Service Operations Coordinator

2 weeks 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, planning and dispatching service requests, utilizing company software systems, and executing various operational tasks. It is essential to maintain organization, safety, and timely completion of all assigned responsibilities.

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 service technicians.
  • Dispatch work orders to technicians' devices and confirm the initiation of service calls.
  • Update the status of all assigned work orders regularly.
  • Ensure the closure of completed calls at the end of each day, maintaining this process throughout the day.
  • Verify that all time entries are accurate, remarks are updated, and all associated costs are documented correctly.
  • 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 (by 10 AM) for the previous day.
  • Contact technicians who have not submitted their time cards by 10 AM to ensure compliance.
  • Inform service managers of any technicians not adhering to the time card submission process.
  • Review all service calls from the previous night/weekend each morning, discuss with technicians, and input data into COINS.

General Duties:

  • Develop a comprehensive understanding of the skills possessed by all commercial service technicians.
  • Enhance the productivity and quality of service delivery while ensuring prompt attention to urgent jobs.
  • Before concluding each day, ensure that every technician has a job assigned for the following day.
  • Compile weekly performance metrics and dispatch as necessary.
  • Follow up on service calls for National Accounts, including estimated times of arrival, findings, and completion dates.
  • Monitor parts awaiting quotes for assigned technicians, documenting communication details weekly.
  • Send weekly updates via text and email to on-call personnel.
  • Ensure timely completion of outstanding work orders.
  • Guarantee that scheduled work is executed as planned, with only emergency jobs causing interruptions.
  • Propose operational improvements to the management team.
  • Exhibit strong organizational capabilities.
  • Ability to climb stairs as required.
  • Possess computer skills to learn new software and utilize company systems effectively.
  • Demonstrate self-motivation and teamwork.
  • Exhibit a strong work ethic and the ability to multitask.
  • Adhere to safety protocols within the workplace.
  • Additional responsibilities may be assigned as necessary.

About EMCOR Government Services

As a prominent provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer a competitive salary and benefits package. We are committed to attracting individuals with the talent and skills necessary for our ongoing growth and success. We are an Equal Opportunity Employer/Veterans/Disabled.

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, College Coach, and an employee assistance program.

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