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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 crucial role in ensuring effective communication with clients, meticulous planning, and efficient dispatching of service technicians. This position requires proficiency in company software systems and a commitment to completing tasks in a safe and timely manner.

Key Responsibilities include, but are not limited to:

Daily Work Order Management:

  • Generate call slips and work orders with all relevant client details in the COINS system.
  • Prioritize, schedule, and allocate work orders to technicians based on urgency and availability.
  • Dispatch work orders to technicians via iPads and confirm that they have commenced their assignments.
  • Update the status of all assigned work orders throughout the day.
  • Ensure that all completed calls are properly closed at the end of each day.
  • Verify that all time entries are accurate, including remarks and costs associated with materials.
  • Monitor incomplete work orders to ensure timely follow-up.
  • Communicate with technicians regarding updates on open calls.

Additional Daily Tasks:

  • Confirm that time cards are submitted by all iPad users each morning.
  • Contact technicians who have not submitted their time cards to ensure compliance.
  • Provide service managers with a list of technicians who are not adhering to time card submission protocols.
  • Review all service calls from the previous night/weekend and discuss findings with technicians.

General Duties:

  • Acquire a comprehensive understanding of the skills and capabilities of all commercial service technicians.
  • Enhance the productivity and quality of service provided by technicians, ensuring prompt responses to emergency requests.
  • Before concluding each day, ensure that every technician has a job scheduled for the following day.
  • Compile weekly performance metrics and dispatch as necessary.
  • Follow up on service calls for National Accounts, tracking estimated arrival times and completion dates.
  • Monitor parts awaiting quotes for assigned technicians and document communications.
  • Send weekly updates via text and email to on-call personnel.
  • Ensure timely completion of outstanding work orders.
  • Maintain scheduled work unless interrupted by emergency jobs.
  • Propose improvements to operational processes to the operations manager.
  • Exhibit strong organizational skills and the ability to multitask.
  • Adhere to safety protocols within the workplace.
  • Other responsibilities may be assigned as needed.

About EMCOR Government Services

As a prominent provider of mechanical and electrical construction, facilities services, and energy infrastructure, EMCOR Government Services offers a competitive salary and benefits package. We are committed to fostering a diverse and inclusive workplace.

Compensation Range: $20.00-$24.00/hour

Benefits: Our comprehensive 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.