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Service Operations Coordinator

2 months ago

Wilmington, North Carolina, United States Hoffman & Hoffman Inc Full time
Job Overview

Position Title: Service Coordinator
Employment Type: Full-Time, Non-Exempt, eligible for overtime
Reporting To: Area Manager, Dispatch Services

Role Objective: The Service Coordinator is responsible for delivering exceptional customer service and providing comprehensive administrative assistance to the Administrative Services Manager and HVAC service technicians. This includes managing service calls, scheduling technician dispatch, procuring materials, responding to information requests, and executing clerical tasks such as drafting correspondence, welcoming visitors, organizing travel, arranging training sessions, and coordinating meetings. Additionally, this role will offer backup support for accounting functions.

Employment Terms: This position is at-will, meaning that employment is not guaranteed for any specific duration.

About Hoffman Mechanical Solutions: A division of Hoffman & Hoffman, Inc., we are dedicated to leading the HVAC industry by providing innovative solutions through exceptional design and customer service.

Key Responsibilities of the Service Coordinator:

  • Draft reports, memos, letters, and other documents utilizing various software tools.
  • Analyze and interpret Field Service Reports.
  • Oversee and maintain service schedules effectively.
  • Engage with both internal and external clients.
  • Coordinate service calls by collecting customer information and logging details in the Viewpoint system, following up to check on call status.
  • Assist in the subcontractor pre-approval process.
  • Handle incoming calls, directing them to the appropriate parties or taking messages as necessary.
  • Perform general office tasks, including ordering supplies and maintaining records management systems.
  • Sort and distribute incoming correspondence, including faxes and emails.
  • Arrange travel logistics for technicians as required.
  • Prepare meeting agendas and coordinate arrangements, including catering for luncheons.
  • Provide administrative support to service technicians.
  • Coordinate and manage office services efficiently.
  • Supply information for managerial reports, financial statements, strategic planning, and decision-making.
  • Conduct basic bookkeeping tasks, such as setting up new customers and vendors and processing time sheets.
  • Develop service schedules based on requests and work orders from associates.
  • Assist fellow Service Coordinators with their workload during absences.
  • Support the accounting team and serve as a backup for the Accounting Assistant when time permits.

Qualifications and Experience Required:

  • Preferred post-secondary degree.
  • 3-5 years of relevant work experience in a similar role or in dispatching.
  • Experience in the mechanical service or HVAC industry is preferred.
  • Familiarity with service management or accounting systems is a plus.

Job Expectations:

  • Punctuality and immediate engagement upon arrival at work.
  • Effective and clear communication, both verbal and written.
  • Accurate and thorough execution of work tasks.
  • Dependability and trustworthiness.
  • Efficiently organizing and completing work within deadlines.
  • Building strong relationships and communicating effectively with customers and colleagues.
  • Maintaining a neat and organized workspace.
  • Ability to prioritize tasks and manage time effectively.
  • Completing all work responsibilities prior to scheduled time off.
  • Establishing and maintaining the confidence of customers, service technicians, sales engineers, and coworkers.
  • Demonstrating enthusiasm and a commitment to completing tasks promptly and accurately.
  • Recognizing the importance of interactions with service technicians and customers.
  • Detail-oriented with the ability to identify inconsistencies and errors.

Benefits of Employment at Hoffman Mechanical Solutions:
We are proud to be 100% employee-owned through an Employee Stock Ownership Plan (ESOP), which serves as a retirement benefit fully funded by the company, in addition to offering 401(k) options for employee contributions. Research indicates that ESOP companies tend to experience faster growth in sales and employment, and employees in ESOPs often have significantly higher retirement savings compared to those in traditional companies. We also provide medical, dental, vision, and life insurance, along with paid time off (PTO).

Physical Requirements:

  • Frequent standing, walking, and sitting.
  • Regular handling and fingering tasks.
  • Occasional lifting and carrying of weights up to 20 lbs.
  • Ability to reach outward and above shoulder level, bend, and squat as needed.

Work Environment:
The work setting at Hoffman Mechanical Solutions features an open office layout within a controlled atmosphere building. Some tasks may require brief periods in non-air-conditioned environments. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

This job description outlines the essential functions and basic duties of the position but is not intended to be an exhaustive list of all responsibilities, skills, and tasks that may be assigned. Additional duties may be assigned by management as deemed appropriate.

This document does not constitute a contract and is subject to change at the discretion of Hoffman Mechanical Solutions.