Service Coordinator

ARC Mechanical; Wilmington (MA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Healthcare benefits on Day 1

Employer matched 401(k)

Weekly paycheck

Paid holidays

Paid time off

Learning & Development

Employee Referral Bonus

Tuition Reimbursement

Job summary

Arc-Mechanical in Wilmington, MA is seeking a Service Coordinator to support our HVAC and refrigeration service team. This onsite role coordinates parts, schedules field technicians, and maintains clear communication with customers during service events.

The position emphasizes proactive leadership, accurate request recording, and timely dispatching while maintaining a high level of customer satisfaction. Benefits are included.

Qualifications

• Minimum 3 years’ experience coordinating technicians and customers in a services business.
• Strong business acumen with attention to detail and customer service skills.
• Proactive leader with dispatching experience directing field technicians.
• HVAC/refrigeration knowledge or experience highly preferred.

Responsibilities

• Assist in coordinating parts and equipment to field staff.
• Receive service requests via phone and e-mail.
• Schedule and dispatch technicians to service appointments.
• Record service requests in the dispatch system and assess urgency.
• Assign work orders and communicate with customers throughout the life cycle.
• Follow up on service requests needing additional work.
• Maintain up-to-date service notes and schedules.
• Schedule preventive maintenance tasks.
• Ensure customer procedures are followed and communicate with staff.
• Interface between customer and internal service teams.
• Investigate concerns and drive corrective actions; improve efficiencies.

Skills

Dispatching

Customer service

Leadership

Initiative

Job description

Description

ARC Mechanical is adding a Service Coordinator to our team. The HVAC / Refrigeration Service Coordinator is responsible for supporting our field staff of over 100 technicians. This is an onsite position, based out of our office in Wilmington, MA.

Key Responsibilities:

• Assist in coordinating of parts and equipment to field staff.
• Receive service requests via phone and e-mail.
• Schedule and dispatch Service Operations Technicians to appropriate service appointments.
• Accurately record service requests in our dispatch system and assess urgency.
• Assign work orders to the appropriate service technician.
• Continuously communicate with the customer through the work order life cycle.
• Follow up on service requests that need additional work.
• Keep service notes and schedule up to date.
• Schedule Preventive Maintenance tasks.
• Assure customer procedures are followed.
• Functions as the primary interface between the customer, and internal expertise surrounding all service activities.
• Maintains customer satisfaction by investigating concerns, implementing corrective action, and communicating with customers and assigned staff.
• Champion service module of ERP and maximize efficiencies through interrogation and analysis of key data.
• Manage work order life cycle from start of service event until completion, approve completed work to be billed.
• Standard hours will be 7:00am-4:00pm.

Requirements

• A minimum of 3 years’ experience working with technicians and customers in a high performing services business, preferably in the HVAC/Refrigeration market.
• Strong business acumen including a solid understanding of service contracts, an eye for detail and superior customer service skills.
• Must be a proactive leader with a proven track record of dispatching and directing the efforts of field technicians in response to customer needs.
• Possesses a high level of initiative coupled with the intuition to make sound decisions quickly.
• Experience working in a technical environment (HVAC/industrial refrigeration) is strongly preferred.

Benefits:

• Eligible for healthcare benefits on Day 1 of employment:
  • Medical, dental, vision, and prescription drug coverage
  • Flexible Spending Account (FSA), Dependent Care Spending Account (DCSA)
  • Health Savings Account (HSA)
  • Company-paid Life Insurance; Supplemental Employee, Spouse, and Dependent Life
  • Accident Hospital Indemnity
  • Company-paid Short and Long-term Disability Insurance
  • Pet Insurance
• Employer matched 401(k) saving plan (with Roth option)
• Weekly paycheck
• Generous paid holiday schedule (11 days per year)
• Paid time off (vacation + sick time)
• Learning & Development programs
• Employee Referral Bonus Program
• Tuition Reimbursement

EOE – Disability/Veterans