Service Project Coordinator

ACCO Engineered Systems•Cypress, CA

2d•Onsite

About The Position

Under the direction of the Sales Manager and assigned Project Manager(s), this position is responsible for providing administrative support for the Service Sales Engineers, Project Management Team, and Plumbing Field Team. The Project Coordinator acts as the dedicated bridge between Dispatch, the Field, and our Clients. This role takes ownership of escalated, long-term, or high-tier requests, providing "white-glove" oversight to ensure complex jobs are executed flawlessly from intake to completion. The Project Coordinator also manages board operations, skill matching, equipment assignment, and last-minute call coverage. They play a crucial role in call triage, customer service, technician support, and administrative management, including CRM data integrity, permit coordination, and onboarding assistance.

Requirements

High School Diploma or equivalent required.
2+ years' experience and intermediate proficiency-level usage of MS Office applications, including Word, Excel, and PowerPoint, MS Project.
1+ years' experience/intermediate-level usage of desktop publishing software application(s).
Strong interpersonal skills and the ability to relate with a variety of departments and personalities.
Excellent verbal and written communication skills.
Strong organizational and time management skills to handle multiple issues efficiently and completing work to a deadline.
Demonstrated service excellence, participate in customer relation issues and find solutions to solve customer disputes.
High level attention to detail and ability to complete work to a deadline.
Able to participate in customer relation issues and find solutions to solve customer disputes.
Understand the necessity of maximizing the productivity of construction and technical workforce.
Understand the importance of handling sensitive and confidential information and documents.
Ability to work overtime when required.

Nice To Haves

Associate degree or higher preferred.
Experience with Adobe In-Design, Acrobat, Bluebeam Photoshop, and Illustrator preferred.
General knowledge of the construction or service business is preferred, but not required.

Responsibilities

Take ownership of escalated or complex service tickets handed off from Dispatch or PM’s.
Serve as the dedicated, single point of contact for clients requiring multi-step service or project fulfillment.
Coordinate schedules, parts, resources, and communications between field technicians, internal departments, and third-party vendors.
Monitor ongoing project timelines to ensure longer-term deliverables do not stall or fall through the cracks.
Proactively update clients on the status of their service requests to eliminate inbound follow-up calls to the dispatch team.
Maintain accurate, detailed records of complex cases within the company’s CRM or project management software.
Manage board operations, including shifting puzzle pieces throughout the day as jobs run long or finish early, thinking two moves ahead.
Assign complex jobs to senior technicians, while routing simpler tasks to junior techs.
Schedule equipment out to techs for high-level tracking.
Push to get last calls covered.
Prevent Technicians from responding without necessary context by asking probing questions during intake calls.
Differentiate between a true emergency and a nuisance issue and prioritize the schedule accordingly.
Communicate arrival windows clearly and send "on the way" notifications.
Handle de-escalation with frustrated customers if a technician is running behind.
Debrief technicians after every job to close out the ticket, ensure notes are accurate, and clear them for the next call.
Coordinate with parts supply houses if a tech needs a specific part or arrange for a junior tech to drop off a part to a senior tech on a big job.
Ensure techs are on schedule and direct communication with techs and customers.
Document and track safety toolbox talks.
Ensure all customer information is updated in the CRM (new chief engineer, property rules and regs, entry codes, and job histories).
Assist with pulling municipal permits for major work like sewer replacements or gas line repairs.
Assign tech to the on-call schedule and manage holiday fairness.
Enter all backflow forms on agency portals.
Track service calls and notify the PM of any follow-up work or gaps to fill.
Take and distribute meeting minutes for sales and department team meetings; email recap with action items to meeting attendees.
Assist with onboarding new hires – coordinate with Human Resource to ensure that all first day activities are scheduled in advance, itinerary, meet & greets, etc.
Assist the manager with new hire equipment setup; ITPAFs, business cards, key fob/building access, email setup, etc.
Provide Prequalification Support for approved RFP's and bids.
Act as IFS and Bid Tracer Super User – Generating reports for the Sales Manager that tracks individual sales activity.
Monitor proposal and bid activity levels in the three main business segments (Retrofit, Repairs & Maintenance).
Schedule Estimate reviews with sales personnel and the Sales Managers.
Schedule Pre-job planning and Risk Review meetings – Scheduling required attendees based upon scope and dollar amount i.e., RVP, SVP etc..
Plan and organize meetings for Service leadership, Sales Managers, salespeople and vendors as needed by the Sales Manager including rooms and catering (for both in person and virtual meetings as applicable).
Perform general administrative duties such as typing and photocopying general correspondence including, but not limited to: letters, proposals, presentations, reports, agreements, contracts, and memos from notes or sending and/or distributing various correspondences on behalf of Project Managers.
Maintain accurate filing system and project document control.
Take and transcribe meeting notes.
Perform other tasks and duties as assigned by Sales Managers, direct supervisor and/or upper management.