JOB DESCRIPTION SUMMARY:
The basic function of the service coordinator is to assist all customers and managers as needed and assist with the efficiency of each department as needed.
REPORTING RELATIONSHIPS:
The service coordinator will report to the Administrative Manager
The service coordinator has a close working relationship with the other Department Heads, Commercial Service Supervisors and Residential Service Supervisor.
REQUIREMENTS:
Requires: A High School Degree, minimum.
Requires: 5 years’ experience in the HVAC or related business
- Must be an out-going individual who is comfortable speaking with new people and adapting between multiple departments. Must be the type of person who can put others at their ease and inspire trust.
- The physical requirements are walking, turning the head and torso, reaching, grasping, bending and flexing the arm, legs, wrist, hands and fingers.. The sense of being able to see, hear, and having full power of speech are required.
- Must be able to comprehend and perform business math calculations necessary to accurately for invoicing, quoting, reporting as needed.
- Must be able to communicate verbally and in writing in English to interact with customers and coworkers. Must be able to write and read reports and make presentations. Must be organized and able to manage time effectively.
WORKING CONDITIONS:
Will work in climate-controlled offices with little or no noise. Will also work on customer premises. Position requires appropriate dress and behavior.
AUTHORITY:
The Admin Manager shall grant sufficient authority to the service coordinator to assure the successful completion of all assigned responsibilities and duties.
RESPONSIBILITIES/DUTIES: The responsibilities and duties of the service coordinator include, but are not necessarily limited to:
- Scheduling service and maintenance calls for all departments including excellent customer service and communication with the technicians. Verifying that all calls are completed or closed out or rescheduled daily. Verify that all “need to return” and “quote needed” have either been rescheduled or given to the management for quotes.
- Assisting department managers on the monthly pm scheduling. Being proactive on scheduling so that technicians are not waiting for work.
- Assist managers if needed with quoting.
- Completing and verifying timesheet entry for payroll every Monday morning before 11am.
- Issuing Purchase Orders, verifying that a copy of the packing slip is attached and each one is itemized.
- Obtaining permits and inspections and assisting managers in follow up of inspections.
- Filing warranties, rebates, W9, COI’s and vendor paperwork.
- Assist management in lodging needs.
- Set up all new PM contracts and creating contract books.
- Ordering lifts when needed.
- Assisting management with sub-contractor agreements
- Maintaining customer data base, correct address, email, telephone number, equipment, etc.
- Assist service billing when needed.
- Monthly/Quarterly reporting of commercial contract renewals with profitability for Matt/Sales
- Maintaining cooperative and positive working relationships with customers, coworkers and the business community
7.0 ADDITIONAL DUTIES: The duties of the service coordinator include, but are not limited to:
Assuming any other duties that the Administrative Manager may deem it necessary to assign.
MEASURE OF PERFORMANCE: The performance of the service coordinator will be deemed to be acceptable when:
- Scheduling of work orders is up to date and maintained daily
- Recognize efficiency issues and notify managers when needed with possible solutions.
- Timesheets are completed timely.
- Contracts are set up, appointment scheduled, and books are made within the week of receipt.
- Time and material jobs are set up immediately with all information in the work order and scheduled daily.
- Customer complaints are minimal and quickly resolved.
- Warranties and rebates are filed weekly.
- Maintain positive customer service both are external and internal customers.
- Consistently show the ability to recognize and deal with priorities, and all duties are performed in and independent manner.
