Service Operations Specialist

PermaCold Engineering•Portland, OR

13d

About The Position

The Service Operations Specialist coordinates centralized dispatch and workflow across supported locations and service areas, balancing customer priorities, technician availability, skills, geography, and workload. The role maintains visibility of active work, schedule changes, coverage gaps, and emerging priorities, and works with field leadership to resolve resource conflicts and routine dispatch or administrative issues. The position administers technician time and work orders by reviewing timecards, reconciling labor with schedules and work orders, monitoring open and aging work, and reviewing completed work orders for accurate labor, parts, materials, expenses, notes, customer authorization, and required documentation. It coordinates corrections and helps ensure billable labor and service charges are captured. The specialist owns the administrative progression of work orders from field completion to invoice readiness, tracks completed-but-not-invoiced work and barriers to billing, and coordinates with Service, Parts, and Accounting to resolve outstanding issues. The role also monitors operational measures, maintains reports and visibility for the Director of Service, recommends process improvements, and assists with training and implementation of standardized Service procedures.

Requirements

Experience in Service operations, dispatch, field service administration, maintenance, HVAC/R, industrial refrigeration, or a related environment is preferred.
Strong organizational and problem-solving skills.
Ability to manage multiple priorities in a fast-paced Service environment.
Experience with scheduling, timekeeping, work-order management, or Service administration.
Strong attention to detail and financial awareness.
Ability to analyze information, identify discrepancies, and independently resolve routine operational issues.
Strong written and verbal communication skills.
Proficiency with Service-management, ERP, dispatch, timekeeping, and Microsoft Office systems is preferred.

Nice To Haves

Experience in Service operations, dispatch, field service administration, maintenance, HVAC/R, industrial refrigeration, or a related environment.
Proficiency with Service-management, ERP, dispatch, timekeeping, and Microsoft Office systems.

Responsibilities

Coordinate technician scheduling and dispatch across supported locations and service areas.
Balance customer priorities, technician availability, skill requirements, geography, and workload when coordinating Service resources.
Maintain visibility of active work, schedule changes, coverage gaps, and emerging Service priorities.
Work with field leadership to resolve scheduling and resource conflicts.
Serve as the primary escalation point for routine dispatch and administrative workflow issues.
Review technician timecards for accuracy, completeness, and proper labor allocation.
Reconcile technician time with schedules and Service work orders.
Monitor open and aging work orders and follow up when action is required.
Review completed work orders for labor, parts, materials, expenses, technician notes, customer authorization, and required documentation.
Identify missing or inaccurate information and coordinate corrections with technicians and field leadership.
Help ensure billable labor and applicable Service charges are properly captured.
Manage the administrative progression of work orders from field completion through invoice readiness.
Ensure completed work orders move through review and invoicing in a timely manner.
Track completed-not-invoiced work and identify barriers preventing billing.
Coordinate with Service, Parts, and Accounting to resolve outstanding work-order issues.
Monitor completed-to-invoiced cycle time and work-order aging.
Help reduce revenue leakage caused by missed labor, materials, charges, or incomplete documentation.
Maintain consistent centralized dispatch and administrative processes across supported locations.
Monitor technician utilization, labor capture, work-order aging, and administrative backlog.
Identify workflow issues, trends, and opportunities for improvement.
Maintain reports and operational visibility for the Director of Service.
Recommend improvements to scheduling, work-order management, and Service administrative processes.
Assist with training and implementation of standardized Service procedures.