Service Coordinator

Fidelity Building Services Group; Richmond, Northern (VA, KY); Hybrid; USD 50,000 - 65,000; Full time

Job summary

Fidelity Building Services Group is seeking an HVAC service coordinator to support technicians and managers in repairs and maintenance for commercial and industrial equipment. The role handles call-to-cash, scheduling, dispatch, parts procurement, work orders, quotes, and customer communication.

Responsibilities include tracking time, sourcing parts, maintaining CRM, renewing PM contracts, and coordinating large customer activities.

Qualifications

• High school diploma or equivalent.
• Experience with Excel, Word, dispatch software and CRM systems preferred.

Responsibilities

• Create service calls in the dispatch system with complete information including company details, contact information, equipment specifications, and service requirements.
• Assign and dispatch Service Technicians to service calls and maintenance based on availability and expertise to optimize resources.
• Provide real-time logistical support to Service Technicians and adapt to changing priorities.
• Review technician time daily and submit biweekly timesheets for approval.
• Provide PO numbers to technicians, source and order parts, manage inventory and returns.
• Ensure service calls are completed and sent to billing in a timely manner.
• Prepare accurate quotes and proposals; maintain CRM with leads, proposals, and quotes; follow up on proposals.
• Monitor PM contracts, analyze profitability, and suggest pricing adjustments.
• Maintain detailed reports for the largest customer; update calendar and order PM parts; attend customer meetings.
• Attend meetings, training and company activities as requested.

Skills

Organizational skills

Time management

Communication skills

CRM proficiency

Microsoft Excel

Education

High school diploma

Tools

Dispatch systems

CRM systems

Microsoft Word

Microsoft Excel

Job description

JOB SUMMARY

Serves as an integral part of a dynamic HVAC service team, supporting technicians and managers in the repair and maintenance of commercial and industrial HVAC equipment. This role coordinates daily operations and is an integral part of the call to cash process. Responsibilities including technician scheduling and dispatch, parts procurement, work order management, quote preparation, and customer communication.

ESSENTIAL FUNCTIONS

• Create service calls in the dispatch system with complete information including company details, contact information, equipment specifications, and service requirements (repairs, complaints, or failures).
• Assign and dispatch Service Technicians to service calls and scheduled maintenance based on availability, technical expertise, and customer requirements - to optimize resource utilization and service delivery.
• Provide real-time logistical support to Service Technicians, adapting to changing priorities and customer needs throughout the day.
• Review and verify Service Technician time daily for accuracy. Submit biweekly timesheets to Branch Manager for approval.
• Provide purchase order numbers to technicians in the field when ordering parts. Help source and order parts cost-effectively. Manage incoming parts inventory. Track and follow up on delayed shipments. Return unused materials.
• Ensure service calls are tech completed in a timely manner and sent to billing.
• Prepare accurate service quotes and proposals. Maintain CRM system with new sales leads, proposals, and quotes. Conduct timely follow-up on outstanding proposals.
• Monitor PM contract expirations and renewals, analyze customer profitability, and recommend contract pricing adjustments as needed.
• Maintain detailed reports for work performed on our largest customer. Update calendar and order parts for the PM service contract. Attend meetings with the customer
• Attend and participate in meetings, training sessions, and company activities as requested.

KNOWLEDGE, SKILLS, ABILITIES

• Strong organizational skills with exceptional attention to detail
• Ability to prioritize multiple tasks and manage time effectively in a fast-paced environment
• Excellent verbal and written communication skills
• Proficiency in Microsoft Word, Excel, dispatch systems, and CRM software
• Ability to build effective working relationships with customers, vendors, Service Technicians, and management

PREFERRED EDUCATION AND EXPERIENCE

• High school diploma or equivalent required
• Training and/or experience with Microsoft Excel, Word, dispatch software, and CRM systems preferred

• 100% on site in Richmond, VA
• Monday through Friday 8am to 5pm
  • This is an exempt position that may require more than 40 hours per week based on business needs.
• $50k to $65k depending on experience