Service Coordination Manager

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

About Us

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 a must.

#nemsi

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 a plus
• Project management experience 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. Able to sit for long periods of time, typing computer work for long periods of time.

Work Environment

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

Equal Opportunity Employer

As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled

Affirmative Action Policy

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