Service Coordination Leader: Scheduling & Ops Excellence

EMCOR Group, Inc.

Windsor (CT)

On-site

USD 90,000 - 130,000

Full time

14 days+

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Job summary

New England Mechanical Services, Inc. is seeking a Service Coordination Manager to lead the centralized Service Coordination team on-site at the South Windsor, CT headquarters. You will drive scheduling, customer communication, and workforce optimization, shaping operational consistency across eight branch offices in New England and New York.

You will mentor leaders, develop SOPs, and monitor KPIs to continuously improve service delivery and customer satisfaction.

Qualifications

5–7+ years of leadership experience in service operations, dispatch, field service, logistics, or similar operational environment.
Experience managing multi-location or centralized operations.
Strong knowledge of scheduling and workforce optimization.
Demonstrated success leading teams through organizational change.
Excellent analytical, organizational, and communication skills.
Experience developing operational processes and KPIs.
Strong conflict resolution and coaching abilities.
Project management experience a plus.
HVAC or mechanical service industry experience a plus

Responsibilities

Recruit, Lead, coach, develop, and evaluate the centralized Service Coordination team.
Foster a culture of teamwork, professionalism, adaptability, and customer service.
Provide oversight for all daily service coordination functions including: Technician scheduling, Customer communication, weekly technician time/attendance preparation and approvals, Work order management, customer purchase order verification, customer portal compliance, service completion follow-up
Ensure work is assigned efficiently while balancing customer commitments, geography, technician skill sets, contract requirements, and location priorities.
Develop, document, and maintain standardized operating procedures.
Identify workflow inefficiencies, implement scalable solutions, and standardize best practices
Build collaborative relationships at all levels of the organization while maintaining centralized operational consistency.
Ensure exceptional customer service.
Develop and monitor departmental KPIs.
Monitor, improve and report department metrics such as technician utilization, drive time, response times, first-time fix support, open & aging work orders, call volume.