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Service Coordinator

1 month ago

Des Plaines, United States Bernard Nickels & Associates Full time

Type: Contract to Hire (Full-Time)

Length of Contract Period: ~3 Months

Location: Des Plaines, IL (onsite role). This role may also require occasional field visits to support technicians and inspect work.

Schedule: Monday-Friday, 6:00am-3:00pm + flexibility to be on-call

Pay Range: $20 to $23 per hour


Company Overview:

Our client is a leading distributor of filtration-related products, catering to diverse industries. They change over 2,000 filters daily at more than 4,000 accounts, serving large and small industrial facilities, commercial establishments, contractors, chain accounts, hospitals, and public buildings.


Position Summary:

The Service Coordinator is tasked with creating a remarkable customer experience by providing administrative and logistical support to HVAC field technicians, ensuring the efficient execution of customer service requests including maintaining/rescheduling service dates in the CRM software, and managing all related documentation. This role involves on-call support, handling service scheduling issues, managing service ticket routing, ordering supplies (ladders, gloves, rain suits, etc.), and assisting with special service-related projects.


Responsibilities:

  • Provide on-call support for all field technicians to address immediate concerns and service issues, which can include pulling equipment lists, on-site client contacts, identifying units, etc.
  • Assist the Account Management (AM) and Service Manager with service issues and concerns to ensure smooth operations (escalation, backup, invoice identification, etc.).
  • Scan surveys and sensitive documents for secure storage and easy retrieval. Maintain NetSuite with pending fulfillment work orders by creating events and cases relating to the current status of work order.
  • Sort weekly service tickets to ensure proper tracking and follow-up.
  • Track and revise survey (customer equipment list) forms to maintain accurate records and facilitate efficient service execution via google calendar. Service Coordinator will create a meeting invite with the attached form on the date/time/location/onsite contact/ customer at the expected time of service for the service technician’s route.
  • Update service tickets daily with filter quantities and FPF to accurately execute service demands and ensure customer satisfaction. Review any changes and adjust pricing as necessary, assigning the case to the dedicated account manager. Ensure all updates are completed by the weekly deadline on Thursday mornings by 9:30am.
  • Respond to all customer inquiries within 4 hours, escalating issues as necessary. Ensure transparency and maintain customer relations by sending copies of completed service tickets to requesting customers within 24 hours of service completion.
  • Manage and route the seasonal coil cleaning calendar (PW) to ensure timely and efficient scheduling of preventative maintenance tasks.
  • Order necessary products and supplies for field technicians to ensure they have the tools and materials needed for their work, this could entail, PPE, gloves, ladders, harnesses, etc.).
  • Support the Route Leader with rescheduling field technicians.
  • Assist the Service Manager with special projects as needed.
  • Track credit card spending in Excel to ensure accurate financial reporting and budget management.
  • Assist Service Manager with coil cleaning related inventory to maintain accurate records of inventory levels and usage.


Qualifications:

  • High School Diploma/GED required. Associate’s Degree (or higher) with additional education or training in HVAC preventative maintenance, or a related field is a plus.
  • Previous experience in a similar administrative or support role, preferably in the HVAC or industrial distribution industry.
  • Strong organizational skills and attention to detail.
  • Proficiency in Microsoft Excel and other office software.
  • Proficiency in ERP software, NetSuite is preferred
  • Excellent communication and interpersonal skills.
  • Ability to handle multiple tasks and prioritize effectively.
  • Flexibility to be on-call and respond to urgent service needs.
  • Bilingual (Spanish) is a plus.