Service Coordinator

ARC Mechanical; Wilmington (MA); On-site; USD 52,000 - 62,000; Full time

Benefits offered by this job

Healthcare from Day 1

Employer matched 401(k)

Paid holidays

Paid time off

Learning & Development

Tuition Reimbursement

Job summary

ARC Mechanical, located in Wilmington, MA, is seeking a Service Coordinator to support over 100 field technicians. The role is onsite with standard hours 7:00am–4:00pm and involves dispatch, scheduling, and customer communication throughout the service lifecycle.

The ideal candidate has at least 3 years in service operations, strong customer-service skills, and HVAC/refrigeration knowledge. Benefits include healthcare from day one, a 401(k) plan, and ongoing development opportunities.

Qualifications

• Minimum of 3 years’ experience working with technicians and customers in a high performing services business, preferably HVAC/Refrigeration.
• Strong business acumen with a focus on service contracts, detail, and customer service.

Responsibilities

• Coordinate 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 to technicians.
• Communicate with customers through the work order lifecycle.
• Follow up on requests requiring additional work.
• Keep service notes and schedules up to date.
• Schedule Preventive Maintenance tasks.
• Ensure customer procedures are followed.
• Interface between customers and internal service teams.
• Investigate concerns and implement corrective actions.

Skills

Dispatcher experience

Customer service

Scheduling

HVAC knowledge

Team coordination

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.

• 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.

Job Type

Full-time

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

Salary Description

$25.00 - $30.00/hr