Service Coordination Manager

EMCOR Services New England Mechanical; South Windsor (CT); On-site; USD 85,000 - 110,000; Full time

Job summary

New England Mechanical Services, Inc. in South Windsor, CT is seeking a Service Coordination Manager to lead the centralized Service Coordination department across eight branches, ensuring efficient scheduling, strong customer communication, and continuous process improvement.

This on-site role requires a collaborative, motivational leader capable of guiding people, improving systems, and influencing cross-functional decisions.

Qualifications

• 5–7+ years of leadership in service operations, dispatch, field service, logistics, or similar.
• 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.

Responsibilities

• Recruit, lead, coach, develop, and evaluate the centralized Service Coordination team.
• Foster a culture of teamwork, professionalism, adaptability, and customer service.
• Oversee daily service coordination functions including scheduling, customer communication, time/attendance, work orders, PO verification, portal compliance, and follow-up.
• Ensure efficient work assignment balancing commitments, geography, technician skills, contract requirements, and priorities.
• Develop, document, and maintain standardized operating procedures.
• Identify workflow inefficiencies and implement scalable solutions and best practices.
• Build relationships across the organization to maintain centralized operational consistency.
• Ensure exceptional customer service.
• Develop and monitor departmental KPIs and metrics.

Skills

Leadership in service ops

Dispatch & scheduling

KPIs & analytics

ERP & MS Office

Tools

ERP systems

MS Office

Job description

We offer single‑source facilities services solutions, including engineering, design, installation, repair, maintenance and operations for commercial real estate, financial, healthcare, technology, educational, and industrial facilities.

Job Summary

New England Mechanical Services, Inc. is seeking a Service Coordination Manager to work on‑site and provide leadership, oversight, and strategic direction for the company’s centralized Service Coordination department supporting eight branch offices across New England and New York. This role is responsible for ensuring efficient scheduling, exceptional customer communication, workforce optimization, operational consistency, and continuous process improvement. This in‑person position is located in our South Windsor, CT headquarters office and requires a highly collaborative, motivational leader who is equally comfortable managing people, improving systems, analyzing data, and influencing cross‑functional operational decisions. High energy, positivity and dedication are must‑have attributes.

Essential Duties & 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.
• Other related duties as required.

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.
• Proficiency with ERP, dispatch, scheduling, and Microsoft Office applications.
• Commercial HVAC or mechanical service industry experience is a plus.
• Project management experience is a plus.

Physical Demands

This position is in‑person in an office working environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Must be able to sit for long periods of time performing typing and computer work for long periods of time.

Work Environment

Noise level is moderately low, climate‑controlled environment, stress level is moderate to moderately high, and business‑casual attire is required.

Equal Opportunity Employer

We are an equal‑opportunity employer. Veterans and individuals with disabilities are encouraged to apply.

Affirmative Action Policy

Please review our affirmative action policy.