Service Coordinator

Socket.dev; Wilmington (MA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Healthcare benefits on Day 1

Employer matched 401(k) with Roth

Paid holidays

Paid time off

Tuition reimbursement

Learning & Development programs

Employee Referral Bonus

Job summary

ARC Mechanical is seeking a Service Coordinator to support a large field staff of technicians. This onsite role, based at the Wilmington, MA office, coordinates parts, schedules technicians, and manages service requests from intake to completion.

The ideal candidate has 3+ years coordinating service teams in HVAC/refrigeration settings, strong customer service, and a proactive leadership style. Benefits and a supportive ERP-driven operations environment are offered.

Qualifications

• Minimum 3 years coordinating technicians and customers in a high-performing services business.
• Strong business acumen and excellent customer service skills.
• Proactive leader with dispatching experience and ability to direct field staff.
• Experience in HVAC/refrigeration environment is preferred.

Responsibilities

• Coordinate parts and equipment for field staff.
• Receive service requests via phone and e-mail.
• Schedule and dispatch Service Operations Technicians to service appointments.
• Accurately record service requests and assess urgency.
• Assign work orders to the appropriate service technician.
• Maintain continuous customer communication through the service lifecycle.
• 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.

Skills

Customer service

Dispatching

Leadership

Attention to detail

ERP software

Tools

ERP software

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