Job Title: Service Coordinator
Position Summary
The Service Coordinator is responsible for coordinating daily service operations, dispatching technicians, supporting purchasing activities, and maintaining communication between customers, technicians, vendors, and office staff. This role manages service requests from intake through completion, schedules and assigns work based on priority and availability, and ensures accurate documentation and communication throughout the service process.
Key Responsibilities
Service Coordination & Dispatch
- Coordinate with office staff and field personnel to ensure efficient service delivery and successful job completion
- Receive and respond to incoming calls, dispatch line inquiries, and customer requests in a timely and professional manner
- Monitor after-hours messages, on-call requests, and incoming emails
- Create, schedule, and manage service calls based on customer needs, urgency, and priority
- Assign technicians based on skill set, availability, location, and workload
- Maintain and update the dispatch board with accurate job status and next steps
- Serve as the primary point of contact for technician check-in and check-out procedures
- Monitor technician progress and communicate updates throughout the day
- Maintain accurate job notes, labor hours, equipment needs, and customer communications
- Coordinate special equipment needs such as lifts, cranes, and other jobsite requirements
- Support scheduling of maintenance work, service calls, and small project work
- Coordinate company vehicle usage, including fleet assignments and spare units
- Schedule meetings, training sessions, and operational activities as needed
Purchasing & Inventory Support
- Source and purchase parts and materials through approved vendors
- Maintain and update parts tracking systems and daily status reports
- Respond to technician inquiries regarding parts availability and specifications
- Obtain vendor quotes, place orders, and track delivery timelines
- Update service management systems with purchasing activity and order status
- Process warranty claims, returns, and replacement part requests
- Assist with receiving shipments and coordinating warehouse inventory flow
- Provide documentation for company purchasing and credit card transactions
- Maintain accurate purchasing records and ensure timely communication of order status
Customer & Client Support
- Serve as a primary point of contact for customers throughout the service process
- Provide updates on scheduling, service progress, parts status, and job completion
- Generate, manage, and follow up on customer quotes from creation through approval
- Respond to customer inquiries and concerns in a timely and professional manner
- Support general customer service and administrative functions as needed
- Provide backup support for front office and call intake functions
- Communicate daily priorities and updates to operations and field teams
Qualifications
- High school diploma or equivalent required
- Strong customer service and communication skills
- Excellent organizational skills and attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency with computer systems, scheduling software, and Microsoft Office
- Ability to work effectively with customers, technicians, vendors, and office staff
Preferred Qualifications
- Experience in HVAC/R service coordination, dispatching, purchasing, or customer service
- Knowledge of HVAC systems, equipment, and parts terminology
- Post-secondary education in HVAC, business administration, supply chain, or related field
- Experience with service management or dispatch software systems
Key Competencies
- Customer Focus
- Communication
- Team Collaboration
- Problem Solving
- Time Management
- Attention to Detail
- Organization and Planning
- Vendor Relationship Management
- Adaptability and Multitasking
Work Environment
- Office-based position
- Prolonged periods of sitting and computer use
- Occasional lifting of office materials up to 30 lbs
- Use of standard office equipment and communication systems