Service Operations Specialist

Permacold Engineering•Portland, OR

18h

About The Position

The Service Operations Specialist coordinates centralized technician dispatch and administrative workflows across supported locations and service areas. The role balances customer priorities, technician availability and skills, geography, and workload, while maintaining visibility into active work, schedule changes, coverage gaps, and service priorities. It serves as the primary escalation point for routine dispatch and administrative workflow issues and works closely with field leadership to resolve scheduling and resource conflicts. The position reviews technician timecards, reconciles time with schedules and work orders, monitors open and aging work orders, and checks completed work orders for accurate labor, parts, materials, expenses, notes, customer authorization, and required documentation. It coordinates corrections, supports the capture of billable labor and service charges, and owns administrative work-order progression from field completion through invoice readiness. The specialist monitors completed-not-invoiced work and cycle times, coordinates with Service, Parts, and Accounting to resolve billing barriers, and helps reduce revenue leakage. The role also maintains consistent dispatch and administrative processes, monitors utilization and administrative backlogs, maintains operational reports and visibility for the Director of Service, identifies workflow improvement opportunities, recommends process changes, and assists with training and implementation of standardized Service procedures.

Requirements

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.

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 drive follow-up where 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.
Own administrative progression of work orders from field completion through invoice readiness.
Ensure completed work orders move through review and invoicing in a timely manner.
Maintain visibility of 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.