Service Coordinator

Socket.dev; Orange (CA); On-site; USD 39,000 - 52,000; Full time

Job summary

The Hiller Companies, LLC is seeking a Service Coordinator to support the Service Manager and Technicians by coordinating schedules, materials, and documentation for inspections and repairs of fire and life safety systems.

Responsibilities include dispatching personnel, communicating with customers, tracking progress, and ensuring timely job closures while maintaining strong customer relations and accurate records.

Qualifications

• 2+ years of experience in business-to-business customer service is required.
• Prior service department experience is preferred, ideally in life and safety, and/or security and communications.
• Excellent communication and customer service skills, with the ability to interact professionally with clients and team members.
• Confident personality to properly negotiate with outside organization contacts, such as vendors and customers.
• Excellent oral and written communication skills. Proficient computer skills, including MS Office programs and track record of learning and mastering new programs.
• Strong record-keeping, analytical skills, time management, and job prioritization skills.
• Remarkable organizational skills and attention to detail.
• Demonstrated understanding of workflow processes, service operation metrics and customer follow-up.
• Prior experience with Service Trade or similar program.
• Working knowledge of JD Edwards E1 or other ERP system

Responsibilities

• Direct coordination and management of daily schedules and planning of field service technicians for inspections, maintenance, testing and repair of Fire and Life Safety Systems.
• Communicate and resolve scheduling issues with customers and personnel.
• Monitor technician activity and meet customer commitments, communicate status changes clearly.
• Alert management of potential problems from customer or field issues and work to resolve.
• Review completed jobs and verify inventory and costs for job closure.
• Maintain and process inspection documentation during job completion.
• Track and address jobs reopened due to missing information.
• Stay updated on work progress, customer relations, and material administration affecting service operations.
• Measure branch activity and compliance, identify improvements and implement action plans.
• Coordinate quotes with sales when identified during inspections.
• Serve as point of contact for 3rd party portals and ensure extensions are requested.
• Provide optimal route planning to improve efficiency and reduce travel.

Skills

Customer service

Communication

Organization

Time management

Detail orientation

Negotiation

Problem solving

Tools

JD Edwards E1

ERP systems

MS Office

Job description

The Hiller Companies, LLC has an immediate opening for Service Coordinator.

The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property all around the world. Headquartered in Mobile, Alabama, Hiller extends its reach globally as well as in domestic markets with offices across the United States. With over 100 years in the industry, our mission is to ensure the highest standards of safety and innovation in comprehensive fire protection services, including installation, inspection, maintenance, and repair of critical fire and life safety equipment. Our team remains laser-focused on one goal – making the world a safer place.

Job Summary:

The Service Coordinator is a critical support role to the Service Manager and Service Technicians, to ensure strong planning and coordination for all service inspection and repair activity. The Service Coordinator is the liaison between customers and other Hiller team members to coordinate schedules, materials, and ensure the proper documentation of work is performed. This position is responsible for dispatching personnel to the customer's job site, communicating with clients, and providing guidance to the eld service technicians.

Pay Range:

$28.00/hour-$38.00/hour. The posted salary range reflects the anticipated hiring range for this position at the time of posting and is provided in accordance with applicable pay transparency laws. Actual starting pay will be determined based on job-related factors, including the candidate's qualifications, experience, skills, education, internal equity, geographic location (where applicable), and market considerations. Not all candidates will be hired at the top of the posted range. The posted range reflects base salary only and does not include any applicable bonuses, commissions, overtime, or the value of employee benefits. Eligible employees may participate in the Company's benefit programs, subject to the terms and eligibility requirements of each plan.

Work Location:

This role will ideally be located in Lancaster, CA, but candidates in Van Nuys or Orange will also be considered.

Key Responsibilities:

• Responsible for direct coordination and management of daily schedules and planning of field service technicians, performing services of Inspections, Maintenance, Testing and Repair of Fire and Life Safety Systems.
• Communicate and resolve issues with customers and personnel regarding the scheduling of inspection work.
• Monitor technician activity and schedules ensuring that customer commitments are met, clearly communicate status changes back to the customer regarding early or late anticipated arrivals.
• Alert management of potential problems resulting from customer or field complaints and work to resolve.
• Review all completed jobs and verifying inventory of service technicians and cost materials to jobs appropriately during the job closure process.
• Maintain and process inspection documentation as required during the job completion process.
• Track and address all jobs that are reopened due to missing information.
• Stay up to date on work progress, customer relations, field personnel relations, material administrationand other matters affecting service operations.
• Measure branch activity and compliance with program initiatives, identify areas that require improvement, and develop and implementaction plans with branch/ regional management.
• Communicate to the sales teams when a quote is needed that was identified during an inspection. (Such opportunities will primarily be recognized during the job closure process.)
• Serve as the point of contact for all 3rd party portals (IROL, etc.)
• Ensure work order extensions are requested in customer portals as required.
• Provides optimal route planning when scheduling to ensure efficiency, reduce travel time, cost, and distance
• Identify customers where we are not currently performing on all service lines and communicating with sales team the opportunities for additional service line sales.
• Complete special projects as required.
• Develop positive and ongoing relationships with customers and team members.
• Other duties as assigned.

Qualifications

What We Are Looking For:

• 2+ years’ experience in business-to-business customer service experience is required.
• Prior service department experience is preferred, ideally in life and safety, and/or security and communications industry.
• Excellent communication and customer service skills, with the ability to interact professionally with clients and team members.
• Confidentpersonality to properly negotiate with outside organization contacts, such as vendors and customers.
• Excellent oral and written communication skills. Proficient computer skills, including MS OfficePrograms and track record of learning and mastering new programs.
• Strong record-keeping, analytical skills, time management, and job prioritization skills.
• Remarkable organizational skills and attention to detail.
• Demonstrated understanding of workflow processes, service operation metrics and customer follow-up.
• Prior experience with Service Trade or similar program.
• Working knowledge of JD Edwards E1 or other ERP system

Physical Requirements:

• While performing the essential functions of this job the employee is regularly required to stand, walk, use hands to finger, handle, or feel, reach with hands or arms, stoop, kneel, crouch, or crawl, and is occasionally required to lift and/or move heavy objects.
• Ability to lift and carry up to 50 pounds.
• Capable of standing, walking, bending, and kneeling for extended periods.

Hiller is a drug-free workplace, an equal opportunity employer and ADA compliant.

We are proud to operate according to our Core Values: Passion to Perform, Trust to Act, Act Responsibly and Make It Fun.

Most employee benefits start from the first day of employment, including:

• Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education
• Comprehensive benefits package, including health, dental & vision insurance, retirement plans, company paid & voluntary life insurance, company paid short-term disability, voluntary long-term disability, critical illness & accident insurance and paid time off
• Company-provided training, tools and equipment, including $150 annual boot allowance for employees required to wear safety boots in their jobs
• Career advancement potential within a growing company.

Join us in our mission to provide comprehensive fire protection solutions and peace of mind to our customers and together let's make the world a safer place.