Job Description
Job DescriptionDescription:
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.
Requirements:
- 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.