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Service Operations Coordinator

2 months ago

Rochester, New York, United States EMCOR Government Services Full time

Position Overview

The Service Coordinator plays a vital role in ensuring efficient communication with clients, meticulous planning, and effective dispatching of service technicians. This position requires proficiency in utilizing company software systems and managing various tasks to maintain a high standard of service delivery.

Key Responsibilities include, but are not limited to:

Daily Work Order Management:

  • Generate call slips and work orders with comprehensive client details in the COINS system.
  • Assess, schedule, and allocate work orders to service technicians.
  • Dispatch work orders to technicians via iPads and confirm the initiation of service calls.
  • Update the status of all assigned work orders promptly.
  • Ensure the closure of completed calls on a daily basis.
  • Verify accurate coding of time, remarks, and costs associated with materials.
  • Monitor incomplete work orders to ensure timely resolution.
  • Communicate with technicians regarding updates on open calls.

Additional Daily Tasks:

  • Confirm submission of time cards for all iPad users each morning.
  • Contact technicians who have not submitted time cards to ensure compliance.
  • Report non-compliance of technicians to service managers.
  • Review and discuss all calls from the previous night/weekend with technicians and document findings in COINS.

General Duties:

  • Acquire a thorough understanding of the skills possessed by all commercial service technicians.
  • Enhance the productivity and quality of service technicians while ensuring prompt response to emergency requests.
  • Ensure that each technician has a job scheduled for the following day before leaving each day.
  • Compile weekly performance metrics and dispatch as necessary.
  • Follow up on service calls for National Accounts, including estimated times of arrival and completion dates.
  • Monitor parts pending for quoted work and document communications regarding these parts.
  • Send weekly updates via text and email to on-call personnel.
  • Oversee incomplete work to guarantee timely completion.
  • Ensure that scheduled work is executed as planned, with emergency jobs only interrupting as necessary.
  • Propose improvements to operational processes.
  • Exhibit strong organizational skills and a commitment to safety protocols.
  • Demonstrate proficiency in computer systems and a willingness to learn new software.
  • Show self-motivation and a collaborative spirit.
  • Maintain a strong work ethic and the ability to multitask.
  • Adhere to safety regulations within the workplace.
  • Additional responsibilities may be assigned as needed.

About EMCOR Government Services

As a premier provider of mechanical and electrical construction, facilities services, and energy infrastructure, EMCOR Government Services offers a competitive salary and comprehensive benefits package. We are dedicated to fostering a diverse workforce and are an Equal Opportunity Employer.

Compensation Range: $20.00-$24.00/hour

Benefits: Our benefits package includes medical, dental, and vision coverage, health savings and flexible spending accounts, life insurance, disability, a 401(k) Savings Plan, and an employee assistance program.