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Service Operations Specialist

2 months ago

Woodridge, Illinois, United States AMS Industries, Inc. Full time

AMS Industries, Inc. is a prominent Mechanical contracting organization catering to the commercial, industrial, refrigeration, and nuclear sectors. With a legacy spanning over six decades, AMS has evolved from a modest refrigeration service provider to a comprehensive MEP contractor, employing over 500 skilled professionals. Our commitment lies in fulfilling client expectations, nurturing our workforce, and contributing positively to the communities we serve.

Based in our state-of-the-art facility, the Service Operations Specialist plays a crucial role in overseeing the scheduling and coordination of our field service teams. This position is vital for ensuring timely repairs, preventive maintenance, startups, and project execution.

Key Responsibilities:

  • Participate in the on-call rotation for service coordination.
  • Collaborate with Client Managers to assess service and project requirements.
  • Work alongside Construction and Refrigeration Project Managers to align startup schedules and staffing needs.
  • Coordinate with Client Service Project Managers to determine technician requirements for projects.
  • Engage with the Procurement team to schedule technicians following the confirmation of parts delivery.
  • Communicate daily with Operations and General Managers to:
  • Organize field service teams for repairs, preventive maintenance, startups, and project tasks.
  • Schedule all service, preventive maintenance, and project activities with clients.
  • Provide daily schedules for field service teams to relevant AMS personnel.
  • Conduct meetings with AMS staff to address client concerns.
  • Process timecards and service tickets on a daily and weekly basis.
  • Manage electronic scheduling, work order, and preventive maintenance systems.
  • Generate reports related to labor, preventive maintenance, and service as required.
  • Distribute service tickets to appropriate AMS team members for cost assessment and follow-up.
  • Monitor preventive maintenance and inspection schedules to ensure:
  • Labor forecasts are current and shared.
  • Preventive maintenance and inspection tasks are scheduled and completed promptly.
  • Track client callbacks and review them weekly with the AMS team.
  • Review daily reports from the answering service and discuss necessary follow-ups with the team.
  • Maintain the technician skills assessment spreadsheet.
  • Assist in the onboarding process for new technicians.
  • Perform other related duties as assigned.

Qualifications:

  • High School diploma or equivalent.
  • Strong written and verbal communication abilities.
  • Outstanding organizational and leadership skills.
  • 3-5 years of experience in data entry.
  • Proficient in Microsoft Office Suite (Excel, Word).
  • Exceptional interpersonal skills necessary for effective resolution of customer issues and internal challenges.
  • Able to thrive in a fast-paced and high-pressure environment.