Service Department Coordinator

TriState HVAC • Conshohocken, PA

4d • Onsite

About The Position

The Service Department Coordinator plays a critical role in ensuring the efficient operation of our service department. This position is responsible for, but is not limited to, coordinating service requests, dispatching technicians, managing customer communications, handling administrative functions, and ensuring service fulfillment. The coordinator works closely with the Service Manager, Technicians, Sales Team, and Customers to optimize workflow and maintain high standards of service delivery.

Requirements

• High school diploma or equivalent.
• 5+ years of related experience in the MEP/HVAC service field.
• Experience with dispatching, scheduling, and customer service in a technical environment, preferably in the HVAC or service industry.
• Strong sense of ownership and accountability for an assigned territory and its jobs.
• Proficiency in computer-based scheduling and dispatch systems.
• Strong organizational and time-management skills.
• Customer-focused attitude and a commitment to providing top-notch service.
• Excellent communication and customer service abilities, including proactive follow-up with customers and SSRs.
• Ability to think critically and independently and make confident dispatch and reassignment decisions.
• Flexibility to work in shifts and handle after-hours service calls when required.
• Ability to multitask and remain calm under pressure.

Nice To Haves

• Additional education in HVAC or related field is a plus.
• Trade school degree is a plus.
• Familiarity with service tracking software (BuildOps) is preferred.
• Understanding of HVAC systems and terminology is a plus.

Responsibilities

• Own an assigned territory and every job within it, end to end, including resolving any job changes, reschedules, or cancellations and informing the customer directly.
• Assign technicians to job sites by matching skill sets, availability, and site requirements.
• Take ownership of scheduling and rescheduling any canceled or disrupted jobs.
• Think critically and independently when evaluating schedule conflicts, cancellations, or reassignments, anticipating problems and making decisive calls.
• Receive and process all incoming service requests via phone, email, or internal systems.
• Schedule service appointments and dispatch HVAC technicians based on skill set, availability, and job urgency.
• Monitor technician assignments throughout the day to ensure timely arrivals and efficient resource use.
• Manage the full cycle of repair work, including scheduling diagnostic or repair visits and confirming coverage (customer, Equipment Sales agreement, or warranty).
• Manage the scheduling and assignment of apprentices to job sites.
• Continuously create new jobs in the service management system, review flagged jobs, and process job completions.
• Proactively confirm appointments with customers, contractors, and technicians, and manage all necessary reschedules.
• Serve as the central point of contact for incoming phone calls from customers, the Equipment Sales team, and the service support team.
• Follow up directly with customers and Service Sales Reps (SSRs) on any changes, delays, or cancellations, keeping them informed and confirming next steps.
• Conduct calls with technicians to discuss the next day's work and ensure they have all necessary materials (parts, cranes, and deliveries).
• Confirm receipt of all critical pre-startup checklists, Purchase Orders (POs), service authorizations, and site contact information before work commences.
• Add relevant notes to work orders regarding site contact confirmations and lead times.
• Participate in online meetings with customers or contractors via platforms like Zoom or Teams as needed.
• Perform ongoing email review, job creations, and technician scheduling within the primary management system.
• Manage and process technician scheduling for training classes, vacation requests, sick/personal days, and inclement-weather reschedulings.
• Coordinate and attend weekly service meetings.
• Assist with coordinating and communicating emergency response issues.
• Review the following week's schedule to confirm all jobs and ensure that all required documents (POs, service authorizations) are in place or have been requested.

Benefits

• Competitive salary commensurate with experience.
• Comprehensive Health, Dental, Vision, Disability, and Life Insurance.
• 401(k) plan with company match.
• Paid time off and holidays.
• Career growth and professional development opportunities in a supportive, team-oriented environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED