Service Coordinator

4 days ago

Wilmington, Delaware, United States Kelvin Group Full time
Service Coordinator

Department: ARC Mechanical

Employment Type: Full Time

Location: Wilmington, MA


Description ARC Mechanical is adding a Service Coordinator to our team. The HVAC / Refrigeration Service Coordinator is responsible for supporting our field staff of over 100 technicians. 

Key Responsibilities
  • Assist in coordinating of parts and equipment to field staff.
  • Receive service requests via phone and e-mail.
  • Schedule and dispatch Service Operations Technicians to appropriate service appointments.
  • Accurately record service requests in our dispatch system and assess urgency.
  • Assign work orders to the appropriate service technician.
  • Continuously communicate with the customer through the work order life cycle.
  • Follow up on service requests that need additional work.
  • Keep service notes and schedule up to date.
  • Schedule Preventive Maintenance tasks.
  • Assure customer procedures are followed.
  • Functions as the primary interface between the customer, and internal expertise surrounding all service activities.
  • Maintains customer satisfaction by investigating concerns, implementing corrective action, and communicating with customers and assigned staff.
  • Champion service module of ERP and maximize efficiencies through interrogation and analysis of key data.
  • Manage work order life cycle from start of service event until completion, approve completed work to be billed.
  • Standard hours will be 7:00am-4:00pm.

Skills, Knowledge and Expertise
  • A minimum of 3 years' experience working with technicians and customers in a high performing services business, preferably in the HVAC/Refrigeration market.
  • Strong business acumen including a solid understanding of service contracts, an eye for detail and superior customer service skills.
  • Must be a proactive leader with a proven track record of dispatching and directing the efforts of field technicians in response to customer needs.
  • Possesses a high level of initiative coupled with the intuition to make sound decisions quickly.
  • Experience working in a technical environment (HVAC/industrial refrigeration) is strongly preferred.

Benefits
  • Eligible for healthcare benefits on Day 1 of employment:
    • Medical, dental, vision, and prescription drug coverage
    • Flexible Spending Account (FSA), Dependent Care Spending Account (DCSA)
    • Health Savings Account (HSA)
    • Company-paid Life Insurance; Supplemental Employee, Spouse, and Dependent Life
    • Accident Hospital Indemnity
    • Company-paid Short and Long-term Disability Insurance
    • Pet Insurance
  • Employer matched 401(k) saving plan (with Roth option)
  • Weekly paycheck
  • Generous paid holiday schedule (11 days per year)
  • Paid time off (vacation + sick time)
  • Learning & Development programs
  • Employee Referral Bonus Program
  • Tuition Reimbursement


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