Multi-Location Service Coordination Lead

New England Mechanical Services, Inc.; South Windsor (CT); On-site; USD 85,000 - 125,000; Full time

Job summary

New England Mechanical Services, Inc. is seeking a Service Coordination Manager to lead and optimize our centralized coordination team located at South Windsor, CT.

The role provides leadership, oversight, and strategic direction for coordinating service work across eight branches in New England and New York. You will drive scheduling efficiency, customer communications, and workforce optimization, while shaping standardized processes, KPIs, and cross-functional collaboration to improve service

Qualifications

• 5–7+ years of leadership in service operations, dispatch, or field service.
• Experience managing multi-location or centralized operations.
• Strong knowledge of scheduling and workforce optimization.
• Proven ability to lead teams through organizational change.
• Excellent analytical, organizational, and communication skills.
• Experience developing operational processes and KPIs.
• Proficiency with ERP, dispatch, scheduling, and Microsoft Office.
• HVAC or mechanical service industry experience is a plus.

Responsibilities

• Recruit, lead, coach, develop, and evaluate the centralized Service Coordination team.
• Foster teamwork, professionalism, adaptability, and customer service.
• Oversee daily service coordination: scheduling, communications, time/attendance, work orders, portal compliance, follow-up.
• Ensure efficient work assignment balancing commitments, geography, skills, contracts, and priorities.
• Develop and maintain standard operating procedures.
• Identify inefficiencies, implement scalable solutions, standardize best practices.
• Build collaborative relationships across the organization while ensuring consistency.
• Develop and monitor departmental KPIs; report metrics.

Skills

Leadership

Scheduling

Workforce optimization

Tools

ERP software

Microsoft Office

Dispatch systems

Job description

New England Mechanical Services, Inc. is seeking a Service Coordination Manager to lead and optimize our centralized coordination team located at South Windsor, CT.

The role provides leadership, oversight, and strategic direction for coordinating service work across eight branches in New England and New York. You will drive scheduling efficiency, customer communications, and workforce optimization, while shaping standardized processes, KPIs, and cross-functional collaboration to improve service