of order status
Serve as a primary point of contact for customers throughout the service process
Provide updates on scheduling, service progress, parts status, and job completion
Generate, manage, and follow up on customer quotes from creation through approval
Respond to customer inquiries and concerns in a timely and professional manner
Support general customer service and administrative functions as needed
Provide backup support for front office and call intake functions
Communicate daily priorities and updates to operations and field teams