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Service Coordinator

2 months ago

Philadelphia, Pennsylvania, United States SalesFirst Recruiting Full time
About the Role

The Service Coordinator will play a pivotal role in managing the dispatching process for national and local accounts. This role requires a deep understanding of the HVAC industry and will involve duties such as dispatching, customer interaction, understanding customer workflow needs and dispatching technicians to assist with any issues, helping to build quotes and proposals, and data collection and tracking within the ERP software systems.

Key Responsibilities:
  • Dispatching and Coordination: Manage and coordinate dispatching processes for large national and house accounts.
  • Preventive Maintenance: Monitor preventive maintenance agreements to ensure timely inspections and adherence to allotted hours.
  • Quote and Proposal Preparation: Prepare and submit quotes, proposals, and contract documents ensuring compliance with specific account requirements.
  • Collaboration and Communication: Collaborate with the parts coordinator and technicians to come up with accurate repair quotes and parts availability, and communicate closely with the Area Service Manager to ensure consistent and prompt communication with the customers.
  • Process Management: Ensure all processes are followed to avoid overlooking any critical steps.
  • Service Call Management: Enter and record detailed service call information, including customer and site data, problem description, and contract numbers.
  • Emergency Dispatch: Perform emergency dispatch duties on a rotating basis, including nights and weekends, while providing regular reports on open jobs.
Requirements:
  • Experience: 3-5 years of experience in a dispatching role within the commercial/industrial HVAC industry or similar.
  • National Account Experience: Experience working with national accounts, particularly in high-stakes environments.
  • Software Proficiency: Experience in data tracking and logging information within software systems such as Coins, ServiceTitan, Viewpoint, or similar.
  • Computer Skills: Strong computer proficiencies: Micro Office Suite 365 (Word, Excel, PowerPoint, Teams, Smartsheet, SharePoint).
  • Attention to Detail: Strong attention to detail and ability to manage multiple tasks simultaneously.
  • Communication Skills: Excellent communication skills, with a customer-focused approach.